Mortgage Collections Supervisor

East West Bank•Rowland Heights, CA

12d•$80,000 - $110,000

About The Position

The Mortgage Collections Supervisor oversees a team of collectors, ensuring daily operations comply with regulations and company policies. Key responsibilities include training, evaluating staff, monitoring performance, and managing daily collection activities. The role also involves handling difficult accounts, preparing reports, and developing strategies to improve collection efforts and increase recovery rates.

Requirements

Experience in mortgage collections including late- stage delinquency, overseeing foreclosure actions and bankruptcy filings.
Prior supervisory experience.
Strong knowledge of consumer lending, mortgage servicing, and collections laws and regulations, such as the Fair Debt Collection Practices Act (FDCPA).
Proficiency in Microsoft Office Suite (Word, Excel) and other relevant software.
Excellent communication (written and oral), negotiation, and interpersonal skills.
Strong analytical, organizational, and time-management skills.
Ability to multitask and meet strict deadlines.
Applicants must have legal authorization to work in the United States.
We do not offer visa sponsorship at this time.

Nice To Haves

Professional working proficiency in Mandarin is a plus
Proficiency in Intercontinental Exchange’s (ICE) Mortgage Servicing Platform (MSP) a plus.

Responsibilities

Plan, organize, and supervise the work of the collections unit.
Train, interview, evaluate, and mentor staff.
Conduct performance reviews and provide coaching and support.
Ensure daily operations and collection activities comply with government, investor, and client regulations.
Manage daily assignments and monitor phone calls and reports to ensure contact requirements are met.
Review and analyze collection activity to identify trends and assess team effectiveness.
Review and resolve customer complaints and complex collection issues.
Handle collections on accounts where subordinates have difficulty.
Conduct quality control checks on calls and perform audits of collector accounts.
Review delinquent accounts for possible loss mitigation solutions.
Review of key data and reports for departmental performance.
Review and recommend policies and procedures changes to improve collection strategies and recovery rates.
Ensure accurate and detailed records of all collection activities are maintained.
May perform other duties as assigned