VP Call Center - Loan Counseling

Job Summary

The VP Call Center Loan Counseling is responsible for the strategic planning and of call center operations by leading the Loan Counseling (Collections) Department to achieve established corporate and investor delinquency and roll rate objectives. This position mentors and develops staff to achieve optimum performance and leads efforts for policy and procedure improvements.

Essential Duties and Responsibilities

• Develops maintains and executes strategic plans for the department to achieve continued growth and performance.
• Provides strong dynamic leadership that mentors develops and guides the team to become highly effective leaders and skilled specialists.
• Develops monitors and adjusts calling campaigns to achieve delinquency and roll rate goals and objectives.
• Partners with Dialer and WFM teams to ensure strategy and staff needs are achieved.
• Reviews performance of staff to ensure standards are being adhered to and goals and objectives are achieved. Formulates performance standards conducts evaluations and initiates personnel actions.
• Establishes and directs Call Center Loan Counseling leadership on daily and monthly performance matrices. Leads team to achieve and exceed minimum performance metrics.
• Identifies develops and implements processes and procedures to enhance departmental performance.
• Ensures compliance with regulatory agency and company guidelines and standards. Reviews and maintains compliance tracking of state and federal regulations. Responds to monthly quality control reviews and assists on external audits.
• Develops and ensures exception and management reports are accurate and required data elements are established in the servicing system.
• Performs miscellaneous duties as assigned.

Position Requirements

Education

• BA in related field or equivalent related experience required

Experience

• Minimum of ten years experience in setting collection strategy and managing call center operations
• Minimum of ten years experience leading managing and scaling departments and teams.
• Minimum of five years experience in mortgage loan servicing
• Thorough knowledge of federal and state compliance for mortgage default servicing

Functional/Technical Skills

• Strong Management skills in training motivating directing and monitoring staff performance
• Thorough knowledge of mitigation and foreclosure process and federal/state regulations
• Strong analytical skills with ability to think out of the box
• Effective written and verbal communication skills
• Strong attention to detail
• Demonstrates a commitment to quality customer service
• Strong attention to detail
• Excellent problemsolving skills and ability to make sound judgments in a fastpaced environment
• Well organized with the ability to multitask
• Demonstrates strong time management skills with the ability to meet deadlines
• Experience with LPS system a plus
• Strong PC skills (MS Office products)

Benefits
Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans dental and vision insurance. We provide short term and longterm disability insurance basic life insurance 401(k) and 10 employer paid holidays. In addition we offer supplemental benefits to include life insurance critical illness and accident plans.

Environmental/Physical Demands

Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job the employee is regularly required to sustain predictable work attendance communicate with others frequently required to stand walk sit and use arms hands and fingers to reach handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Pursuant to the Americans with Disabilities Act reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of all activities duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.