Supervisor Commercial Loans

Newrez•Houston, TX

1d•Onsite

About The Position

The Supervisor Commercial Loans is a seasoned collections supervisor with prior management, mortgage, and commercial experience. This individual is responsible for Commercial/Bridge Collections and leads personnel to support collections performance and customer satisfaction. The position requires on-site work; the company states that essential functions must be performed on-site and that the role is not remote.

Requirements

High school diploma or equivalent.
At least 6 years of experience in finance, collections, commercial, customer service, or a related industry.
Previous management experience.
Ability to work different hours or shifts when needed.
Strong organizational, communication, and leadership skills.
Ability to train and motivate employees.
Ability to manage data, maximize work efforts, and multitask.
Excellent computer skills, including Excel, email, and written communication.
Proficiency with technology, computers, software applications, and phone systems.
Ability to remain calm and professional during difficult situations.
Must have a smartphone that meets company security standards and can install applications such as Microsoft Authenticator; employment is contingent on this requirement.
Must work on-site; this is not a remote role.

Nice To Haves

Bachelor’s degree.

Responsibilities

Maintain staff and provide guidance, leadership, and mentoring to develop employees’ skills and effectiveness.
Understand and communicate products, services, procedures, and guidelines to team members.
Monitor inbound Commercial call production and performance related to loss mitigation options and resolutions on Commercial/Bridge loans.
Review payment histories and account notes to determine delinquency resolutions.
Review the Client Matrix to determine which assistance options may be offered to borrowers.
Review Commercial accounts with ACH payments that did not draft and research the issues.
Review upcoming maturity dates and coordinate with portfolio managers on plans of action.
Identify appropriate borrower workout plans and understand processes for short sales, modifications, forbearances, extensions, and repayment plans.
Review documents to determine eligibility for assistance.
Maintain detailed documentation of customer communications, payment plans, and future resolutions.
Coordinate daily with workforce management regarding call queues, dialer campaigns, and agent break and lunch schedules.
Review feedback from portfolio managers and clients and implement changes or coaching as needed.
Review and follow up on supervisor callbacks, and review and resolve escalation complaints.
Ensure representatives meet defined production expectations, correct errant activity, and provide feedback when appropriate.
Track daily production and efficiency, including ensuring shared Commercial email and voicemail boxes are handled daily.
Communicate with portfolio managers, clients, other supervisors, and management regarding situational needs and escalations.
Review agents’ account lists to ensure they followed required protocols for collection attempts.
Resolve Human Resources issues as necessary.
Update the Commercial Connection website with client updates.
Monitor employee timecards and correct discrepancies.
Conduct random sample audits of account records and randomly monitor live calls to supplement audit personnel.
Monitor auto-dialer campaigns and collectors’ manual calling efforts.
Review and submit monthly bonus information.
Identify process issues and suggest improvements or changes.
Perform related duties as assigned by management.