Default Call Center Supervisor Loss Mitigation

Join a winning team of innovative thinkers seasoned mortgage professionals and financial experts. Build your career at Planetrecognized as a Top Mortgage Employer by National Mortgage SummaryTheDefault Call Center Supervisor- Loss Mitigation oversees day to day operations of the Mitigation team gives optimum service to all investors and aids the Default Call Center Manager with all staff level Duties and ResponsibilitiesEnsures team standards individual metrics and call quality expectations are met for Mitigation Coordinators in accordance with investor guidelines and PHLs Quality Assurance Program. Assists with monthly and quarterly quality review meetings with Mitigation Coordinators to ensure compliance with these standardsTrains supervises and develops the Default Call Center staff to perform at the highest levels of accuracy and efficiency. Motivates and encourages staff through positive communication and feedback to ensure the highest degree of customer service. Coaches and develops staff to ensure the department maximizes quality service and customer retention. Fosters promotes and contributes to a positive team environment. Assists Default Call center manager in evaluating Default Call Center employees according to Company policyMonitors timely completion of written inquiries/complaints logged in complaint tracking system. Provides information and research in timely manner to appropriate areas to facilitate responsesResponds to escalated calls/answers team and borrowers questions in timely fashionMaintains policies and procedures. Assists with development documentation and implementation of new procedures in accordance with PHLs Procedure for Change ControlRemains knowledgeable of Collection and Loss Mitigation investor requirements CFPB requirements as well as collection laws and regulationsPerforms other duties as RequirementsEducationHigh School diploma or GED equivalent requiredExperienceMinimum of 5 years experience in mortgage loss mitigationLeadership experience preferredFunctional/Technical SkillsDemonstrated strong leadership skillsExcellent written and verbal communication skillsDemonstrated strong interpersonal skills. Ability to interact effectively with internal clients across departments and to act and work independently with minimal supervisionAbility to provide objective constructive feedbackMust be flexible organized and have the ability to manage multiple priorities and meet strict deadlinesEffective problem solving abilitiesAbility to work effectively in a demanding team-oriented and fast-paced environmentWorking experience with call center technology such as IVR and ACD systems strong working knowledge of mortgage loan workout options (i.e. loan modifications short sales deed-in-lieu and foreclosure) as well as collection requirements and guidelinesAbility to solve problems with a sense of urgency by recognizing opportunities understanding risk and acting quickly to overcome obstacles and reach a of default management guidelines of mortgage investors including FHLMC FHA VA and to organize prioritize and distribute workload for optimum efficiencyKnowledge of MSP servicing systemEnvironmental/Physical DemandsWork 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 to the Americans with Disabilities Act reasonable accommodations may be made to enable individuals with disabilities to perform the essential 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 benefits package includes 3 comprehensive Cigna or Kaiser medical plans dental and vision insurance. We provide short term and long-term disability insurance basic life insurance 401(k) and 11 employer paid addition we offer supplemental benefits to include life insurance critical illness and accident Home Lending does not accept unsolicited resumes or candidate submissions from recruiters or employment the absence of an enforceable fully executed agreement for a specified position Planet Home Lending has no obligation to pay any compensation or recruiter fee of any the event a recruiter agency or other similar third-party submits a resume or candidate without a valid binding agreement Planet Home Lending explicitly reserves the right to pursue and hire those candidate(s) without any obligation or compensation to the referring party. Any unsolicited resumes referrals or candidate submissions including those communicated to a member of the Human Resources team or a hiring manager shall be deemed the property of Planet Home Lending. If you or your agency would like to be considered as a future recruiting partner please email