SPOC Manager

First Horizon•Knoxville, TN

2d•Onsite

About The Position

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time. 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
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

Nice To Haves

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

Responsibilities

Manages and coordinates the daily operations of the SPOC (Single Point of Contact) Team.
Oversees daily support functions ensuring compliance standards are met, while providing accurate and professional service to internal and external clients.
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.
Manages team performance, including workflow strategies, coaching, daily and monthly production, handling escalated calls, and monitoring work processes.
Consults and collaborates with DSC management, providing input to tactical planning, and participating in departmental projects.
Monitors industry trends and related issues while looking for efficiency opportunities.
Performs 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.