Team Manager | Mortgage Servicing & Collections | TULSA | Onsite

Sutherland • Tulsa, OK

1d • Onsite

About The Position

Sutherland Mortgage Services, Inc. is seeking an experienced and motivated individual to join our Mortgage Leadership team in Tulsa, OK! The ideal candidate will possess exceptional management and mortgage servicing skills with excellent communication abilities. The Team Manager will be responsible for overseeing 13-15 customer service representatives.

Requirements

• At least 2 years in a Team Management role
• Superior mortgage servicing and collections experience
• Internal candidates must be in their current role for a minimum of 6 months with no corrective actions, and MUST be TMU Certified
• Must be able to work onsite at our Tulsa, OK facility initially

Responsibilities

• Responsible for day to day operations of a team of 13-15 consultants/collectors
• Supervises team in accordance with the company policies and procedures
• Manages systems and processes to meeting program productivity and quality goals
• Monitors team performance by way of goal planning, process adherence, daily review and review of the KPIs
• Establishes team goals and conducts performance appraisals
• Completes reports/data analysis, action planning & executive business plans
• Attains all quality metrics as determined by the SOW
• Develops consultants by using tactical coaching/feedback and providing on-going training
• Schedules and conducts team meetings and provide constant communication on product and policy updates
• Creates and supports programs that encourage employee engagement
• Communicates with management on potential attrition
• Partners with HR on disciplinary issues with consultants including and up to termination recommendations
• Ensures on-going training and knowledge support to front line staff to continually improve performance of the program
• Supports Team Managers and Consultants by providing back-up floor assistance to answer questions
• Takes top level customer escalation to provide product, administrative and technical issue resolution for all consultants

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed