Customer Service Operations Leader

1 week ago

Bristol, Tennessee, United States NewRez LLC Full time
Company Overview

NewRez LLC is a prominent player in the mortgage servicing industry, recognized for its commitment to excellence and client satisfaction. We specialize in managing mortgage loan portfolios for various financial institutions, ensuring that homeowners receive the support they need throughout their mortgage journey.

Position Summary

The Customer Service Operations Leader plays a pivotal role in supporting the Director with the daily management of operations. This position is essential in ensuring that the assets under supervision meet the performance standards established by senior management.

Key Responsibilities

- Provide strategic direction and mentorship to supervisors and team members across the organization.
- Oversee the Performing Collections and Inbound Customer Service functions, ensuring optimal service levels.
- Cultivate and develop team members and supervisors to enhance their skills and improve departmental performance.
- Achieve departmental KPIs, including Average Handle Time (AHT), Employee Volume Per Hour (EVPH), Quality Composite, Transfer Rate, Adherence, and Refinance Referrals.
- Analyze daily production metrics and address both successes and areas for improvement.
- Manage daily inbound operations to align with departmental objectives.
- Assess call volume trends and devise strategies to mitigate and manage inbound call traffic.
- Establish daily and monthly performance goals for teams and individual contributors.
- Supervise loan delinquency management and collection efforts to meet management's expectations.
- Assist in the development and management of targeted dialer campaigns for specific portfolios.
- Monitor work outcomes to ensure production and efficiency targets are met.
- Adapt strategies as necessary to respond to delinquency trends and new portfolio acquisitions.
- Participate in the recruitment and selection of team leaders and supervisory candidates.
- Streamline processes to enhance operational efficiencies across the organization.
- Ensure compliance with Quality Assurance guidelines mandated by regulatory bodies.
- Perform additional duties as assigned by senior management.

Essential Functions

These core responsibilities are critical to the role and must be performed on-site, as they cannot be executed remotely. An in-person presence is vital for effective oversight, training, collaboration, and productivity.

Qualifications

- High school diploma or equivalent is required; a Bachelor's degree is preferred.
- 6-8 years of experience in collections, finance, or a related field, with at least 5 years in a supervisory capacity.
- Previous experience in a call center environment, with both inbound and outbound operations preferred.

Skills and Abilities

- Strong management skills, including organizational, communication, and leadership capabilities, particularly in a production-focused setting.
- Ability to train and inspire team members.
- Proficient in Excel and other computer applications.
- Capable of meeting deadlines and completing projects efficiently.
- Excellent conflict resolution skills.
- Proficient in data management and analysis.
- Familiarity with compliance standards, including FDCPA regulations.
- Moderate analytical skills are essential.

Company Benefits

- 15 Paid Time Off (PTO) days, increasing to 18 after the first anniversary.
- 9 Paid Holidays.
- Engaging Employee Activities.
- Comprehensive Benefits Package including Medical, Dental, Vision, Life, and Disability Insurance, along with a 401(k) Plan featuring company matching.
- Performance-based Incentives.
- Pet Insurance.
- Opportunities for Advancement.

Corporate Social Responsibility

NewRez NOW empowers employees to take on leadership roles within their communities through volunteering, philanthropy, and nonprofit support. Employees are encouraged to participate in volunteer events, with a company-paid Volunteer Time Off (VTO) day available.

Equal Employment Opportunity

NewRez LLC is proud to be an equal opportunity employer, celebrating diversity and inclusion within our workforce. We believe that our differences make us stronger.

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