VP, Home Preservation Strategy Lead

3 weeks ago

Butler, Pennsylvania, United States RPMGlobal Full time
Job Summary

The VP, Home Preservation Strategy oversees and manages the GSE and FHA Scorecards, Complaints, Call Center Integration, and an Elite team of SPOCs focusing on Loan Resolution in the Call Center, Loss Mitigation, and Foreclosure space for our highest risk loans or most sensitive client issues.

Key Responsibilities
  • Works across Outreach, Loss Mitigation, and Foreclosure functions to set strategies and monitor execution to optimize investor and client performance.
  • Partners with the head of the Home Preservation Center on the design and execution of a management system that reliably ensures adherence to service levels, compliance requirements, and performance expectations.
  • Works with the first line of defense governance and control functions and across the Home Preservation leadership teams on RCSA's, Issues Management, and Enterprise Change Management.
  • Mentors and coaches a team of Default members, leaders, business analysts, and reporting analysts.
  • Creates and monitors action plans, in coordination with the head of Home Preservation Center and other leaders, to resolve service level and client issues.
  • Reviews Quality Control reports on a weekly basis and remediates deficiencies that are noted.
  • Works with Enterprise Change Management and the Enterprise PMO on design and implementation of new investor, insurer, and client programs, including a sharp focus on the talent aspects of driving successful change.
  • Continuous review of procedures with the intent of looking for automation and/or outsourcing possibilities.
  • Works with reporting and business analysts to ensure the right headlights exist for portfolio performance monitoring and stands up reviews with business line leadership.
  • Works with head of the Home Preservation Center to set monthly department productivity goals.
  • Maintains staffing model on a monthly basis and ensures department metrics are reviewed on a quarterly basis.
  • Completes and maintains individual performance plans for each direct report and meets regularly to set goals and groom to ensure personal and professional development.
  • Responds to internal and external audit findings by preparing formal responses and ensuring remediation of noted issues.
  • Holds regularly scheduled Staff Meetings to ensure open communication and promote positive team.
  • Takes part in client calls to discuss loss mitigation related topics/issues.
Requirements
  • Bachelor's degree or equivalent experience.
  • 15+ years' experience in mortgage default operations.
  • 10+ years loss mitigation supervisory/management experience required.
  • Excellent Coaching and Counseling Skills.
  • Excellent Customer Service Skills and Customer/Client Focused.
  • Excellent Verbal and Written Skills.
  • Excellent Organizational Skills and ability to Multitask.
  • Self-Motivated.
  • Ability to Multitask in a fast-paced environment.
  • Professional Demeanor and Appearance.
  • Positive Attitude.
  • Excellent Problem Resolution Skills.
  • Call Center management experience with ACD and IVR exposure preferred.
  • Results Oriented.
  • Dependable and Reliable.

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