Mortgage Customer Service, Collections, SPoC and Executive Liaison Manager

Join Our Team!

We have a great team of friendly, talented and inspiring people at First United. As a learning organization, we take pride in offering exciting opportunities for employees to grow and follow their passions. That's one of the many reasons First United has been voted as one of the top places to work in Oklahoma since 2009! Browse this page to find out more about the First United culture and the many benefits of working here. Then, use our "Get Started" section to take your first step to being a part of First United.

The Position

Job Title

Mortgage Customer Service, Collections, SPoC and Executive Liaison Manager

Job Description

SUMMARY

As a valued leader on our team, you will hire and oversee department management, conduct performance reviews, analyze customer feedback, and work to develop and improve First United Bank’s Customer Service, Collections and SPOC/ Loss Mitigation strategies and provision. You will be providing the highest levels of service to both internal and external customers to help them Spend Life Wisely.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

The Vice President role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver the following responsibilities:

• Manage staff and direct reports, including but not limited to participating in hiring decisions, training, performance reviews, assigning and prioritizing duties. 
• Develop and maintain company policy and procedures, focusing on compliance and risk management for the Organizations’ Mortgage Servicing Call Center; Correspondence Group as well as Escalations/ Complaints Group.   
• Create and manage strategies to meet performance goals, company initiatives, client requirements and KPIs for the Call Center as well as Escalations/Complaints Group through a blend of internal process and management of external vendors.
• Stay current with new state specific and federal laws and processes with regards to Collections, SPOC, Loss Mitigation and Complaint Tracking.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Perform other duties as requested by Executive Management.
• Exceptional Customer Service.
• Complete all required compliance exams on a yearly basis.
• Adherence to all First United Policies and Procedures.
• Dresses professionally.

EMPLOYEE SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• Bachelor’s Degree required.
  • Minimum of 5 years of Mortgage Servicing and Default experience.
  • Minimum of 5 years Management experience.
  • Extensive experience with FHLMC, FNMA, GNMA, USDA, VA, HUD (FHA and 184), FDIC, CFPB and other re