Customer Resolution Supervisor
Phoenix, AZ US
Job Description
As one of the nation’s Top 10 subservicing providers, we are putting the “service” back into subservicing by offering the winning combination of People + Technology. Our people are dedicated professionals with industry experience, who are committed to providing superior customer service and personalized support for our clients. Our innovative technology gives you fully transparent, 100% accessible, on-demand view of your portfolio. A full-service subservicer, with a diverse portfolio and quality products and services, who is dedicated to our partners’ success. Grow happiness with us and drive your business forward.
A different kind of company doing business a different way. Because home is where the heart is, every action we take is heartfelt.
We take pride in being an innovative, autonomous, customer-service focused, and tech-oriented company. By living our Core Values of People Matter, Inspiring Leadership, Strength of Character and Rock Solid Service, we have created a culture of excellence that strives to provide the one thing that all of our customers seek: The Perfect Customer experience!
Description
Customer Resolution Supervisor will have the skills and techniques relative to the collection and loss mitigation of past-due residential mortgage loans, for the purpose of reducing delinquency. They will be responsible to managing a team of agents in meeting and exceeding expected KPI’s and coaching and training them on a daily basis. It is important to understand each borrower’s personal situation and make appropriate recommendations and arrangements to avoid future defaults, while educating the borrower on the process of a delinquent loan. Providing quality customer service and maintaining high ethical standards when serving our clients.
Job Requirements
Duties
- Coaching and developing team Customer Resolution Specialists skills in improve performance metrics.
- Supervising team use of MSP/Sime/5/9 , to ensure management of their time wisely working DQ accounts ranging from Pre30 days past due through 90+ days past due.
- Manage inbound and outbound calling queues via automated calling system.
- Live the core values on a daily basis.
- Other assignments as assigned on a daily / monthly basis within the Customer Resolution Department.
Experience and Skills
- Minimum two years of experience in a call center collection/customer service/mortgage servicing operations position.
- Excellent oral and written communication skills
- Microsoft Office proficiency (Word processing and spreadsheets, data entry, PC input, etc.)
- Familiarity with Investors’ and PMI practices
- Residential and consumer product knowledge
- Loan servicing knowledge (investor, escrow, payoff, cashiering, ARM, etc.)
- Strong negotiating skills
- Ability to work independently
- Goal oriented
- Knowledge of CHFA/FHA, GNMA, FNMA, FHLMC, MI, and various other investor/insurer loss mitigation requirements.
Education
- Bachelor’s Degree in business related field or a combination of education and required minimum experience in a collection call center/customer service/mortgage servicing environment.