Customer Communications Manager

JOB SUMMARY

Oversee operations of the Communications department, both directly and through direct reports.  Ensures loans in the mortgage servicing portfolio are serviced according to investor requirements, as well as accurate accounting and reporting records are maintained.  Ensures all functions of Consumer Communications (including letters, mail, billing statements and 1098’s) are handled in compliance with federal and agency requirements.   Design and manage controls for areas of operational responsibility, as well as metrics and measurements for all staff to ensure compliance with client and agency requirements.  Work with Vendors and technology partners to handle the requirements of the department and in line with industry practices.  Manages operational activities in multiple geographic locations.

• Leadership and oversite of Consumer Communications Supervisors and staff
• Lead and develop a team that reflects our core values, as well as federal and agency requirements
• Implement strategy and tactics to continuously improve KPIs that improve the customer experience throughout all channels
• Ensure all written correspondence, incoming mail, as well as all billing and 1098 statements for the organization are completed timely and accurately
• Function as the senior escalation point for team members
• Maintain and improve Consumer Correspondence operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Participate in strategic initiatives; provide insights on customer and team member impact of organizational initiatives
• Understand and comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) as well as investor, government, client and LoanCare policies and procedures
• Ensure that employees, processes, and procedures under area of supervision comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and LoanCare policies and procedures
• Through subordinate managers and supervisors, distributes work assignments to call center agents
• Performs quality control reviews as needed
• Manages vendors used in conjunction with departments under management as assigned
• All other duties as assigned

• High School Diploma or equivalent required
• Bachelor’s degree in business, information technology, software and systems engineer, or a related field, with seven or more years of progressive experience in mortgage banking or consumer loans, or an equivalent combination of education and experience
• Minimum five years supervisory experience, managing a team in a high volume, face paces environment
• Minimum two years of experience in Customer Service or Consumer Communications
• Minimum two years of experience working with at least one process excellence system (Six Sigma, Lean, COPC)
• Proficient MSP technology, e.g., data mapping, system functionality preferred
• Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending. Considerable knowledge of loan servicing practices
• Analytical ability sufficient to apply data and information to the solution of administrative and operating problems
• Ability to work independently with minimal direction and to meet deadlines

• Demonstrate ability to read, interpret, and analyze accounts and records of a complex, detailed and recurring nature
• Ability to prepare an operating budget, anticipate and explain variances
• Ability to work collaboratively with peers, company managers, and customers in a team environment to attain common goals
• Analytical and mathematical ability sufficient to calculate and evaluate performance metrics and apply them to increased efficiencies and the solution of administrative and operating barriers
• Ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with external customers. Strong instructing and advising skills.  Demonstrated ability to provide excellent customer service
• Ability to enter and extract data from a computer database. Ability to locate data in a computer database for the purpose of researching and resolving customer inquiries
• Ability to maintain strict confidentiality
• Considerable knowledge of and ability to use automated accounting systems; ability to use personal computers, peripherals, business software, and applications specific to organizational needs

WORK CONDITIONS

Working conditions are normal for an office environment.  Must have the 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. 

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 is 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 95% of time

Walking up to 5% of time

Occasional standing, stooping, kneeling, crouching and reaching

EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY

 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.

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.