Description

• Develops and manages the SPOC team to ensure compliance with State, Federal, CFPB, Investor and insurer regulations/guidelines. Responsible for contacting campaigns, expectations, staffing, and performance monitoring.
• Leads the teams in day-to-day activities including, but not limited to, maximizing calls answered, talk time, and maintaining acceptable average speed of answer and abandonment rates.
• Develops internal communication channels to ensure change management processes are developed and adhered to.
• Creates and manages dialer campaigns.
• Develops and implements efficiencies than aim to improve the customer experience by reducing hold time and increasing customer satisfaction as measured by survey results.
• Develops training courses that are specific to SPOC activities in coordination with internal partners, including but not limited to Loan Administration, Transaction Management, Payment Administration, as well as all areas of Default Management.
• Maintains communication with all business units, most notably: Loss Mitigation, Default Services, Foreclosure and Bankruptcy.
• Responsible for the timely recognition and review of items that must be escalated to legal and proper departments.
• Monitors monthly, weekly, and daily exception reports to ensure accuracy of production.
• Oversees staff on issues relating to areas of responsibility, including servicing system, processes and procedures, and workflows that ensure accurate recording and reporting.
• Researches and responds to investor and regulatory audit requests.
• Implements and manages performance metrics of assigned portfolio, employee performance evaluations, and exception reporting.
• Administers changes in investor, insurer, legislative and regulatory bodies and implements effective change management to ensure compliance.
• Provides training and guidance to staff to expand knowledge of job functions and to maintain a system of review to ensure accuracy and strengthen performance.
• Participates in development and implementation of technology for use in areas of responsibility to manage and create efficiencies to reduce and control costs.
• Researches and resolves global and loan level issues.

• Business Management Degree or similar preferred.
• Minimum of eight (8) + years of related experience preferred.
• Minimum of five (5) + years of experience in the Mortgage Servicing industry.
• Minimum of five (5) + years in a Call Center environment.
• Minimum of five (5) + years of demonstrated proficiency in Black Knight Financial Services (MSP/BKFS) servicing system.
• Extensive experience in Call Center Management, Loss Mitigation, Foreclosure and Bankruptcy.

• Aggressive compensation package based on experience and skill set.
• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate, purposeful, and customer-centric people.
• Extensive internal growth and professional development opportunities including tuition reimbursement.
• Comprehensive benefits package including Medical/Dental/Vision.
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.