Manager Performing Loan Servicing

Newrez LLC•Houston, TX

3d•Onsite

About The Position

The Manager Performing Loan Servicing directly assists the Director with daily operations and ensures assets under the manager’s leadership perform at acceptable levels established by upper management. The role provides company-wide leadership for supervisors, team leaders, and team members, and directly manages Performing Collections (current to 60 days past due) and inbound customer service call volume and service levels. The manager leads and mentors employees, monitors performance against departmental KPIs, reviews production results, sets team and individual goals, and manages inbound activities and performing-loan delinquency and collection efforts. The role also analyzes call-volume trends, may develop portfolio-specific dialer campaigns, tracks production and efficiency, adjusts strategies as needed, hires team leaders and supervisors, improves processes, and ensures adherence to QA guidelines required by regulatory agencies. This is an on-site position at an assigned office location. The work takes place in a cubicle hub, with prolonged sedentary periods, repetitive computer and phone tasks, and a noisy environment with multiple conversations nearby. Regular punctual attendance is required, and occasional adjusted schedules, overtime, evenings, or weekends may be needed to meet deadlines or business needs. Employees must have a smartphone meeting company security standards and be able to install apps such as Microsoft Authenticator.

Requirements

High school diploma or equivalent required.
6–8 years of experience in collections, finance, or a related industry.
5 years of direct employee supervisory experience.
General management skills, including strong organizational, communication, and leadership skills, preferably in a production environment.
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.
Ability to communicate effectively verbally in English and accurately exchange information after identifying the correct procedures.
Regular and punctual attendance in accordance with the schedule established by leadership.
Ability to work occasional adjusted schedules, overtime, evenings, and/or weekends as business needs or deadlines require.
Ability to work in a cubicle hub and maintain focus on phone calls in a noisy environment.
Ability to perform sedentary work in a stationary cubicle position for prolonged periods.
Ability to perform constant repetitive computer motions, including typing and managing phone calls.
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.

Responsibilities

Provide guidance and leadership to supervisors, team leaders, and team members company-wide.
Directly manage Performing Collections functions for accounts current to 60 days past due, as well as inbound customer service call volume and service levels.
Develop, lead, and mentor team members and supervisors to reinforce skills and improve department effectiveness.
Meet departmental 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.
May assist in developing and managing dialer campaigns tailored to portfolio characteristics.
Track work results to ensure desired production and efficiency levels are achieved.
Adjust strategies in response to delinquency trends or 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 QA guidelines required by regulatory agencies.
Effectively and accurately convey information to others.
Perform related duties as assigned by management.