Payment Correspondence Supervisor

Operations, Workflow Management & Reporting

Develops and documents workflow procedures, ensuring they are implemented effectively and maintained at high quality standards.

Plans and organizes team operations in alignment with the company’s strategies and objectives.

Organize and prioritize work to ensure timely completion of assigned daily tasks.

Ledds and facilitates daily team huddles, encouraging and supporting employee suggestions for process improvements and workflow efficiencies.

Makes sure the team meets all daily, weekly, monthly, and quarterly performance goals.

Produces and analyzes daily, weekly, monthly, and quarterly performance statistics to track team progress.

Serves as a backup to perform all functions of the Payment & Correspondence Team.

Researches complex issues, including advanced claims research and mitigation, and effectively communicates findings to management.

Ensures the team meets all internal and customer Service Level Agreements (SLAs).

Budgetary Goals

Exercises financial rigorous processes semi-monthly payroll accurately and on schedule.

Reviews, approves, and tracks vacation, sick, and floating holiday requests, as well as other time-off requests as needed.

Anticipates staffing requirements and communicates needs to the Operational Tax Manager.

Assists the Operational Tax Manager with the development and planning of the annual budget.

Supports the Payment & Correspondence Team in meeting financial expense goals, production targets, and compliance standards.

Participates in monthly reforecasting activities, including monitoring temporary staffing budgets and overtime expenditures.

Provides the manager with timely feedback regarding budgeting needs and adjustments.

Minimizes or eliminates losses and penalties due to processing errors by conducting thorough root cause analyses and implementing corrective measures.

Leadership/Relationship Building

Provides timely, accurate assistance in response to written and verbal customer inquiries and issues.

Responds to escalated calls from homeowners, lenders, and third parties as needed.

Represents the team in interdepartmental meetings and effectively communicates agendas, updates, and action items back to the team.

Prepares detailed documentation and business requirements for processes, procedures, and system enhancements, supporting both internal and external audits.

Demonstrates professionalism in all interactions with customers and taxing authorities.

Upholds and enforces company policies while serving as a role model for team members.

Encourages and supports employee suggestions for process and workflow improvements.

Process Improvement & Department Technology

Maintains up-to-date, detailed documentation of team processes and procedures.

Recommends new policies and procedures based on performance trends and operational issues.

Proactively identifies and assesses taxing authority or customer needs, documents required actions, and coordinates with appropriate internal teams.

Submits timely iSupport tickets, requests, and justifications.

Collaborates with IT to develop business requirements, conduct thorough testing in the UAT environment, and ensure successful implementation.

Aids in developing and delivering training for all technology updates and system changes.

Performance Management

Provides consistent, constructive feedback to employees on productivity, rework, error rates, and the ongoing expectation of continuous improvement.

Establishes and manages weekly and monthly accuracy goals for team members.

Establishes and manages weekly and monthly production goals for team members.

Ensures all employees receive thorough and effective training.

Fosters a high-quality work environment that motivates team members to perform at their best.

Recommends and implements development plans to support individual employee growth.

Manages overall employee performance, including recognition through Awardco and the implementation of performance improvement plans when necessary.

Completes and delivers performance appraisals for all direct reports.

Conducts regular, documented one-on-one meetings with each direct report.

Remains accessible to team members experiencing work-related challenges, providing coaching, counseling, guidance, and resolution as needed.

Business Rules, Procedures & Contracts

Works with compliance team to ensure all changes to existing business rules or procedures are understood and communicated to teams.

Provides feedback to management on issues or concerns regarding requested changes to current business rules or procedures from customers or taxing authorities.

Additional Responsibilities

Assumes the Manager’s role in his/her absence.

Assists with recruitment, hiring of department personnel by interviewing potential candidates, contributing to candidate selection, and submitting iSupport tickets for new hire equipment and system security/set-up.

Performs other miscellaneous tasks or special projects, as assigned by Management.