Manager Performing Loan Servicing

Job Description

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

POSITION SUMMARY

The Manager Performing Loan Servicing is responsible for directly assisting the Director in the daily operations and makes sure the assets under their leadership perform to acceptable levels set forth by upper management.

DESCRIPTION

Essential Functions, Duties, and Responsibilities

• Provide guidance and leadership for supervisors, team leaders and team members company wide.
• Directly manage Performing Collections (current to 60 DPD) functions as well as Inbound customer service call volume and service levels.
• Develop, lead, and mentor all team members and supervisors to reinforce skills and increase department effectiveness.
• Meet all department KPI’s (AHT/EVPH/Quality Composite/Transfer Rate/Adherence/Refi Referrals.
• Review daily production and performance results and address successes and failures.
• Manage daily inbound activities to meet departmental strategies and goals.
• Analyze call volume trends and establish strategies the reduce and control inbound call volume.
• Set daily and monthly goals for teams and for the individual team members.
• Manage the performing loan delinquency, roll rates and collection efforts to achieve desired results set forth by management.
• May assist in developing and managing dialer campaigns tailored to the characteristics of each portfolio.
• Track results of work efforts to ensure desired levels of production and efficiency are achieved.
• Adjust strategies where required to account for delinquency trending and/or for new portfolio acquisition.
• Interview and hire potential team leader and supervisor candidates.
• Assist in streamlining processes to improve efficiencies across the company.
• Develop and ensure team members are following QA guidelines as required by regulatory agencies.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• High school diploma or equivalent, required.
• Bachelor’s degree, preferred.
• 6-8 years’ experience in collections, finance, or related industry with 5 years of direct employee supervisory experience.
• Experience in a call center environment, inbound and outbound preferred.

Skills, Abilities, and Knowledge

• General management skills required including strong organizational, communication, and leadership skills, preferably in a production environment.
• Ability to train and motivate employees.
• Strong excel and computer related skills required.
• Able to work with deadlines and complete projects on time.
• Strong conflict resolution skills.
• Proficiency in data management.
• Familiarity with the compliance requirements of FDCPA.
• Moderate analytical skills.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on