Client Complaint Supervisor

Are you ready to take your career to the next level? LoanCare, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry to join our team as a Social Media & Client Complaint Supervisor. The ideal candidate will enjoy working with clients both internal and external, be detail-oriented, and is driven to meet tight deadlines in a fast-paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big.

• Provide leadership to the Complaint Response department staff and develop growth opportunities within the department 
• Coach, counsel, develop and mentor staff
• Handle administrative functions related to Human Resources (e.g. scheduling time off, performance reviews, etc.)
• Ensure quality and timeliness of Complaint responses
• Supervise staff responsible for responding to complaints from all channels (verbal, written, email, social media, et al)
• Ensure initial quality of all Complaint responses and categorization
• Establish group policies and procedures and recommend strategies and priorities for supporting SLA deliverables
• Manage and ensure timely research turn times and responses for all departments involved with the Complaint
• Oversee staffing volume and recommend revisions as needed to ensure quality and timeliness for all Clients
• Ensure adherence to Regulatory guidelines involving Complaint response
• Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training
• All other duties as assigned.

• High School Diploma or equivalent required
• 7+ years of complaint management experience in Mortgage Servicing or Mortgage Banking
• 3+ years of project management experience related to social media communication platforms preferred
• 3+ years of supervisory experience
• Strong knowledge of loan servicing (Foreclosure, Cash, Loss Mitigation, Bankruptcy, and Escrow department guidelines)
• Strong knowledge of state and federal laws and regulations applicable to mortgage and consumer lending
• Strong knowledge of complaint regulations and standards
• Strong experience with Microsoft Office and other software applications (e.g., Microsoft Excel, Passport; Six Sigma; SQL) preferred
• Strong attention to detail and excellent problem-solving/problem analysis skills
• Proficient at using analytical thinking to resolve administrative and operating problems
• Ability to coach, mentor, and train staff successfully
• Ability to read, interpret, and analyze accounts and records of a complex, detailed, and reoccurring nature
• Ability to react to change productively and handle other essential tasks as assigned
• Ability to manage time and priorities wisely
• Ability to grasp concepts quickly, make sound decisions, and resolve issues
• Ability to work in a high-volume and time-sensitive environment
• Ability to work independently with minimal direction and effectively meet deadlines
• Ability to work collaboratively with peers in a team environment to attain common goals
• Ability to communicate effectively in person, in writing, and by telephone

WHO WE ARE

About us … 

LoanCare is a leading national provider of full-service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1.8 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

WORK CONDITIONS

Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late, or weekend hours as needed for successful job performance. Overtime required as necessary. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

ESSENTIAL FUNCTIONS

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Speaking — Talking to others to convey information effectively.
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Instructing — Teaching others how to do something.
Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Time Management — Managing one's own time and the time of others.
Writing — Communicating effectively in writing as appropriate for the needs of the audience.
Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Comprehension — The ability to read and understand information and ideas presented in writing.
Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Near Vision — The ability to see details at close range (within a few feet of the observer).
Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
Speech Recognition — The ability to identify and understand the speech of another person.
Speech Clarity — The ability to speak clearly so others can understand you

PHYSICAL DEMANDS

Sitting up to 90% of time

Walking and standing up to 10% of time

Occasional lifting, stooping, kneeling, crouching, and reaching.

EQUAL EMPLOYMENT OPPORTUNITY

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

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