Mortgage Servicing Contact Center Manager

Mortgage Servicing Contact Center Manager

Job Type Full-Time Temporary

Location= Hybrid, Tempe, AZ

Candidates must be available to work a hybrid schedule on-site in Tempe, AZ (on-site work is likely 3-4 days per week; however, some weeks may require 5 days).

Primary Responsibilities & Required Skills:

• Use of MSP Servicing system to manage collection queues and customer accounts.
• Problem resolution – Assist the team with customer escalation/complaint support
• Collects performance management and reports
• Customer Care performance, including call center service levels
• Loss mitigation program and outreach requirement knowledge for GSE and GNMA agencies/insurers
• Familiarity with FDCPA collection rules and CFPB mortgage servicing contact requirements
• Direct oversight of a small offshore team in the Dominican Republic (5 agents and one supervisor)
• Direct oversight of one in-house supervisor and two team leaders.
• Indirect oversight of 10 in-house contact center agents.
• Call quality monitoring/calibration in partnership with our offshore vendor
• Assist the Supervisor with managing staff, scheduling, coaching, and training
• Consult as needed for our Contact Center project and recommend changes to optimize our performance.

Benefits:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life & Disability Insurances