Customer Service Manager

Critical features of this job are described under the headings below. They may be subject to change due to changes in our business processes or other business-related reasons.

POSITION SUMMARY:  Directs staff activity to result in efficient customer service, response to customer complaints, and timely and accurate completion of tasks to maintain compliance in accordance with applicable payment, payoff, investor regulations related to payment processing activities, and other government regulations as well as internal policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following. Other duties may be assigned.

• Directly supervises staff; interviews, hires, and trains employees; makes assignments and monitors work; develops employee skills and encourages growth and development; reviews and evaluates employee performance; addresses workplace issues and provides guidance, coaching, and disciplinary measures for staff; addresses personnel issues in conjunction with appropriate leadership and the Human Resources division.

• Oversees service transfer process, working closely with servicers and lenders.

• Responds to departmental audit findings and maintains records of departmental action plans.

• Manages Mortgage Electronic Registration System (MERS) compliance from onboarding, deactivation, monthly reconciliation and annual review.

• Trains assigned staff on agency and investor/insurer procedures/guidelines, including changes as they occur.

• Maintains compliance with investor requirements, internal processes and procedures, and other state and federal regulations in reference to payment processing.

• Makes outgoing calls to customers to attempt to assess reasons for default and make satisfactory arrangements to bring accounts back into a current standing.

• Prepares reports on the status of various processes and departmental operations.

• Provides for the prompt correction of posting errors, prompt payoff quotes, and timely complaint resolution.

• Reviews and monitors system reports and activity to ensure departmental goals are being met.

• Provides assistance to the management of call center operations, in coordination with the other VMLS managers.

• Provides support to assist any function within Loan Servicing as needed.

MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Education and Experience:

• Bachelor degree in Business, with Finance or Accounting emphasis, preferred.

• Two years of management experience.

• Minimum of one year of mortgage loan servicing experience, with a minimum of 5 years preferred.

The above qualifications express the minimum standards of education and/or experience for this position. Other combinations of education and experience, if evaluated as equivalent, may be taken into consideration.

Knowledge, Skills, Abilities, and Competencies:

• Ability to effectively manage staff.

• Ability to handle private, personal information in a confidential manner; maintains a high level of confidentiality.

• Excellent customer service skills.

•  Strong knowledge of mortgage accounting, investor reporting, and/or cash management procedures.

• Strong accounting and mathematical skills.

• Ability to accurately prepare, analyze, and report financial data.

• Sets appropriate parameters for productivity, then holds self and others responsible for obtaining those results.

• Strong interpersonal skills; ability to relate well to a diverse population.

• Ability to communicate effectively with subordinates and superiors to ensure productivity and good work habits.

• Excellent verbal and written communication skills.

• Builds and maintains positive relationships with internal and external constituents.

• Strong organizational skills.

• Strong time management skills; uses time effectively; consistently meets deadlines.

• Ability to effectively work both independently and as part of a team.

• Documents regularly, thoroughly, accurately, and completely.

•  Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.

• Ability to exercise good judgment in evaluating complex situations.

•  Excellent problem solving skills.

• Ability to handle frequent procedural change and document process for training purposes.

• Ability to read and interpret complex program policies and procedures.

• Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.

Special Demands:

The special demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of this job.

• The ability to use a phone headset for long periods of time.

• While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear.

• The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch.

• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.