Manager Performing Loan Servicing (On-site) HELOC Team

Servicing•Tempe, AZ

1d•Onsite

About The Position

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. Primary Function The Manager Performing Loan Servicing is responsible for directly assisting the Director in the daily operations and makes sure the assets under their leadership perform to acceptable levels set forth by upper management. Direct Reports Supervisor Performing Loan Servicing

Requirements

High school diploma or equivalent, required.
6-8 years’ experience in collections, finance, or related industry with 5 years of direct employee supervisory experience.
Experience in a call center environment, inbound and outbound preferred.
General management skills required including strong organizational, communication, and leadership skills, preferably in a production environment.
Ability to train and motivate employees.
Strong excel and computer related skills required.
Able to work with deadlines and complete projects on time.
Strong conflict resolution skills.
Proficiency in data management.
Familiarity with the compliance requirements of FDCPA.

Nice To Haves

Bachelor’s degree, preferred.
Moderate analytical skills.

Responsibilities

Provide guidance and leadership for supervisors, team leaders and team members company wide.
Directly manage Performing Collections (current to 60 DPD) functions as well as Inbound customer service call volume and service levels.
Develop, lead, and mentor all team members and supervisors to reinforce skills and increase department effectiveness.
Meet all department KPI’s (AHT/EVPH/Quality Composite/Transfer Rate/Adherence/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 the reduce and control inbound call volume.
Set daily and monthly goals for teams and for the individual team members.
Manage the performing loan delinquency, roll rates and collection efforts to achieve desired results set forth by management.
May assist in developing and managing dialer campaigns tailored to the characteristics of each portfolio.
Track results of work efforts to ensure desired levels of production and efficiency are achieved.
Adjust strategies where required to account for delinquency trending and/or for new portfolio acquisition.
Interview and hire potential team leader and supervisor candidates.
Assist in streamlining processes to improve efficiencies across the company.
Develop and ensure team members are following QA guidelines as required by regulatory agencies.
Performs related duties as assigned by upper 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
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
Newrez NOW: Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions