Correspondence Response Supervisor-Remote

LoanCare, LLC; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company in mortgage servicing is seeking a Correspondence Response Supervisor to lead a customer response team. This role will involve coaching staff, handling complaints, and ensuring quality service delivery. Ideal candidates will have extensive experience in mortgage servicing and a strong understanding of relevant regulations. This position offers the opportunity to work collaboratively with internal teams and external partners to optimize outcomes for clients.

Qualifications

• 7+ years Mortgage Servicing experience is required.
• 3+ years supervisory experience needed.
• Strong knowledge of loan servicing guidelines.

Responsibilities

• Provide leadership and develop growth opportunities within the department.
• Coach, counsel, and mentor staff to ensure quality and timely responses.
• Manage administrative functions related to Human Resources.

Skills

Communication

Analytical Thinking

Problem Solving

Time Management

Education

High School Diploma or equivalent

Associates degree or higher preferred

Tools

Microsoft Office

Job description

Overview

We are seeking to fill the role of Correspondence Response Supervisor. The ideal candidate enjoyscollaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.

Responsibilities

• Provide leadership to the Office of the Customer response department staff and develop growth opportunities within the department • Coach, counsel, develop and mentor staff • Handle administrative functions related to Human Resources (e.g. scheduling time off,performance reviews, etc.) • Ensure quality and timeliness of Complaint responses • Supervise staff responsible for responding to Correspondences from all channels (written, email,social media, et al) • Implement and monitor key controls and manage appropriate operational risks related to Client complaints • Regularly review department workflows, performance impacts, and implementation of new processes and strategies affecting the department • Ensure initial quality of all Correspondence responses and categorization • Establish group policies and procedures and recommend strategies and priorities for supporting SLA deliverables • Manage and ensure timely research turn times and responses for all departments involved with the Correspondence • Oversee staffing volume and recommend revisions as needed to ensure quality and timeliness for all Clients • Ensure adherence to Regulatory guidelines involving Complaint response • All other duties as assigned.

Qualifications

• High School Diploma or equivalent required. • 7+ years Mortgage Servicing and MSP experience. • 3+ years supervisory experience • Experience in supervising high-volume workloads while maintaining service levels • Proven written and verbal communication skills • Strong knowledge of loan servicing (Foreclosure, Cash, Loss Mitigation, Bankruptcy, and Escrow department guidelines)

• Strong knowledge of state and federal laws and regulations applicable to mortgage andconsumer lending• Strong knowledge of complaint regulations and standards• Strong attention to detail and excellent problem-solving/problem analysis skills• Proficient at using analytical thinking to resolve administrative and operating problems• Ability to coach, mentor, and train staff successfully• Ability to read, interpret, and analyze accounts and records of a complex, detailed, and reoccurring nature• Ability to react to change productively and handle other essential tasks as assigned• Ability to manage time and priorities wisely• Ability to grasp concepts quickly, make sound decisions, and resolve issues• Ability to work in a high-volume and time-sensitive environment• Ability to work independently with minimal direction and effectively meet deadlines• Ability to work collaboratively with peers in a team environment to attain common goals• Ability to communicate effectively in person, in writing, and by telephoneDesired Skills and Qualifications• Associates degree or higher strongly preferred• Strong experience with Microsoft Office and other software applications (e.g., Microsoft Excel,Passport; Six Sigma; SQL) preferred

About Remote Employment

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.

Essential Functions

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

• Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading Comprehension – Understand written sentences and paragraphs in work related documents
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Speaking – Communicate verbally with others to convey information effectively.
• Active Learning – Understand the implications of new information for both current and future problem-solving and decision-making.
• Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don’t interrupt at inappropriate times.
• Instructing – Teach others how to do something.
• Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Time Management – Manage one's own time and the time of others.
• Writing – Communicate effectively in writing as appropriate for the needs of the audience.
• Complex Problem Solving – Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Deductive Reasoning – Able to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity – Able to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Written Comprehension – Able to read and understand information and ideas presented in writing.
• Inductive Reasoning – Able to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Information Ordering – Able to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Near Vision – Able to see details at close range (within a few feet of the observer).
• Oral Comprehension – Able to listen and understand information and ideas presented through spoken words and sentences.
• Oral Expression – Able to communicate information and ideas verbally so others will understand.
• Speech Recognition – Able to identify and understand the speech of another person.
• Speech Clarity – Able to speak clearly so others can understand you.

Work Conditions

Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary.

Physical Demands

• Sitting up to 90% of the time
• Walking and standing up to 10% of the time
• Occasional lifting, stooping, kneeling, crouching, and reaching

Equal Employment Opportunity

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Who We Are

LoanCare is a top national provider in mortgage loan subservicing. For 40 years, LoanCare has been servicing loans for banks, credit unions, independent mortgage companies, and portfolio investors. LoanCare is part of Fidelity National Financial (NYSE: FNF), a Fortune 500 company and leading provider of title insurance and transaction services to the real estate and mortgage industries. For more information, visit loancare.com.