About The Position

Sutherland Mortgage Services, Inc. is seeking an experienced and motivated Team Manager to join our Mortgage Servicing & Collections Team in Tulsa, OK! The ideal candidate will possess exceptional management, mortgage servicing & collections skills along with excellent communication abilities.

Requirements

  • At least 2 years in a Team Management role
  • Superior mortgage servicing and collections experience
  • Must be able to work onsite at our Tulsa, OK facility initially

Nice To Haves

  • Internal candidates must be in their current role for a minimum of 6 months with no corrective actions, and MUST be TMU Certified

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
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