Manager Performing Loan Servicing

Newrez • Houston, TX

2d • Onsite

About The Position

The Manager Performing Loan Servicing directly assists the Director with daily operations and ensures that the assets under the manager’s leadership perform to levels established by upper management. The role leads supervisors, team leaders, and team members across the company, with direct responsibility for performing collections (current to 60 days past due) and inbound customer service call volume and service levels. The manager monitors performance, develops staff, sets goals, manages delinquency and collection efforts, and adjusts strategies as business conditions and portfolio needs change. The position is based at an assigned office location and includes regular attendance, work in a cubicle hub, and occasional adjusted schedules, overtime, evening, or weekend hours as business needs demand.

Requirements

• High school diploma or equivalent required.
• 6–8 years of experience in collections, finance, or a related industry, including 5 years of direct employee supervisory experience.
• General management skills, including strong organizational, communication, and leadership skills.
• Ability to train and motivate employees.
• Strong Excel and computer-related skills.
• Ability to work to deadlines and complete projects on time.
• Strong conflict-resolution skills.
• Proficiency in data management.
• Familiarity with FDCPA compliance requirements.
• Moderate analytical skills.
• Regular and punctual attendance according to the schedule established by leadership.
• Ability to work occasional adjusted schedules, overtime, and evening and/or weekend hours as deadlines or business needs demand.
• Ability to maintain focus on phone calls in a noisy cubicle-hub environment.
• Ability to perform sedentary work in a stationary position at a cubicle for prolonged periods.
• Ability to perform constant repetitive computer-related motions, including typing and managing phone calls.
• Ability to communicate effectively in English and accurately exchange information after identifying the correct procedures.
• Must have a smartphone that meets company security standards and can install apps such as Microsoft Authenticator; employment is contingent on this requirement.

Nice To Haves

• Bachelor’s degree preferred.
• Experience in an inbound and outbound call-center environment preferred.
• Management skills in a production environment preferred.

Responsibilities

• Provide guidance and leadership to supervisors, team leaders, and team members company-wide.
• Directly manage performing collections (current to 60 DPD) and inbound customer service call volume and service levels.
• Develop, lead, and mentor team members and supervisors to reinforce skills and improve department effectiveness.
• Meet department KPIs, including AHT, EVPH, Quality Composite, Transfer Rate, Adherence, and Refi Referrals.
• Review daily production and performance results and address successes and failures.
• Manage daily inbound activities to meet departmental strategies and goals.
• Analyze call-volume trends and establish strategies to reduce and control inbound call volume.
• Set daily and monthly goals for teams and individual team members.
• Manage performing-loan delinquency, roll rates, and collection efforts to achieve management’s desired results.
• Assist in developing and managing dialer campaigns tailored to portfolio characteristics.
• Track work-effort results to ensure production and efficiency goals are achieved.
• Adjust strategies to account for delinquency trends and new portfolio acquisitions.
• Interview and hire potential team leader and supervisor candidates.
• Assist in streamlining processes to improve company-wide efficiency.
• Develop and ensure team members follow quality-assurance guidelines required by regulatory agencies.
• Convey information effectively and accurately to others.
• Perform other related duties as assigned by management.

Benefits

• Medical, dental, and vision insurance.
• Health Savings Account with employer contribution.
• 401(k) retirement plan with employer match.
• Paid maternity leave, parental bonding leave, and caregiver leave.
• Adoption assistance.
• Tuition and certification reimbursement.
• Employee Mortgage Loan Program.
• Employee Emergency and Disaster Fund for team members experiencing hardships.
• One company-paid Volunteer Time Off day.
• Matching Gifts Program, dollar-for-dollar up to $1,000.
• Access to grants, nonprofit resources, and volunteer opportunities through Newrez NOW.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED