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Customer Service Operations Leader

2 months ago

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

NewRez LLC is a prominent player in the mortgage servicing industry, recognized as one of the leading non-bank entities in the United States. We cater to a diverse clientele, including financial institutions and real estate investment firms, managing their mortgage portfolios effectively.

Role Overview

The Customer Service Operations Leader plays a crucial role in supporting the Director with the daily management of operations, ensuring that the assets under their supervision meet the performance standards established by senior management.

Key Responsibilities

- Provide strategic guidance and leadership to supervisors, team leaders, and team members across the organization.
- Oversee the Performing Collections operations and manage inbound customer service call volumes and service levels.
- Develop, mentor, and lead team members and supervisors to enhance 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 and performance metrics, addressing both successes and areas for improvement.
- Manage daily inbound activities to align with departmental strategies and objectives.
- Assess call volume trends and implement strategies to mitigate and control inbound call traffic.
- Set achievable daily and monthly targets for teams and individual members.
- Supervise the management of loan delinquency, roll rates, and collection efforts to meet the desired outcomes set by management.
- Assist in the development and management of dialer campaigns tailored to portfolio characteristics.
- Monitor work efforts to ensure production and efficiency targets are met.
- Adjust strategies as necessary based on delinquency trends and new portfolio acquisitions.
- Participate in the recruitment and hiring process for team leaders and supervisory candidates.
- Streamline processes to enhance operational efficiencies across the organization.
- Ensure compliance with Quality Assurance guidelines as mandated by regulatory bodies.
- Perform additional duties as assigned by upper management.

Essential Functions

*These core functions are fundamental to the role and must be performed on-site, as they cannot be executed remotely. An in-person presence is vital for oversight, training, collaboration, and productivity. Non-essential functions may still require partial on-site work to fulfill the role effectively.

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.
- Experience in a call center environment, with both inbound and outbound operations preferred.

Skills and Abilities

- Strong general management skills, including exceptional organizational, communication, and leadership abilities, particularly in a production setting.
- Capability to train and motivate staff effectively.
- Proficient in Excel and other computer-related applications.
- Ability to meet deadlines and complete projects efficiently.
- Strong conflict resolution capabilities.
- Proficient in data management and analysis.
- Familiarity with compliance requirements, including the Fair Debt Collection Practices Act (FDCPA).
- Moderate analytical skills.

Company Benefits

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

Corporate Social Responsibility

NewRez NOW empowers employees to take leadership roles in their communities through a robust program that includes volunteering, philanthropy, and nonprofit grants. Employees are encouraged to participate in a company-paid volunteer day and can benefit from a matching gifts program for their charitable contributions.

Equal Employment Opportunity

NewRez LLC is proud to be an equal opportunity employer, celebrating the diversity of our workforce, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. We believe that diversity makes us stronger.