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Case Mgmt Team Manager - Mortgage Loss Mitigation

Greensboro, North Carolina

Job Description:

The Case Management Team Manager is responsible for managing a team of frontline call center employees assisting mortgage customers with loss mitigation efforts to avoid foreclosure. It requires the Team Manager to closely monitor the activities and workload of each team member to ensure performance goals are met. With an eye on Customer Service, Call Quality and Compliance Requirements, this role ensures the customer experience is a priority resulting from strong employee job knowledge, excellent people skills, and following regulatory guidelines. 

-Manages a team of 10-15 Case Managers working in a high volume Call Center environment

-Handling and resolving customer escalations

-Providing daily coaching and feedback to associates regarding quality monitoring reviews, metric performance, call listening, etc.

-Working with the Quality Assurance (QA) team conducting monthly associate call monitoring and account auditing including monthly manager call reviews

-Ensuring compliance with Federal Laws and Company guidelines in order to minimize losses and avoid compliance risks

-Raises risk concerns and potential issues resulting from employee and customer interactions

-Overseeing and monitoring team workflow to meet department needs

-Responsible for working closely with Control Tower partners to achieve daily and monthly activity and service level goals, and overall business performance goals

-Reviewing and compiling team and departmental performance related reports to manage team performance  

-Participating in leadership management meetings, conference calls, and other project related activities that impact the loss mitigation/CRM environment

-Responsible for working closely with Loss Mitigation partners to achieve process improvements, ensure consistency, accuracy and efficiency

-Conducts regular performance 1:1's including associate career and development plans

-Coordinates activities associated with employee satisfaction surveys to address employee concerns and improve overall scores and create a positive work environment

- Utilizes a variety of applications/systems including UCRS, FinPro, MSP, Equator, SalesForce, PEGA, DMP, NICE, CTR, and other applications at an intermediary or advanced level

- Ability to embrace change with a positive approach

Required Skills and Experience

- Mortgage, Loan Loss Mitigation or Collections experience

- Previous management with direct reports -or- leadership experience

- Knowledge and understanding of GT&O businesses, specifically Mortgage Solutions acumen

- Strong time management and the capability to execute multiple tasks and priorities in a dynamic environment

-Flexibility/adaptability to manage multiple tasks/projects in a high volume, fast paced environment

-Proven ability to coach, train, evaluate and counsel staff

-Excellent written and verbal communication skills. Able to be effective with on the phone and in-person with internal and external customers

-Results/goal driven and a team player able to lead associates to perform

-Solid computer skills and web navigation including Microsoft Word, Outlook, PowerPoint and Excel

-Good knowledge of regulatory compliance.

-Interpersonal effectiveness with ability to build and maintain relationships

-Attention to detail, strong organization and time management is a must

- Ability to embrace change with a positive approach

Enterprise Description

Supports the Case Management Servicing Default function. Supervises appropriate curing actions that ensure compliance with Federal Laws and guidelines in order to minimize losses and legal concerns. Supervises the execution of transactions and responses to customer, investor, or 3rd party related inquires. First level of management, supervising day to day activities of a team of 2-20 Case Management associates. Requires the understanding and utilization of appropriate options for borrowers, such as Collections, Repayment plans, Special Forbearance, Modifications, Short Sales, and/or Foreclosure. Has an in-depth understanding of governing rules and regulations and the implication of processes on other groups within the department and other divisions in the firm. Work responsibilities are similar to Case Management Team Manager (OK315) but typically oversees a more complex work function. Team Manager II does not have Team Manager direct reports. Typically will have more than 5-7 years experience with a working knowledge of the mortgage business with 1-3 years as manager

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

M-F 10am-7pm Eastern Time

Referral Bonus Amount:

0

Job Description:

The Case Management Team Manager is responsible for managing a team of frontline call center employees assisting mortgage customers with loss mitigation efforts to avoid foreclosure. It requires the Team Manager to closely monitor the activities and workload of each team member to ensure performance goals are met. With an eye on Customer Service, Call Quality and Compliance Requirements, this role ensures the customer experience is a priority resulting from strong employee job knowledge, excellent people skills, and following regulatory guidelines. 

-Manages a team of 10-15 Case Managers working in a high volume Call Center environment

-Handling and resolving customer escalations

-Providing daily coaching and feedback to associates regarding quality monitoring reviews, metric performance, call listening, etc.

-Working with the Quality Assurance (QA) team conducting monthly associate call monitoring and account auditing including monthly manager call reviews

-Ensuring compliance with Federal Laws and Company guidelines in order to minimize losses and avoid compliance risks

-Raises risk concerns and potential issues resulting from employee and customer interactions

-Overseeing and monitoring team workflow to meet department needs

-Responsible for working closely with Control Tower partners to achieve daily and monthly activity and service level goals, and overall business performance goals

-Reviewing and compiling team and departmental performance related reports to manage team performance  

-Participating in leadership management meetings, conference calls, and other project related activities that impact the loss mitigation/CRM environment

-Responsible for working closely with Loss Mitigation partners to achieve process improvements, ensure consistency, accuracy and efficiency

-Conducts regular performance 1:1's including associate career and development plans

-Coordinates activities associated with employee satisfaction surveys to address employee concerns and improve overall scores and create a positive work environment

- Utilizes a variety of applications/systems including UCRS, FinPro, MSP, Equator, SalesForce, PEGA, DMP, NICE, CTR, and other applications at an intermediary or advanced level

- Ability to embrace change with a positive approach

Required Skills and Experience

- Mortgage, Loan Loss Mitigation or Collections experience

- Previous management with direct reports -or- leadership experience

- Knowledge and understanding of GT&O businesses, specifically Mortgage Solutions acumen

- Strong time management and the capability to execute multiple tasks and priorities in a dynamic environment

-Flexibility/adaptability to manage multiple tasks/projects in a high volume, fast paced environment

-Proven ability to coach, train, evaluate and counsel staff

-Excellent written and verbal communication skills. Able to be effective with on the phone and in-person with internal and external customers

-Results/goal driven and a team player able to lead associates to perform

-Solid computer skills and web navigation including Microsoft Word, Outlook, PowerPoint and Excel

-Good knowledge of regulatory compliance.

-Interpersonal effectiveness with ability to build and maintain relationships

-Attention to detail, strong organization and time management is a must

- Ability to embrace change with a positive approach

Enterprise Description

Supports the Case Management Servicing Default function. Supervises appropriate curing actions that ensure compliance with Federal Laws and guidelines in order to minimize losses and legal concerns. Supervises the execution of transactions and responses to customer, investor, or 3rd party related inquires. First level of management, supervising day to day activities of a team of 2-20 Case Management associates. Requires the understanding and utilization of appropriate options for borrowers, such as Collections, Repayment plans, Special Forbearance, Modifications, Short Sales, and/or Foreclosure. Has an in-depth understanding of governing rules and regulations and the implication of processes on other groups within the department and other divisions in the firm. Work responsibilities are similar to Case Management Team Manager (OK315) but typically oversees a more complex work function. Team Manager II does not have Team Manager direct reports. Typically will have more than 5-7 years experience with a working knowledge of the mortgage business with 1-3 years as manager

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21040814

Band: H5

Manages People: Yes

Travel: No

Manager:

Talent Acquisition Contact:

Kerry Lucas

Referral Bonus:

0

Street Address

Primary Location:
4161 PIEDMONT PKWY, NC, Greensboro, 27410