Loan Servicing Manager: Lead Collections & Operations

Newrez; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) Retirement plan with employer a

Paid maternity/paternity leave

Job summary

Newrez is seeking a Manager Performing Loan Servicing to support the Director in daily operations and ensure asset performance aligns with executive targets. You will guide supervisors, oversee Performing Collections (current to 60 DPD), inbound CS volumes, and drive improvements in productivity and service levels.

The role requires mentoring staff, achieving KPIs, adjusting strategies for delinquency, and contributing to process enhancements across the unit.

Qualifications

• High school diploma or equivalent required; bachelor's degree preferred.
• 6–8 years of experience in collections/finance with 5 years of direct supervisory experience.
• Experience in a call center environment, inbound/outbound preferred.

Responsibilities

• Provide guidance and leadership for supervisors, team leaders and team members company wide.
• Directly manage Performing Collections (current to 60 DPD) functions and inbound CS calls.
• Develop and mentor all team members and supervisors to reinforce skills and increase department effectiveness.
• Meet all department KPI’s (AHT/EVPH/Quality) and review daily performance results.
• Manage daily inbound activities to meet departmental strategies and goals.
• Analyze call volume trends and establish strategies to reduce inbound calls.
• Interview and hire potential team leader and supervisor candidates.
• Streamline processes to improve efficiencies and ensure QA compliance.

Skills

Management

Leadership

Excel

Data analysis

FDCPA compliance

Communication

Education

High school diploma or equivalent

Bachelor's degree (preferred)

Job description

Newrez is seeking a Manager Performing Loan Servicing to support the Director in daily operations and ensure asset performance aligns with executive targets. You will guide supervisors, oversee Performing Collections (current to 60 DPD), inbound CS volumes, and drive improvements in productivity and service levels.

The role requires mentoring staff, achieving KPIs, adjusting strategies for delinquency, and contributing to process enhancements across the unit.