Loan Servicing Manager - Collections & Operations Lead

Coast One Mortgage; Houston (TX); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Health Savings Account with employer

401(k) Retirement plan with employer

Paid Maternity Leave/Parental Bonding

Tuition & Certification reimbursement

Employee Mortgage Loan Program

Volunteer time off

Job summary

Newrez is seeking a Manager Performing Loan Servicing to support the Director in daily operations and ensure assets meet performance targets at the Houston office. This role requires guiding supervisors, managing performing collections up to 60 DPD, and driving inbound call performance.

You will mentor staff, meet KPIs, and streamline processes while maintaining QA compliance with regulatory standards. On-site role with potential for overtime in a fast-paced environment.

Qualifications

• 6-8 years’ experience in collections, finance, or related industry with 5 years of direct employee supervisory experience.
• Experience in a call center environment, inbound and outbound preferred.
• Strong organizational, communication, and leadership skills.

Responsibilities

• Provide guidance and leadership for supervisors, team leaders and team members company wide.
• Directly manage Performing Collections (current to 60 DPD) functions as well as Inbound customer service call volume and service levels.
• Develop, lead, and mentor all team members and supervisors to reinforce skills and increase department effectiveness.
• Meet all department KPI’s (AHT/EVPH/Quality Composite/Transfer Rate/Adherence/Refi Referrals).
• Review daily production and performance results and address successes and failures.
• Manage daily inbound activities to meet departmental strategies and goals.
• Analyze call volume trends and establish strategies the reduce and control inbound call volume.
• Set daily and monthly goals for teams and for the individual team members.
• Manage the performing loan delinquency, roll rates and collection efforts to achieve desired results set forth by management.
• May assist in developing and managing dialer campaigns tailored to the characteristics of each portfolio.
• Track results of work efforts to ensure desired levels of production and efficiency are achieved.
• Adjust strategies where required to account for delinquency trending and/or for new portfolio acquisition.
• Interview and hire potential team leader and supervisor candidates.
• Assist in streamlining processes to improve efficiencies across the company.
• Develop and ensure team members are following QA guidelines as required by regulatory agencies.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Skills

Leadership

Analytical skills

Data management

Excel

Communication

Team mentoring

Deadline-driven

Regulatory compliance (FDCPA)

Education

High school diploma or equivalent

Bachelor’s degree

Tools

Excel

Job description

Newrez is seeking a Manager Performing Loan Servicing to support the Director in daily operations and ensure assets meet performance targets at the Houston office. This role requires guiding supervisors, managing performing collections up to 60 DPD, and driving inbound call performance.

You will mentor staff, meet KPIs, and streamline processes while maintaining QA compliance with regulatory standards. On-site role with potential for overtime in a fast-paced environment.