Vice President Collections / Customer Service

Nationstar Mortgage   •  

Longview, TX

Industry: Accounting, Finance & Insurance

  •  

Not Specified years

Posted 123 days ago

The VP of Collections/Customer Service is responsible for the planning, administrating and managing activities involved in the Customer Service department.

Accountable for meeting forecasted staffing goals, availability, development of staff, and MIS reporting.  Expected to work closely with Call Center Operations and Web Development teams to improve borrower self-service options on IVR and Web.

Roles & Responsibilities:

  • Develop, implement and analyze trending customer service outreach strategies.
  • Resolve serious customer issues that have been escalated to management level and servicing issues.
  • Develop and communicate outsourced/offshore department and individual goals, policies and strategies.
  • Monitor outsourced/offshore tracking and performance monitoring mechanisms, as necessary, to keep management team apprised of operational activities.
  • Responsible for ensuring outsourced/offshore staff managers prepare the monthly customer service reporting and projections.
  • Develop root cause analysis structure to correct issues/reasons for customer calls, ultimately reducing call flow into call center by presenting more complete, accurate information and self service options for borrowers.
  • Maintain awareness of the mortgage industry and make recommendations to management as appropriate.
  • Development of existing outsourced/offshore staff, interviews and hiring of add to staff, management of call center turnover.
  • Develop root cause analysis structure to correct issues/reasons for customer calls, ultimately reducing call flow into call center by presenting more complete, accurate information and self service options for borrowers.

Core Requirements:

  • Develop, implement and analyze trending customer service outreach strategies.
  • Resolve serious customer issues that have been escalated to management level and servicing issues.
  • Develop and communicate outsourced/offshore department and individual goals, policies and strategies.
  • Monitor outsourced/offshore tracking and performance monitoring mechanisms, as necessary, to keep management team apprised of operational activities.
  • Responsible for ensuring outsourced/offshore staff managers prepare the monthly customer service reporting and projections.
  • Develop root cause analysis structure to correct issues/reasons for customer calls, ultimately reducing call flow into call center by presenting more complete, accurate information and self service options for borrowers.
  • Maintain awareness of the mortgage industry and make recommendations to management as appropriate.
  • Development of existing outsourced/offshore staff, interviews and hiring of add to staff, management of call center turnover.
  • Develop root cause analysis structure to correct issues/reasons for customer calls, ultimately reducing call flow into call center by presenting more complete, accurate information and self service options for borrowers.

Job Requisition ID:

3069