Manager, Customer Care Center - Resolutions

The Customer Resolutions Manager will be responsible for managing a diverse employee level team located among multiple US/USVI locations. The primary focus is to drive department key performance indicatiors tied to the reduction of delinquency, reduction in department performance variability and driving ONITY brand worthy calls and customer experience. This role will also act is an onshore presence for all three contact center default groups (Resolutions, Home Retention and Specialized Home Retention).

The Resolutions Manager will have overall responsibility for all aspects of the above listed departments, to include but not limited to the general oversight and management of employees, processes and technology therein.

Job Functions and Responsibilities: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Examples below:

• Manage Resolutions, staff as well as oversight for onshore contact center default facing staff  

• Ability to manage multiple projects and prioritize initiatives 

• Reduce delinquencies via payment collect strategies and/or loss mitigation channels

• Ensure accounts which are not curing are moving forward in foreclosure process

• Drive Onitly brand worthy calls and exception customer experiences 

• Ability to foster internal relationships with numerous business units who provide support in operations

• Accountable for daily operations of the assigned teams and location(s)

• Drive performance to Departmental and Company targets

• Ensure qualitative and quantitative standards are met, ensuring accurate and timely resolutions 

• Ability to analyze large amounts of data from diverse sources daily to deliver recommendations and results

• Identify process breakdowns or improvement opportunities and offer corrective suggestions

• Support the roll out of new initiatives, processes and procedures

• Perform Agent and Team Leader annual performance reviews and coach team members on performance/behavior on a continuous and as needed basis

• Perform routine presentations for potential investors, existing clients, rating agencies and audit firms

• Perform periodic audits of Agent, Team Leader and Manager’s work to ensure standards are being met

• Continually educate staff with policies, procedures and resolutions 

• Successfully handle customer escalations and complaints with assertiveness as well as empathy for the client/borrower

• Assist with daily, weekly, and monthly reporting as it relates to Resolutions, Home Retention and Specialized Home Retention Departments

• Ability to prioritize workload and the workload of assigned teams

• Ability to focus on short and long-term succession planning and goals including, but not limited to developing employees for growth as opportunities arise within the organization 

• Ability to work both independently and collaboratively

• Meet or exceed above listed department(s) standards as determined and outlined by the business unit

Key Result Areas: 

• Set objectives & key results (KPI’s)  that support our Service Excellence philosophy and standards, and monitor delivery against these to increase Customer satisfaction levels, 

• Promote and instill a high performing team culture, foster talent to improve and maintain retention levels, and support change management initiatives

• Decreased variability within the team and department

• Monthly QA average of 95% or greater 

• Timely completion of all projects 

• Allocate resources and drive accountability to direct reports to ensure achievement of results

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

• Minimum education required

  • High School Diploma, GED or Military equivalent (College degree preferred)

• Minimum years of experience required