What are the responsibilities and job description for the Director, Servicing Call Monitoring position at loanDepot?
Position Summary:
Responsible for managing, mentoring, and training Oversight staff focused on Call Monitoring. Supports operational strategies by conducing need assessments and reviewing customer needs and expectations. Maintains and manages call monitoring review plan and governance to ensure optimal portfolio performance and world class customer experiences emanate from these relationships.
Responsibilities:
- Responsible for oversight of servicing call monitoring, across all portfolios.
- In conjunction with Compliance Officer, creates and manages an effective Loan Servicing Call Monitoring Program to measure call center performance, trends, risks, and opportunities.
- Works with internal business partners to proactively identify and respond to potential compliance violations.
- Manages and supports customer and client monitoring programs to identify customer needs and expectations.
- Improves customer service quality and aims to keep it at a consistently high level, including overseeing and facilitating call calibration sessions for call center staff.
- Participates in design of call and transaction monitoring formats and quality standards.
- Tracks, monitors, and analyzes workflows, patterns, and service levels for calls and transactions.
- Verifies that strong controls are maintained which includes communication with servicing partners and participation in identifying solutions that will cure deficiencies in a timely manner.
- Responsible for proper adherence to legal, regulatory, and company policies/procedures; follows proper risk, audit, and compliance controls to mitigate financial risk to the organization, while maintaining an environment focused on quality customer service.
- Assists in the training, motivation, assessments (hiring, disciplinary action, team and personal goals, performance reviews), and setting performance standards for the department and your team.
- Manages financial goals to include budget, forecasting, and capacity planning to validate that your segments are operating in the most efficient and cost-effective manner.
- Assists senior management in setting the strategic direction for the department.
Requirements:
- Mortgage Servicing experience required.
- MSP & Call center experience required.
- Dynamic leadership experience working with direct reports (5) year minimum.
- Bachelor’s Degree preferred.
- Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position.
- Strong knowledge of sub-servicer to better serve internal and external customers.
- Knowledge of DataTrac, OnBase, TeNa, Cenlar, LPS and other various internet-based investor and agency processing systems (FNMA, FHLMC, FHA, VA, etc.)
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 role is between $114,000 and $142,000. 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 : $114,000 - $142,000
