Team Lead, Customer Resolutions

The Team Lead, Customer Resolutions is responsible for the development of the Customer Resolutions Coordinators under their supervision. Focus areas will include utilization of Ocwen’s technology, scripting, and loss mitigation experience to achieve top results in volume of resolutions, reduction in variability and high-quality scores.

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Ensure Collections Representatives have access to current customer information.
• Maintain knowledge of compliance mandates, mortgage servicing policy and procedural updates and investor specific guidelines and related changes in the mortgage servicing industry.
• Support staffing (perpetuate the team) through candidate evaluations, conducting interviews and collaborating on staffing decisions
• Ensure policies and procedures are adhered to
• Assess performance of individual members of the team. Provide timely feedback for favorable performance and contributions (i.e. recognition) as well as appropriate coaching/counseling for unfavorable performance
• Establish priorities, delegate work and hold self and team accountable for attaining high quality results
• Collaborate with various departments within mortgage servicing to ensure resolution of outstanding customer issues.
• Ensure team is properly trained in handling mortgage delinquencies, loss mitigation, foreclosure and bankruptcy
• Support the development and maintenance of procedural and operational materials.
• Resolve conflicts that arise between employees and/or customers
• Support employee career development by providing employees with opportunities to develop their knowledge, skill and abilities and conducting candid career conversations.
• Support the workforce management function by ensuring Collections Representatives adhere to the daily dialer schedule.
• Ensure communication with customers is efficient, effective and timely.

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

• Adaptable
• Well organized with strong time management skills.
• Experience in a leadership capacity preferred
• Collaborative
• Detail oriented
• Proven ability to execute and drive results.
• Ability to foster relationships with individuals at all levels within the organization.
• Minimum of three (3) years of experience in collections, customer service or other customer/client interfacing role required
• High School Diploma or equivalent required.
• College degree preferred
• Strong verbal and written communication skills.
• Demonstrated general knowledge of regulatory, investor and legal guidelines.
• Analytical, with an ability to interpret large volumes of information.
• Experience in mortgage default preferred

Work Schedule:

• Scheduled shift changes as a result of business needs (associate must be flexible)
• Shifts and Schedules: Our call center hours of operation are Monday – Friday 8:00am – 9:00pm, Saturday 8:00am – 5:00pm. Shifts will fall into those timeframes with all reps working a rotating Saturday (you will have 1 day off during the week of your rotating Saturday).

Training / Licensing Requirements:

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.