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AVP of Call Center Operations

1 month ago

Irving, United States BSI Financial Services Full time
Job DescriptionJob Description

AVP of Call Center Operations @ BSI Financial Services

Join BSI Financial Services as a AVP of Call Center Operations. The AVP of Call Center Operations is responsible for the management and performance of a blended inbound/outbound mortgage servicing call center inclusive of Customer Care, Collections, and Loss Mitigation SPOC functions.

WHAT YOU WILL DO:

  • Responsible for implementing omni-channel customer contact strategies to include IVR, Email, and SMS
  • Oversee daily operations of Customer Care, Collections, and Loss Mitigation activity for all Agency loans
  • Develop and implement strategies and tactics to ensure Call Center metrics are consistently achieved inclusive of outbound contact attempts, right party contact, average talk time, average speed of answer, and collection outcomes
  • Set goals and objectives for department managers
  • Develop and implement an organizational structure and workforce management strategy that ensures proper staffing to meet the needs of the business
  • Act as a strategic leader that anticipates the needs and areas of opportunity for the business, providing proactive solutions and enhancements
  • Monitor and report on team performance against all goals and objectives
  • Maintain an awareness and understanding of the critical internal and external regulatory and competitive landscape that impacts the business
  • Assess and Manage operational risk through quality assurance and quality control approaches
  • Implement effective performance management strategies for on-going talent development
  • Prepare comprehensive reports and present findings to executive leadership
  • Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systems

WHAT WE’RE LOOKING FOR:

  • High school diploma or general education degree (GED), college degree strongly preferred
  • Strong oral, written, and inter-personnel skills
  • Demonstrated knowledge of call center compliance to include FDCPA, TCPA, State, Regulatory, and Investor guidelines
  • 7+ years of experience in Mortgage Servicing Operations
  • 5+ years of experience in Mortgage Collections, Loss Mitigation, and/or Default Strategies
  • 3+ years of experience with Call Center Telephony and Workforce Management Systems
  • Proven leadership experience
  • Ability to make sound decisions and exercise good judgement in a rapidly changing environment
  • Demonstrate a solid working knowledge of FNMA, FHLMC, FHA, VA and USDA servicing guidelines and requirements.
  • Familiarity with applicable mortgage regulations and CFPB rules related to loss mitigation and borrower contact.
  • Dialer experience and customer contact strategy experience are required.
  • Must possess the ability to identify root cause issues and implement process improvement ideas.
  • Computer skills, including intermediate knowledge of MS Office applications
  • Sagent experience is a plus.
  • Knowledge of SMDU, Valeri, FHA Connections, Neighborhood Watch, EVARS, and Workout Prospector is essential.
  • Borrower/Client Focused
  • Ability to work with minimal supervision.
  • Self-starter that takes Initiative
  • High level of responsibility and accountability
  • Possess exceptional organizational and planning skills.
  • Ability to recognize and solve problems independently.
  • Strong leadership skills
  • Able to use discretion when dealing with confidential material.

What’s in it for you?

  • Competitive compensation and full benefits package include medical, dental, and vision.
  • 100% company-paid life insurance and disability coverage
  • 401K with company matching
  • 17 days PTO (increases with tenure) and 9 company paid holidays
  • Professional but fun, casual work environment and great team culture

About BSI Financial

Founded in 1986, we provide financial services that support our vision of enabling sustainable home ownership by practicing core values that embody doing what is right; emphasizing problem solving; delivering on expectations and winning with humility. Our clients include lenders and investors who make home financing possible.

BSI Financial was ranked multiple times in the SMU Dallas 100 list of the fastest growing
companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S. companies.

EEO Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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