SPOC Manager - Collections

First Horizon Bank•Knoxville, TN

3d•Onsite

About The Position

The SPOC Manager manages and coordinates the daily operations of the SPOC (Single Point of Contact) Team located within DSC. This team is responsible for providing delinquent or imminent default real estate borrowers with a direct point of contact that will assist them through the loss mitigation servicing process when considering home retention or non-retention options in accordance with Bank and legal guidelines, including related state and federal regulations. The SPOC Manager oversees daily support functions ensuring compliance standards are met, while providing accurate and professional service to internal and external clients. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Establishes and maintains an internal environment that encourages teamwork, individual efforts, and ethical behavior. Provides effective communication to management, peers, and staff to improve results and motivate team. Responsible for managing team performance, to include managing effective workflow strategies, coaching, daily and monthly production, handling of escalated calls, and monitoring work processes to validate tasks requiring daily/periodic completion while meeting quality standards and service level agreements. This position is also responsible for consulting and collaborating with DSC management, providing input to tactical planning, and participating in departmental projects that ensure unit contingency planning and regulatory compliance.

Requirements

Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
Must have excellent people-management and leadership skills
Excellent computer proficiency (MS Office – Word, Excel and Outlook)
Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
Must have ability to multi-task and manage multiple processes
High school diploma required
Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
Must be able to talk, listen and speak clearly on telephone

Nice To Haves

Bachelor’s degree preferred
2-4 years of supervisory experience preferred

Responsibilities

Collaborate with senior management to develop sound strategies which drive performance.
Monitor industry trends and related issues while looking for efficiency opportunities.
Perform a variety of routine daily tasks to include reviewing reports and preparing correspondence.
Works closely with business managers to develop and/or modify policies and procedures to meet regulatory requirements, performing testing to identify and assess critical risks.
Supervises subordinate staff including hiring recommendations; determining workload and delegating assignments; training, monitoring and evaluating performance; and initiating corrective and disciplinary actions to include terminations.
Makes timely decisions regarding problems and issues ensuring published service levels are met, including managing customer escalations.
Establishes a work environment that is motivated and participative.
Effectively communicates with management team and peers while supporting the operation.