FVP, Consumer Advocacy

Qualifications

• Bachelor’s Degree in Business, Operations, Communications or a related field (or equivalent combination of years of experience with High School Diploma/ GED)
• 10+ years’ experience in customer service, customer operations or contact center leadership, preferably within financial services or mortgage servicing
• 7+ years’ experience managing people and leading multiple teams, including offshore/ onshore operations
• Proven experience in implementing and managing multi-channel contact centers, including digital communication channels (e.g., email, chat, etc.)
• Strong knowledge of CFPB and other applicable regulatory requirements
• Demonstratable success in driving process improvements, operational efficiency and team transformation
• Prior experience utilizing data-driven performance measurement and customer experience initiatives
• Proficiency with Customer Relationship Management (CRM) systems, servicing platforms (e.g., MSP) and contact center technologies
• Strong skills and experience in MS Word, Excel and PowerPoint
• Strong verbal and written communication skills
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization to influence and drive required results
• Effective management skills to include talent selection, training, coaching, mentorship and performance management
• Strength of leadership with proven ability to foster an environment of positive employee engagement and trust
• Demonstrated ability to quickly establish credibility; coupled with for recognizing and supporting the organization’s culture, values and priorities
• Collaborative and consultative work style
• Able to manage and lead change; agile; high learning agility
• Client focused with strong execution skills and results orientation; able to link to business needs with tactical execution and results
• Strong analytical skills coupled with sound judgement; strong problem solving abilities
• Ability to analyze and interpret data to identify opportunities and propose solutions
• Strong project management skills with the ability to effectively lead matrix teams
• Strong attention to detail; strong quality and compliance orientation
• Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment; effective time management for self and team
• Self-directed; ability to proactively surface questions, opportunities, issues and concerns
• Professional maturity, integrity, ability to maintain confidential data and information
• Strong business acumen; strong fiscal and technical aptitude

Benefits

• Medical, Dental and Vision Insurance
• Company Paid Life Insurance
• Disability Insurance
• Pet Insurance
• 401k Program with Employer Matching
• 3 Weeks Paid Time Off (PTO)
• Paid Holidays
• Wellness Initiatives
• Employee Assistance Program

Compensation

The hiring range for this position is between $113,900.00-$138,900.00 annually. This position is eligible for an annual discretionary bonus.

About the Role

Join us on our journey to serve our customers and be the leader in our industry!