Overview
We are seeking to fill the role of Customer Solutions Manager. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.
Responsibilities
- Manage, coach, counsel and develop department operations and assigned and staff • Review consumer complaints and responses; ensure responses are prompt and adhere to state/federal regulations • Ensure information requests from consumers are in compliance with CFPB requirements • Provide monthly consumer information request trends and reports to senior management • Maintain accurate investor reporting requirement records as specified in servicing agreements; ensure changes requested by investors are implemented • Establish procedures for the department and ensure proper controls are in place • Establish metrics/goals for research and mortgage resolution staff; manage achievement of goals • Support the Call Center on escalated issues and consumer improvement initiatives • Report to government agencies as required • Remain updated on loan servicing government regulations • Manage internal tracking systems and processes • Distribute work assignments to Special Loans staff through subordinate supervisors • Perform quality control reviews as needed • Prepare the department annual budget, expectations, and goals • Manage vendors used in departments under management • Develop products used in departments under management and assist in promoting those products • Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training • All other duties as assigned.
Qualifications
- High School Diploma or equivalent required. • Strong leadership skills with the ability to train/coach and mentor staff • Strong knowledge of mortgage lending/servicing industry • Strong knowledge of state/federal laws and regulations applicable to mortgage and consumer lending
- Strong knowledge of workflow processes, staffing needs, and operational costs in a collections operation • Ability to prepare an operating budget and anticipate/explain variances • Ability to apply data/information to the solution of administrative and operating problems • Ability to manage time and priorities wisely • Ability to grasp concepts quickly, make sound decisions, and resolve issues • Ability to work independently with minimal direction and effectively meet deadlines • Ability to collaborate with peers in a team environment to attain common goals • Ability to communicate effectively in writing, in person, and by telephone • Ability to use Microsoft Office applications (Excel, Word, PowerPoint, etc.) • Ability to maintain strict confidentiality
Desired Skills and Qualifications • Bachelor’s Degree in Business or related field preferred • 8+ years of customer service experience (preferably in mortgage servicing or mortgage banking) • 5+ years of managerial experience preferred
Total Rewards
LoanCare ’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include:
- Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
- Time Off: Paid holidays, vacation, and sick leave
- Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
- Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
- Employee Recognition: Programs that celebrate achievements and milestones
- Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.
Compensation Range: $64,800- $121,500 annually. Actual compensation may vary within the range pro