VP-Consumer Communications (Mortgage Servicing)

Overview

We are seeking to fill the role of VP Consumer Communications. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.

Responsibilities

 

• Leadership and oversite of Consumer Communications and staff for both Consumer Solutions and Correspondence for the organization
• Lead and develop a team that reflects our core values, as well as federal and agency requirements
• Implement strategy and tactics to continuously improve KPIs that improve the customer experience throughout all channels
• Ensure all credit reporting, email and written correspondence, incoming mail, as well as all payoff, billing and 1098 statements for the organization is completed timely and accurately
• Function as the executive escalation point for team members
• Maintain and improve Consumer Communications operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Participate in strategic initiatives; provide insights on customer and team member impact of organizational initiatives
• Understand and comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) as well as investor, government, client and LoanCare policies and procedures
• Ensure that employees, processes, and procedures under area of supervision comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and LoanCare policies and procedures
• Through subordinate managers and supervisors, distributes work assignments to call center agents
• Performs quality control reviews as needed
• Manages vendors used in conjunction with departments under management as assigned
• Responsible for requesting, creating/preparing, updating/revising, reviewing, testing, finalizing/approving, conduct training and maintain the departments policies and procedures
• All other duties as assigned

Qualifications

• High School Diploma or equivalent required. • Bachelor’s degree in business, information technology, software and systems engineer, or a related field, with seven or more years of progressive experience in mortgage banking or consumer loans, or an equivalent combination of education and experience • Minimum five years supervisory experience, managing a team in a high volume, fast paced environment • Minimum two years of experience in Customer Service or Consumer Communications • Minimum two years of experience working with at least one process excellence system (Six Sigma, Lean, COPC) • Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending. Considerable knowledge of loan servicing practices • Analytical ability sufficient to apply data and information to the solution of administrative and operating problems • Ability to work independently with minimal direction and to meet deadlines • Demonstrate ability to read, interpret, and analyze accounts and records of a complex, detailed and recurring nature • Ability to prepare an operating budget, anticipate and explain variances • Ability to work collaboratively with peers, company managers, and customers in a team environment to attain common goals • Analytical and mathematical ability sufficient to calculate and evaluate performance metrics and apply them to increased efficiencies and the solution of administrative and operating barriers • Ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with external customers. Strong instructing and advising skills. Demonstrated ability to provide excellent customer service • Ability to enter and extract data from a computer database. Ability to locate data in a computer database for the purpose of researching and resolving customer inquiries • Ability to maintain strict confidentiality • Considerable knowledge of and ability to use automated accounting systems; ability to use personal computers, peripherals, business software, and applications specific to organizational needs

 

Desired Skills and Qualifications • Proficient in call center technology, e.g., Aspect/eWorkforce, Cisco (CSD, Webview) or CentreVu software preferred

 

 

About Remote Employment 

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connect