Customer Solutions Manager - Remote

Overview

We are seeking to fill the role of Customer Solutions Manager. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.

Responsibilities

• Manage, coach, counsel and develop department operations and assigned and staff • Review consumer complaints and responses; ensure responses are prompt and adhere to state/federal regulations • Ensure information requests from consumers are in compliance with CFPB requirements • Provide monthly consumer information request trends and reports to senior management • Maintain accurate investor reporting requirement records as specified in servicing agreements; ensure changes requested by investors are implemented • Establish procedures for the department and ensure proper controls are in place • Establish metrics/goals for research and mortgage resolution staff; manage achievement of goals • Support the Call Center on escalated issues and consumer improvement initiatives • Report to government agencies as required • Remain updated on loan servicing government regulations • Manage internal tracking systems and processes • Distribute work assignments to Special Loans staff through subordinate supervisors • Perform quality control reviews as needed • Prepare the department annual budget, expectations, and goals • Manage vendors used in departments under management • Develop products used in departments under management and assist in promoting those products • Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training • All other duties as assigned.

Qualifications

• High School Diploma or equivalent required. • Strong leadership skills with the ability to train/coach and mentor staff • Strong knowledge of mortgage lending/servicing industry • Strong knowledge of state/federal laws and regulations applicable to mortgage and consumer lending

• Strong knowledge of workflow processes, staffing needs, and operational costs in a collections operation • Ability to prepare an operating budget and anticipate/explain variances • Ability to apply data/information to the solution of administrative and operating problems • Ability to manage time and priorities wisely • Ability to grasp concepts quickly, make sound decisions, and resolve issues • Ability to work independently with minimal direction and effectively meet deadlines • Ability to collaborate with peers in a team environment to attain common goals • Ability to communicate effectively in writing, in person, and by telephone • Ability to use Microsoft Office applications (Excel, Word, PowerPoint, etc.) • Ability to maintain strict confidentiality

Desired Skills and Qualifications • Bachelor’s Degree in Business or related field preferred • 8+ years of customer service experience (preferably in mortgage servicing or mortgage banking) • 5+ yea