Specialty Loan Advisor Group Contact Center

About the role

The Specialty Loan Advisor Group Supervisor supervises the Special Loans Teams within the Contact Center. This in-office team is responsible for servicing business purpose mortgage loans and handling escalated customer concerns. These functions are customer facing through voice and digital channels and handle servicing needs from end to end based on customer and client needs.

Responsibilities

• Ensuring alignment of the team’s daily activities to departmental goals
• Providing ongoing training, coaching, performance management, and team member development, ensuring Key Performance Indicators (KPIs) are met
• Ensuring execution of team’s daily operations responsibilities, for example calling campaigns, data management and reporting
• Collaborating with the department manager by providing recommendations for procedural changes, process improvements, and employee experience strategies that put people first
• Aiding in strategy formation for improving resolution execution in terms of frequency and loss severity within their respective portfolio team
• Communicating strategies to team members and other stakeholders
• Understanding and continuing the evolution of success measurements, educating others about them, engaging others to help evolve them as the definition for the team’s success
• Facilitating regular meetings as a team and individually with each direct report(s)
• Providing recommendations for minimizing loss severity through loss mitigation
• Analyzing specific financial situations; recommending and initiating the proper loss mitigation tool to assist each borrower
• Meeting individual and team goals to reduce loss severity by completing short sales, loan modifications, refinances, deeds in lieu, or alternative dispositions
• Meeting individual and team goals to reduce delinquency by completing reinstatements, repayment plans, deferrals, modifications, etc.
• Handling priority and special handling loans, such as high value assets, where needed
• Handling escalated phone calls
• Participating in presentations for investors, rating agencies, and other servicing platform visitors
• Analyzing specific financial situations; recommending and initiating the proper loss mitigation tool to assist each borrower
• Establishing internal controls to reduce errors and customer complaints in partnership with the department manager
• Developing and maintaining department policies and procedures

Requirements

Skills you will bring:

• Bachelor’s degree preferred or commensurate experience, at least 5 years’ experience working within a mortgage servicing contact center
• Strong leadership skills with the demonstrated ability and experience leading teams
• Problem solving, decision-making and the ability to effectively influence others positively while engaging them in the process
• Advanced analytical and reporting skills; effectively taking both a strategic perspective and diving in deeply as required by the situation
• Able to produce quality work with an eye for the details
• Able to work well under pressure, handle competing priorities and meet deadlines
• A high level of confidentiality to protect privacy rights, demonstrated track record of working in highly regulated environments
• Effectiveness as a team player and co-creator with colleagues, subordinates, and leaders
• Able to easily prioritize job duties according to the needs of the company
• Strong sense of professionalism and positivity
• Strong professional and interpersonal communication skills verbally and through written electronic correspondence
• Eloquent listening skills and the ability to use good judgment
• Strong interpersonal/relationship building skills
• Able to work with a variety of people and have coping skills to handle difficult personalities, ranging from coworkers to clients