Manager, Mortgage Servicing (Collections Call Center)
Full Time
San Juan, PR
Posted
Job description
The Manager, Mortgage Servicing, oversees and supervises Collection Call Center Associates and resources managing all outbound, inbound, loss mitigation and payment authorization calls. Provides mortgage servicing operations metrics and ensures optimal delinquency ratios and loan loss levels. Enables prompt action to minimize loss and secure the Bank’s position, goals and objectives. This position works on-site, based in San Juan, PR.
MAJOR DUTIES AND RESPONSIBILITIES:
- Manage assigned resources effectively to ensure they are properly focused on the execution of the department’s strategies and goals, while providing guidance/direction as necessary.
- Monitors execution and provides feedback about effective internal quality.
- Manage all aspects of the dialing system to ensure that Calling Campaigns, and Telephone Strategies are functioning at an optimal level.
- Establish calling schedules monthly to ensure that delinquent loans are given the necessary follow-up to prevent them from reaching more advanced states of delinquency.
- Monitor the flow of Inbound/Outbound calls into the collection departments and assign additional resources when necessary to ensure compliance with monitored metrics.
- Monitor the Outbound/Blending Campaign into the collection department to identify anomalies and correct them.
- Monitor and provides feedback and coaching to agents assigned about call management, customers wait times by agent, call handling time by agents, promise to pay, among other.
- Ensure team's compliance with policies, procedures and regulations.
- Recommend actions to prevent recurring problems, where possible.
- Provide strong, dynamic coaching to develop and guide team members to efficiently leverage the value of every interaction.
- Other duties may be assigned.
EDUCATION AND EXPERIENCE:
- Bachelor of Business Administration, Management Communications or related field required.
- At least three (3) years of experience in a supervisory or related role required. One (1) year of experience in a call center or collections operations required. Experience or knowledge in Mortgage Collection processes is highly desirable.
- Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
- Excellent communication, analytical and negotiation skills.
- Customer service and Team oriented.
- Strong organizational skills and the ability to prioritize and deal with the workload to meets deadline.
- Fully bilingual, English and Spanish (written and verbal) required.
- Proficiency in MS Office (Word, Excel, Outlook) and other business applications required.
Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)
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