Senior Mortgage Default Manager

Fifth Third Bank • Cincinnati, OH

3d

About The Position

The Senior Mortgage Default Manager provides leadership, strategy, staffing, review, and motivation for Mortgage Collections to control losses, expenses, and delinquency while maximizing recoveries and income in support of corporate objectives. The role leads collections teams to meet customer service and productivity goals, resolves collection issues in a customer-centric manner, handles moderate to complex issues, and may manage various aspects of the collection process.

The manager leads cross-functional mortgage collections teams and oversees work involving secured and unsecured products. They manage workflow, address escalated customer and employee issues, improve operations, maintain controls and compliance, work with investors, insurers, regulators, auditors, and internal stakeholders, and ensure performance and quality standards are met. The role also establishes goals, develops employee training and talent, evaluates performance, and administers human resource policies.

The position is accountable for managing risk by identifying, assessing, monitoring, and reporting risks while following bank policies and procedures and supporting a positive customer experience. It is located in Cincinnati, Ohio.

Requirements

• High school diploma required.
• At least 5 years of collections or equivalent work experience required.
• At least 5 years of management experience required.
• Excellent verbal and written communication skills.
• Advanced experience with Microsoft Office products, including Access, Word, Excel, PowerPoint, and Outlook.
• Leadership, initiative, detail orientation, strong analytical skills, and decisive decision-making skills.
• Ability to serve as a change-management role model and collaboratively identify and recommend solutions.
• Ability to work in a team environment, present a professional image, and command the respect of staff, peers, and senior management.
• Strong executive presence and ability to work with all levels of the organization, including senior leadership.
• Advanced knowledge of loan collection policies, procedures, and activities.
• Advanced knowledge of collection laws and regulations, principles of credit lending, and risk management.
• Ability to work independently, solve problems, multitask, and remain flexible.
• Ability to formulate and implement policy and procedure changes affecting the collection department and other areas of the organization.
• Ability to lead change management within the department.

Nice To Haves

• Bachelor's degree preferred.

Responsibilities

• Lead the mortgage collections department and cross-functional team or teams.
• Plan, assign, and monitor workflow to maintain efficiency and effectiveness, and handle complex customer or service issues.
• Lead a group performing production duties for secured and unsecured products.
• Review operational procedure recommendations and approve changes to improve productivity.
• Inspect processes, identify risk exposure, and review and approve process, procedure, and policy changes to ensure appropriate controls.
• Develop management practices and strategies that improve Bancorp results while maintaining compliance.
• Work with investors, insurers, and regulatory agencies to meet requirements.
• Partner with internal quality groups, meet quality expectations, and prepare action plans when performance is below expectations.
• Meet or exceed financial and production targets established by senior management.
• Remain accountable for quality monitoring and assessment results.
• Lead compliance matters and work with internal and external auditors.
• Handle highly escalated interactions with customers and employees.
• Respond to customer and staff questions, keep the complaint tracking database current, and ensure open issues are resolved.
• Develop strong partnerships with stakeholders including business controls, Legal, and Compliance.
• Evaluate employee performance daily and provide counseling and guidance monthly.
• Develop a department training path, identify training issues, and implement remedial steps to ensure staff are adequately trained.
• Establish employee, area, or department productivity and financial goals.
• Administer human resource policies and procedures fairly and consistently.
• Provide timely, candid, and constructive performance feedback; develop employees, offer career-growth opportunities, support succession planning, and recognize employee accomplishments.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs designed to support employees' and their families' physical, financial, emotional, and social well-being.
• Differentiated compensation offerings.
• Eligibility to participate in an incentive compensation plan, with payment based on company, line-of-business, and/or individual performance.

What This Job Offers

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