Director, Default Contact Center
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Description
Position at loanDepot
Position Summary:
Responsible for implementing and managing the Servicing Default Operations Single Point of Contact (SPOC) team. Builds and maintains a high-quality team dedicated to company core values while meeting investor/insurer requirements for portfolio performance. Builds internal communication techniques to ensure change management processes are implemented and maintained. This position ensures the performance of all duties in accordance with the companys policies and procedures all U.S. state and federal laws and regulations wherein the company operates.
Responsibilities:
- 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.
Requirements
- 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.
Why work for #teamloanDepot:
- 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.
About loanDepot:
loanDepot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010 loanDepot has revolutionized the mortgage industry with a digital-first approach that makes it easier faster and less stressful to purchase or refinance a home. Today loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of lifes most complex transactions. With headquarters in Southern California and offices nationwide loanDepot is committed to serving the communities in which its team lives and works through a variety of local regional and national philanthropic efforts.
Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this role is between $106000 and $145000. Your base pay will depend on multiple individualized factors including your job-related knowledge/skills qualifications experience and market location.
We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.
Required Experience:
Director
Key Skills
- Fundraising
- Management Experience
- Coaching
- Analysis Skills
- Strategic Planning
- Team Management
- Budgeting
- Leadership Experience
- Mentoring
- Public Speaking
- negotiation
- Supervising Experience
About Company
Apply for your mortgage or refinance online with loanDepot. Trust the second largest non-bank lender in the country to provide you with quality mortgage lending and refinance services in all 50 states.
