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Client Experience Mortgage Servicing Team Manager II

Fort Worth, Texas;

Job Description:

This individual will lead the team responsible for overseeing client experience activities within the Mortgage Payments and Accounting organization.  Team will be responsible for the day-to-day execution of managing client experience activities and maintaining internal partner relationships.   Leader may manage projects and direct activities of a team related to special initiatives of an operations nature and should function as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Should have in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company.

•Partner with key business units to support improved client experiences

•Coordinate with other business units as necessary to resolve loan level issues/complaints

•Review and analyze daily and weekly complaint reporting to identify improvement opportunities

•Responsible for analyzing complaint metrics to provide trending and drive results

•Conduct monthly Business Reviews with leadership

•Provide performance and skill development feedback to team

•Influence the behavior and performance of all team members, while maintaining adherence to applicable regulatory policies and procedures

•Hold associates accountable to deliver against strategy and excel in operational excellence

•Resolve all employee issues that are elevated to the supervisory level

•Implement effective performance management including goal setting, incentive, and other reward and recognition mechanisms

•Lead efforts to drive employee engagement and build a culture of inclusion

•Select and retain strong, diverse employees.

• Must be able to work independently within compressed deadlines

Required Skills/Experience:

•5+ years applicable industry experience

•Strong influencer and communicator

•Critical thinker who thinks broadly to provide solutions

•Proficient in proactively identifying areas of risk and providing mitigation plans.

•3 to 5 years of supervisory/leadership experience

•Proven track record of achieving exceptional performance against key metrics

•Ability to meet department production standards while working under strict deadlines

•Background and understanding in mortgage loan servicing

Desired Skills/Experience:

Intermediate/Advanced Microsoft Excel

Intermediate/Advanced Microsoft PowerPoint

Mortage Servicing Platform (MSP) Experience

Supports the servicing of mortgage loans. 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 Servicing associates. 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 Mortgage Servicing Team Manager (OK305) but typically oversees a more complex work function such as end to end Pod/Performance teams, Asset Manager teams, Investor Reporting teams, etc. 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 8am-5pm

Referral Bonus Amount:

0

Job Description:

This individual will lead the team responsible for overseeing client experience activities within the Mortgage Payments and Accounting organization.  Team will be responsible for the day-to-day execution of managing client experience activities and maintaining internal partner relationships.   Leader may manage projects and direct activities of a team related to special initiatives of an operations nature and should function as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Should have in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company.

•Partner with key business units to support improved client experiences

•Coordinate with other business units as necessary to resolve loan level issues/complaints

•Review and analyze daily and weekly complaint reporting to identify improvement opportunities

•Responsible for analyzing complaint metrics to provide trending and drive results

•Conduct monthly Business Reviews with leadership

•Provide performance and skill development feedback to team

•Influence the behavior and performance of all team members, while maintaining adherence to applicable regulatory policies and procedures

•Hold associates accountable to deliver against strategy and excel in operational excellence

•Resolve all employee issues that are elevated to the supervisory level

•Implement effective performance management including goal setting, incentive, and other reward and recognition mechanisms

•Lead efforts to drive employee engagement and build a culture of inclusion

•Select and retain strong, diverse employees.

• Must be able to work independently within compressed deadlines

Required Skills/Experience:

•5+ years applicable industry experience

•Strong influencer and communicator

•Critical thinker who thinks broadly to provide solutions

•Proficient in proactively identifying areas of risk and providing mitigation plans.

•3 to 5 years of supervisory/leadership experience

•Proven track record of achieving exceptional performance against key metrics

•Ability to meet department production standards while working under strict deadlines

•Background and understanding in mortgage loan servicing

Desired Skills/Experience:

Intermediate/Advanced Microsoft Excel

Intermediate/Advanced Microsoft PowerPoint

Mortage Servicing Platform (MSP) Experience

Supports the servicing of mortgage loans. 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 Servicing associates. 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 Mortgage Servicing Team Manager (OK305) but typically oversees a more complex work function such as end to end Pod/Performance teams, Asset Manager teams, Investor Reporting teams, etc. 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-21070173

Band: H5

Manages People: Yes

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Kerry Lucas

Referral Bonus:

0