Description

Summary/Objective

The Collections Manager will be responsible for leading and managing an agency (FNMA, FHLMC, GNMA, PLS) mortgage servicing collections team focused on the recovery of early-stage and late-stage delinquent accounts. The manager will be responsible for effectively developing campaigns across all stages of delinquency and ensuring the team is trained to qualify customers for loss mitigation retention and liquidation options to include repayment plans, forbearances, loan modifications, partial claims, and short sales. The Manager will assist with setting team goals, updating progress, tracking spreadsheets, communicating with Clients, and providing feedback to the Collections Specialists. The Manager will assist with escalated calls, process development, as well as agent training and development.

Qualifications

• Experience with developing and implementing an omni-channel collections strategy that maximizes capacity and contact to include Text, Email, IVR, and Chat
• Deep understanding of default residential mortgage servicing
• 5+ years of experience managing residential mortgage collections teams including identifying options for retention and liquidation across all Agency Investors, required
• 3+ years of experience with Sagent Mortgage Loan Servicing system, required
• Demonstrated Knowledge in establishing call campaigns across various stages of delinquency to include agency segmentation based on call requirements and loan status
• Ability to analyze and review large data sets, write basic SQL queries, and identify opportunities to improve collections strategy and performance metrics
• Understanding of call center regulatory compliance requirements including but not limited to FDCPA, TCPA, Agency, State, and Federal regulations
• Experienced working with cloud- based telephony platforms such as Five9
• Exceptional time management skillset with ability to manage daily operational performance with strategic priorities
• Strong problem solving and business solutioning
• Great motivator, with strong conflict resolution skills
• Proficiency in Microsoft Office suite to include Excel, Word, and Powerpoint
• Customer Communication -Handle escalated calls in a professional manner while keeping and improving customer relations
• Monitor reports to ensure Collections Specialists are meeting goals
• Responsible for delegating duties to Collections Specialists
• Provide timely follow up on Collection Specialist's work expectations
• Follow up with team on training requirements to ensure ongoing education
• Payroll processes-Approve Time off requests & ensure timesheets are accurate
• Calculate Monthly incentives using goals and real time data provided monthly
• Responsible for coaching and agent development
• Live call monitoring to ensure quality standards of BSI are being met
• Responsible for meeting legal requirements and following internal policies
• Respond to emails in a timely professional manner
• Adhere to federal and state debt collection laws and regulations
• Assist the SVP in various areas concerning personnel issues, caseload evaluations, special projects, and research complaints

Competencies/Skills

• Customer/Client Focus- must possess excellent Active Listening skills and promote positive borrower experience
• Problem Solving/Critical thinking skills
• Time Management-Ability to multitask in fast paced environment
• Clear and Concise professional communication- Written and Verbal, Resilient with Impolite clients
• Outstanding phone etiquette
• Teamwork Orientation- but ability to work successfully on own initiative
• Proficient Computer skills
• Strong Typing skills
• Strong organizational skills
• Familiar with the Fair Debt Collection Practices Act (FDCPA) and other laws governing debt
• collection practices
• Negotiating skills
• Patience and stress management
• Adaptable to change
• Strong Work Ethic
• Strong leadership skills and ability to motivate others

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanner, printer, and photocopiers. Ability to sit for extended periods of time is essential.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 9:00 a.m. to 6:00 p.m. In addition to one Saturday per month 8:00 am- 12:00 pm. Additional working hours may be required based on company needs.

Education and Experience

• High school diploma or equivalent required
• 1-year minimum of Leadership/Management experience
• Knowledge of Microsoft Office and Google applications required
• Customer service experience, preferred
• Prior experience in debt collection preferred
• Mortgage banking experience, preferred
• Telecommunication experience, preferred

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What's in it for you?

• Competitive compensation and full benefits package include medical, dental, and vision.
• 100% company-paid life insurance and disability coverage!
• 401K with company matching!
• 17 days PTO (increases with tenure) and 9 company paid holidays!
• Professional but fun, casual work environment and great team culture!