Senior Mortgage Default Manager

About the role

Provides the leadership, strategy, staffing, review and motivation to inspire the Fifth Third vision needed to control losses, expenses, delinquency and to produce maximum recoveries and income required to meet or exceed corporate objectives and increase shareholder equity for Mortgage Collections. Provides leadership to collections team so overall departmental customer service and productivity goals are met or exceeded. Focuses on resolving collection issues in a customer centric manner. Handles moderate to complex issues. May be tasked with managing various aspects of the collection process. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Responsibilities

• Responsible for leadership of mortgage collections department, leading a cross functional team or teams.
• Plans, assigns, and monitors workflow to maintain optimum efficiency and effectiveness, handling complex customer or service issues to provide best in class service expectations.
• Leads a multi-faceted group that performs a multitude of production duties for both secured and unsecured products.
• Reviews operational procedure recommendations and approves changes to improve productivity.
• Inspects processes and identifies risk exposure to the Bancorp; reviews department and bank processes, procedures, and policy recommendations, approving changes to ensure proper controls are in place.
• Develops management practices or strategies to improve Bancorp results in alignment with compliance.
• Works with investors, insurers, and regulatory agencies to meet and exceed all requirements.
• Partners with internal quality groups to meet and exceed all expectations and prepares action plans if performance is below expectations.
• Consistently meets or exceeds financial or production targets as defined by senior management.
• Accountable for quality monitoring and assessment results.
• Acts as lead person on all compliance matters and works with internal and external auditors.
• Handles highly escalated interactions with customers and employees.
• Responds to questions from customers and internal staff members in accordance with core values and assures the complaint tracking database is current and open issues resolved.
• Responsible for developing strong partnerships with stakeholders such as business controls, legal, compliance, etc.
• Evaluates employee performance on a daily basis, providing counseling and guidance monthly.
• Leads culture in developing an overall training path to meet the needs of the department and ensures training issues are identified and remedial steps implemented to ensure staff is adequately trained.
• Leads the establishment of employee, area or department productivity and financial goals.
• Administers all human resource policies and procedures in a fair and consistent manner.
• Performs any other duties as assigned.

Supervisory responsibilities

• Providing employees timely, candid, and constructive performance feedback.
• Developing employees to their fullest potential and providing challenging opportunities that enhance employee career growth.
• Developing the appropriate talent pool to ensure adequate bench strength and succession planning.
• Recognizing and rewarding employees for accomplishments.

Requirements

• High school diploma required; bachelor's degree preferred.
• Minimum 5 years of collections or equivalent work experience required.
• Minimum 5 years management experience required.
• Excellent verbal and written communication skills.
• Advanced experience with Microsoft Office products (Access, Word, Excel, PowerPoint, Outlook).
• Leadership skills, initiative, detail orientation, strong analytical skills, and decisive decision-making skills.
• Ability to display commitment as a role model for change management and utilize a collaborative approach to identify and recommend solutions to issues.
• Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.
• Displays strong executive presence with ability to work with all levels of the organization including senior leadership.
• Advanced knowledge of loan collection policies, procedures, and activities.
• Advanced knowledge of collection laws, regulations, principles of credit lending, and risk management.