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Director, Single Point of Contact-Call Center

Company: loanDepot
Location: Plano
Posted on: November 23, 2021

Job Description:

loanDepot, America's lender, matches borrowers through technology and high-touch customer care with the credit they need to fuel their lives. We take the responsibility of being the second largest non-bank lender seriously. loanDepot's long term commitment begins at origination continuing with long term support through our in house servicing teams. Our loanDepot servicing division puts our customers first, promotes teamwork & provides our employees with the fuel needed to succeed in their careers. Come join us!loanDepot - We are America's Lender.Position Summary: Responsible for implementing and managing the Servicing Default Operations Single Point of Contact (SPOC) team. Builds and maintains a high-quality team dedicated to company core values while meeting investor/insurer requirements for portfolio performance. Builds internal communication techniques to ensure change management processes are implemented and maintained. This position ensures the performance of all duties in accordance with the company's policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.Responsibilities: Develops and manages the SPOC team to ensure compliance with State, Federal, CFPB, Investor and insurer regulations/guidelines. Responsible for contacting campaigns, expectations, staffing, and performance monitoring.Leads the teams in day-to-day activities including, but not limited to, maximizing calls answered, talk time, and maintaining acceptable average speed of answer and abandonment rates.Develops internal communication channels to ensure change management processes are developed and adhered to.Creates and manages dialer campaigns.Develops and implements efficiencies than aim to improve the customer experience by reducing hold time and increasing customer satisfaction as measured by survey results.Develops training courses that are specific to SPOC activities in coordination with internal partners, including but not limited to Loan Administration, Transaction Management, Payment Administration, as well as all areas of Default Management.Maintains communication with all business units, most notably: Loss Mitigation, Default Services, Foreclosure and Bankruptcy.Responsible for the timely recognition and review of items that must be escalated to legal and proper departments.Monitors monthly, weekly, and daily exception reports to ensure accuracy of production.Oversees staff on issues relating to areas of responsibility, including servicing system, processes and procedures, and workflows that ensure accurate recording and reporting.Researches and responds to investor and regulatory audit requests.Implements and manages performance metrics of assigned portfolio, employee performance evaluations, and exception reporting.Administers changes in investor, insurer, legislative and regulatory bodies and implements effective change management to ensure compliance.Provides training and guidance to staff to expand knowledge of job functions and to maintain a system of review to ensure accuracy and strengthen performance.Participates in development and implementation of technology for use in areas of responsibility to manage and create efficiencies to reduce and control costs.Updates and maintains policies and procedures.Researches and resolves global and loan level issues.Performs other duties and projects as assigned.Requirements: Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position.Knowledge of in Federal and State regulations related to Mortgage Servicing.Knowledge of investor and insurer guidelines related to FNMA, FHLMC, GNMA, VA, FHA, and USDA.Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint, and Outlook.Intermediate math skills; calculate interest and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.Effective organizational and time management skills.Exceptional verbal, written and interpersonal communication skills.Ability to make decisions that have moderate impact on the immediate work unit and cross functional departments.Ability to organize and prioritize work schedules on a short-term and long-term basis.Ability to provide consultation and expert advice to management.Ability to make informal and formal presentations, inside and outside the organization; speaking before assigned team or other groups as needed.Ability to deal with complex difficult problems involving multiple facets and variables in nonstandardized situations.Ability to work with little to no supervision while performing duties.Minimum of eight (8) + years of related experience preferred.Minimum of five (5) + years of experience in the Mortgage Servicing industry.Minimum of five (5) + years in a Call Center environment.Minimum of five (5) + years of demonstrated proficiency in Black Knight Financial Services (MSP/BKFS) servicing system.Extensive experience in Call Center Management, Loss Mitigation, Foreclosure and Bankruptcy.Business Management Degree or similar preferredWhy work for #teamloanDepot:Aggressive earning potential and 401K with robust company match Inclusive, diverse and collaborative culture where people from all backgrounds can thriveWork with other passionate, purposeful and customer-centric peopleExtensive internal growth and professional development opportunities including tuition reimbursementComprehensive benefits package including Medical/Dental/VisionWellness program to support both mental and physical healthGenerous paid time off for both exempt and non-exempt positionsWe are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.PM17#LI-JCLPI154249074

Keywords: loanDepot, Plano , Director, Single Point of Contact-Call Center, Executive , Plano, Texas

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