Ready to be a Cooper too? This might just be right up your alley!
We're here to keep the dream of home ownership alive. Oh, and while we're at it, we're determined to change the lending industry itself. It's simple, but it won't be easy. And we'll need a great team behind us. (That's where you come in.) We want to show the world that transparency, candor and collaboration aren't just good values. They're good business. Working here isn't for people who want to punch a clock. It's for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.
The Reverse Resolution Manager will lead a team of 10-15 Reverse Resolution Specialists. The Reverse Resolution Specialist conducts outbound telephone collections work to recoup taxes, insurance and home owner association expenses. The Reverse Resolution Specialist is responsible for creating re-payment plans to collect these funds. The Reverse Resolution Specialist validates loan required occupancy status verbally and in written form in compliance with mortgage industry regulations. The Reverse Resolution Specialist validates property damage repairs upon notification of insurance claims. The Reverse Resolution Specialist is responsible for conducting sensitive customer discussions upon death to educate heirs regarding liquidation options including selling, paying off and deeding the property to the company.
ROLES AND RESPONSIBILITIES
Organizes collection activities and conducts performance reviews. Performs daily account reviews, monitors calls and provides feedback and coaching. Develops employees through answering questions about loss mitigation resolution techniques and enforcing policy and procedures.
Coordinates with Call Center Operations and Work Force Management to analyze weekly call volume forecasts to determine optimum staffing.
Manages staff development to ensure overall attendance, performance and conduct is in line with internal expectations.
Communicates and leads change within the Reverse Resolution call center.
Ensures that all Reverse Mortgage Servicing procedures are in compliance with internal guidelines and state and federal law.
Maintains and implements updated internal policies for Reverse Mortgage Resolution department, including new legislation and/or regulatory requirements related to default resolution and other available agency and investor remedies.
Maintains multiple production tracking reports, ensures Reverse Resolution Specialists are utilizing daily production best practices and schedule adherence.
Coordinates with other operational support areas to ensure process fluidity and consistency across the Reverse Mortgage department.
Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
Prior management and mortgage servicing experience preferred
Reverse Mortgage Servicing experience would be a bonus
2+ years of residential, mortgage servicing experience as a team manager/supervisor preferred.
Minimum of one year of mortgage or financial services experience preferred.