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C&O CUSTOMER SUPPORT MGR

Company: Community Loan Servicing
Location: Bedford
Posted on: November 22, 2021

Job Description:

Overview: The C Customer Support Manager (Manager) is responsible for driving superior customer support for our customers, clients and business units within CLS. The Manager will be up-to-date on industry guidelines and trends, and train staff accordingly. This includes setting both quality and service level agreements for these processes and for reporting key critical data to Sr. Managers. The Manager reports to the FVP or SVP of Compliance & Oversight. The position routinely interacts with Compliance Counsel, BAM Litigation, outside Counsel and Regulators, Compliance Associates, various business units within residential servicing, Quality Control and Quality Assurance.ESSENTIAL DUTIES AND RESPONSIBILITIES: Managing the customer support departments day-to-day functions. Responding to escalated customer support issues. Implementing customer support processes to enhance customer satisfaction. Informing the team of all new information related to policies, procedures, and regulatory requirements as they become effective Assessing support statistics relative to departmental performance including but not limited to, both volumes and quality Monitor the testing results received from QA and QC relative to attribute fails and preparing detailed reports on the findings. Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing performance onshore and offshore including training efforts. Delivering performance evaluations and following the disciplinary process according to company policy. Works with servicing and compliance leadership to enhance and implement controls to address deficiencies in servicing processes.Work with employees to create career goals and plans to attain them. Additional duties and responsibilities as assigned.SKILLS/KNOWLEDGE/ABILITIES: Mortgage loan servicing knowledge and understanding Experience in Customer Support functions including complaint intake, research and written response, specifically in the mortgage industry Advanced proficiency in all Microsoft applications, with particular expertise in Excel functions, Word and Visio Fully knowledgeable and capable of developing and executing on various complex compliance and control related activities. Articulate and effective communicator able to prepare and deliver detailed oral and written presentations to senior management. Working knowledge of FNMA, FHLMC, FHA, and VA regulations. Professional demeanor and appearance Ability to maintain composure in stressful situations Effective approach in communicating issues and strength in sustaining independent views. Strong knowledge of MSP, CS Director, RSAM, FileNet, RAMM, UltiPro, GSE Servicing applications, Loansphere (LPS Desktop and Invoice Management) Rekon 2000, and LPS a plusEDUCATION AND EXPERIENCE: Bachelors Degree preferred Minimum five years of mortgage experience in loan servicingCERTIFICATIONS, LICENSES, AND/OR REGISTRATION No requirements or preferencesPHYSICAL DEMANDS AND WORK ENVIRONMENTThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.EEOCBayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

Keywords: Community Loan Servicing, Bedford , C&O CUSTOMER SUPPORT MGR, Other , Bedford, Texas

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