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HEAD - CUSTOMER SERVICE
- Post Date:October 6, 2022
- Views 1177
Job Description
Position Summary:Responsible for managing accounts for Fay Servicing as it pertains to CFPB’s timelines, waterfalls, and Policies & Procedures. The VP will be responsible for building and maintaining a compliant process flow that will maximize our client’s revenue opportunities.Qualifications:(Minimum knowledge, skills, and abilities required to enter the job)- Strong interpersonal/human relations skills
- Strong verbal and written communication skills
- Prior personnel management experience preferred
- Ability to supervise others with emphases on productivity, teamwork and quality
- Good organizational abilities and time management skills
- Analytical skills to distribute and allocate resources
- Strong customer service skills
- Training skills
- Working knowledge of Microsoft Office products (Excel, Word, and Power Point)
- Able to work independently and professionally under tight deadlines
- Bachelor’s degree required. Master’s degree added advantage
- 3-5 years’ experience in Leadership roles
- Effective Written and Verbal communication skills
- Supervises and monitors collections, customer service, and loss mitigation activities and workflow to ensure goals of the department and staff are accomplished, while ensuring quality and compliance with organizational and regulatory guidelines
- Assigns workloads to staff, while ensuring compliance with service level agreements
- Ensures staff completes assigned tasks and or responsibilities within set timelines as well as provides timely, friendly and effective service to customers in loss mitigation functions
- Responsible for account management’s performance, to include collections, compliance, and attendance
- Strong working knowledge MSP, HAMP, HAFA, collections, customer service, escrow analysis, bankruptcy, payment processing, and foreclosure
- Ability to calculate income, and review evaluations for loss mitigation decisions
- Responsibilities include interviewing and recruiting candidates for hire
- Responsible for new hire and continued education training with the loss mitigation individuals/team and training employees, and providing feedback to employees on performance including improvement expectations
- Performs quality reviews within each area of loss mitigation to ensure compliance in accordance with CFPB guidelines, LMP process, evaluation process, reports, and call reviews
- Interacts with clients to report performance and gain expectations
- Uses reports to analyze performance trends and outliers
- Represents Fay Servicing and clients in mediations
- Project Management
- Portfolio Management (Cash Flow, Slippage, Reverse Slippage, Liquidation, and Employee Quality Scorecards)
- Call Compliance
- Call Performance
- Employee Development & Retention