Sr Director Print Communications (On-site)

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

Primary Function

The Sr Director Print Communications provides operational leadership and is responsible for developing appropriate procedures, staffing levels, cost control, inventory management and process management to optimize print production on various types of mortgage loans and other distressed assets. Manages outbound communications for three million plus productions a month. Responsibilities include successful management of the following processes and their staff: outbound communication (including end of year statements and billing statements), other borrower and third-party communications, management of third-party print vendors.

Direct Reports

• Sr Managing Developer - Print Communications
• Manager Print Communications
  
  

Principal Duties

• Leads the Print Communications team of developers and operations staff responsible for the development, programming, production, tracking, and reconciliation of outbound print communications, including billing statements, year-end tax forms, loss mitigation, customer service, pre-foreclosure, and other notices in accordance with applicable federal, state, and local law, any applicable regulatory body, investor guidelines, company policy, and borrower experience standards.
• Contributes to the organizational strategic planning process, including initiatives to promote, enhance, and protect the organization's brand and reputation.
• Oversees the development and management of various reconciliation reports related to the high-risk print production processes, including timely production and delivery of letters, statements, and other notices.
• Oversees the development and management of reconciliation reports related to the timely imaging of letters, statements, and other notices.
• Oversees the creation of formal statements, letters, and notices sent to borrowers and third parties such as attorneys, investors, regulators, with focus on the high financial and reputational risk to the Company.
• Collaborates with Marketing and Business Communications, including Originations, to create marketing strategies to cultivate and enhance relationships and engagement with customers.
• Manages periodic and targeted quality assurance review of business letters.
• Drafts and publishes formal guidelines and procedures for all of Print Communications
• Reviews and tracks monthly expense reports, evaluates departmental costs, balances the department PL.
• Approves third party invoices totaling over $2,000,000 monthly for print production cost.
• Develops various cost to service models and cost saving initiatives for Print Communications
• Responsible for the management and proper responses to internal and external audits, remediation plans, and other quality initiatives
• Manages and directs operations for the entire servicing letter library, including content and logic management.
• Responsible for management of four or more print vendors across the United States
• Evaluates job performance and, as necessary, administers disciplinary action.
• Provides guidance and expert advice to senior leadership of various lines of business when creating new letters, notices, and statements.
• Develops, implements, and adheres to Print Communications budget.
• Develops and delivers presentations and organizational reports to Executive leadership.
• Provides training and develops career paths for all direct reports.
• Interviews and hires all departmental staff.
• Performs periodic performance reviews and recommends salary adjustments.
• Develops and tracks employee incentive plans for monthly performance.
• Develop, foster, and maintain strong working relationships with Legal, Compliance, and various other business partners.
• Performs detailed monthly analysis on various portfolios to forecast performance.
• Tracks departmental interaction with other Servicing departments.
• Acts as the key contact with other departments and divisions within the Company.
• Undertakes special projects related to departmental activities.
• When needed, carries out due diligence on potential portfolios to determine capability of arrears management and loss mitigation procedures.
• Performs related duties as assigned by management.
• These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on-site work to perform the role satisfactorily.
  
  

Education and Experience

• Bachelor's degree in Business Administration or another analytical field is required.
• 10 years combined experience in Mortgage Banking, Insurance, Loan Origination, Collections, Loss Mitigation, and/or other related fields.
• 5 years’ default servicing experience
• 3 years’ experience in management positions.
  
  

Knowledge, Skills, And Abilities

• Self-motivation
• Detail-orientation
• Effective organizational skills
• Excellent verbal and written communication skills
• Excellent listening, comprehension, and negotiation skills
• Excellent managerial and organizational abilities
• Ability to multi-task and follow-through to completion of assignments
• Knowledge of mortgage banking and trends in default servicing-specifically as it relates to Financial Privacy, Fair Lending, Collections, Bankruptcy, Workouts, Foreclosure, Loan Modification Programs, Agency Regulations, etc.
• Ability to conceptualize and establish operational and control enhancements for computer systems.
• Proven experience motivating, coaching, monitoring, and evaluating staff performance.
• Advanced PC-skills-with knowledge of Microsoft Suite including Excel and Word, some SQL knowledge, Visio, etc.
  
  

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Additional Information

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Company Benefits

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave
• Pet insurance
• Adoption Assistance
• Tuition reimbursement
• Employee Loan Program
• The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
  
  

Newrez NOW

• Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
  
  

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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