What are the responsibilities and job description for the Customer Advocate Supervisor position at loanDepot?
Description Position at loanDepot Position Summary : Responsible for supervising multiple customer advocate staff. Oversees the day-to-day operations of the Single Point of Contact (SPOC) department by meeting servicing level expectations at the individual, team, department, and company level. This position must fully understand and manage to all FHA, VA, USDA, FNMA, FHLMC guidelines and waterfall options for both retention and disposition. This position effectively demonstrates a professional level of competency in all states of loss mitigation and the foreclosure process and requirements for all states, while adhering to al state and federal guidelines.Responsibilities : Supervises 1-4 team leads including 10-12 customer advocate (SPOC) representatives per team lead.Monitors departmental operations, activities, and workflow. Utilizes ability to identify gaps and root cause analysis to make recommendations for efficiency gains.Handles daily supervisory functions including timecards, interviews, and coordination with HR on disciplinary action as necessary.Conducts monthly one on one sessions with Team Leads and staff to discuss employee scorecard trending, areas of opportunity, and career pathing opportunity. Provides direction to staff on department and individual goals.Reviews Quality Assurance scores; assists in monthly coaching sessions and calibration calls; conducts loan level reviews.Ensures that Customer Advocate Representatives / Team Leads are operating in full compliance with investor, agency / insurer, FHA, VA, and PMI provided guidelines.Partners with change management to create job aids as needed and keep them up to date as guidelines and policies change; communicates the changes to the staff and ensures complianceRequirements : Demonstrates knowledge of MSP required.Experience in the Mortgage industry is required.Must be flexible and able to work different hours / shifts if needed. Overtime may be required.Minimum of three (3) years of management experience required.Excellent supervisory skills with ability to motivate and lead people.Demonstrates full understanding of FHA / VA / USDA / FNMA / FHLMC guidelines options for retention and disposition.Good motivator, self-driven and willing to do what it takes to "get the job done".Ability to organize and prioritize work schedules on a short-term and long-term basis.Bilingual a plus.Ability to pass the NMLS exam; all incumbents must be licensed in every state they conduct business in.High School Degree or equivalent required.Bachelor's Degree preferred, or minimum of three (3) years of loan servicing experience including Customer Service / Collections.Why work for #teamloanDepot : Aggressive compensation package based on experience and skill set.Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.Work with other passionate, purposeful, and customer-centric people.Extensive internal growth and professional development opportunities including tuition reimbursement.Comprehensive benefits package including Medical / Dental / Vision.Wellness program to support both mental and physical health.Generous paid time off for both exempt and non-exempt positions.About loanDepot : loanDepot (NYSE : LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loanDepot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank retail mortgage lender, loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, loanDepot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts.Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this roles is between $60,000 to $65,000. Your base pay will depend on multiple individualized factors, including your job-related knowledge / skills, qualifications, experience, and market location. We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Salary : $60,000 - $65,000
