Broker Operations Manager II

Pennymac Tampa , FL 33602

Posted 2 months ago

Overview

Partners with internal Sales teams to build strong, lasting client relationships within assigned region. Primary responsibilities include ensuring consistent delivery of a best-in-class client experience through daily energetic and creative engagement with fulfillment functions to meet all SLAs. Serves as the central point of contact for clients on PNMAC products, programs, and services as well as all fulfillment issues, status questions, and loan level problem solving. Provides feedback to both internal and external customers on loan quality and operational efficiencies. Conducts quarterly book reviews with senior management.

Job Description

  • Conduct daily review of active pipeline and identifies appropriate client follow-up actions

  • Interact with external clients providing reporting highlighting items requiring action, working with clients to solve open loan level items and documenting system of record with actions taken

  • Conduct client outreach to solicit feedback, provide trending and position the PennyMac value proposition

  • Manage high volume, high net worth, complex client accounts

  • Review pipeline of all loans within assigned client segment for invalid stipulations or identification of alternative solutions

  • Identify and resolve client issues/friction and escalate to management as appropriate

  • Work with internal Account Executives to deepen client relationships and drive repeat business

  • Interact with multiple departments to expedite processing and/or issue resolution

  • Manage inquiries to other Client Support functions to ensure consistency and accuracy

  • Maintains communication channels with internal and external partners

  • Serve as a primary contact regarding customer needs on PNMAC products, programs, and services

  • Lead onboarding and training for new clients

  • Serve as leader and mentor for less experienced teammates within client management

  • Manage individual SLAs and turn times on all loans in the assigned pipeline

  • Conduct quarterly book reviews and loan level file review to senior leaders and senior management

  • Use all resources to resolve loan issues escalated by the client, sales or management

  • Complete special assignments necessary to support business strategy

  • Perform other related duties as required and assigned

  • Demonstrate behaviors which are aligned with the organization's desired culture and values

Ideal Candidate will have the following:

  • Bachelor's degree or higher in Business Administration, Finance or related field or applicable direct industry experience

  • Minimum of 5 years of mortgage experience with contemporary knowledge of mortgage industry and operational practices

  • Functional understanding of applicable Federal, state and local lending regulations

  • Demonstrates expertise in a variety of Industry concepts, practices & procedures.

  • Demonstrate ability to plan and execute stated goals

  • Basic software proficiency including Microsoft Office Suite.

  • Communication

  • Excellent communication skills with the ability to interact with all levels of external clients and internal leadership and think in a strategic manner. Speaks and writes clearly and persuasively and competent group presentation skills
  • Interpersonal Effectiveness
  • Maintains a positive attitude and provides exemplary internal and external customer service and teamwork
  • Judgment
  • With the right information, is decisive and exhibits sound judgment
  • Planning/Organizing
  • Prioritizes and plans work activities, uses time efficiently and develops realistic action plans
  • Problem Solving
  • Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
  • Quality Management
  • Looks for ways to improve and promote quality and demonstrates accuracy and thoroughness
  • Task Management/Execution
  • Demonstrates ability to advance multiple priority assignments independently, concurrently and within established deadlines
  • Innovation
  • Willing to think analytically and creatively in solving day to day challenges of the job
  • Must be a team player with strong attention to detail and able to work independently

  • Proven track record at delivering timely and accurate information in a fast-paced environment

Years of Experience:

5

Education:

Bachelor's Degree


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Operations Manager

Change Healthcare

Posted 2 days ago

VIEW JOBS 4/6/2020 12:00:00 AM 2020-07-05T00:00 Transforming the future of healthcare isn't something we take lightly. It takes teams of the best and the brightest, working together to make an impact. As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities. Here at Change Healthcare, we're using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life. If you're ready to embrace your passion and do what you love with a company that's committed to supporting your future, then you belong at Change Healthcare. Pursue purpose. Champion innovation. Earn trust. Be agile. Include all. Empower Your Future. Make a Difference. Senior Operations Manager The Senior Operations Manager has responsibility for managing the Revenue Cycle Outsourcing business, including financial outcomes, customer satisfaction and employee engagement. The Sr. Operations Manager ensures that all appropriate resources are available and utilized to maximize overall business management services and corporate profitability. This position has the authority to substantially affect the relationship between the company and a client, either from a financial or services standpoint. This role is responsible for analyzing billing effectiveness and cash flow and making procedural changes that drive productivity and profitability where warranted. Utilizes their knowledge of the Revenue Cycle operations to maximize performance relative to client relationships, client satisfaction, desired survey results and client / company financial performance indicators. Responsible for leading, managing and developing other employees, including managers. This role may share responsibility as an on-site client liaison as directed my operations leadership. Location: Remote/Telecommuter position. Responsibilities: * Oversees multiple operational teams responsible for the entire revenue cycle for multiple clients * Manages individual staff performance including quality and provides training support and performance improvement plans as needed * Conducts routine account activity quality audits to ensure accounts are being worked appropriately * Sets realistic goals and priorities concurrent with organizational objectives and provides necessary support and leadership to achieve goals. * Provides assistance/resolution to external and internal client inquiries * Reports any detected trends, payments or denials and identifies procedural issues to make recommendations for improvement * Creates and maintains processes and procedures that eliminate obstacles and create efficiencies for the Denial, Underpayment and AR functions * Maintains knowledge of applicable rules, regulations, policies, laws and guidelines impacting patient accounting * Develops effective internal controls that promotes adherence to these guidelines and programs * Provides reports on a daily, weekly and monthly basis as required other reports to track productivity performance * Establishes strategic initiatives to ensure client metrics are met. * Interacts with Global Vendors, Management and Clients regarding the management of accounts, including process effectiveness and cash flow. * Directs and controls activities for a broad functional area through several operational department managers with responsibility for workforce planning, implementing process improvement initiatives and staff development. Minimum Requirements: 7+ years' Professional and Institutional medical claims experience Education: BS / BA in Business Administration or related field Critical Skills: * 5+ years' experience in Managing large teams * Inpatient, Physician and Surgical / OR facility side experience required * Ability to represent the revenue cycle at all levels of the organization * Knowledge of insurance companies' policies for reimbursement * Proven knowledge in Government and Commercial Payers * Demonstrate leadership and organizational skills with the ability to facilitate and influence decisions by motivating others to achieve excellence and both the quality of work and the approach to teamwork * Ability to develop relationships with clients and colleagues * Ability to perform V-lookups, pivot tables, formulas and graph performance results * Ability to lead team to desire goals and objectives * Strong written and verbal communication skills with the ability to write technical reports and respond to common inquiries, client complaints and regulatory agency requests * Strong analytical and PC skills with the ability to define problems, collect and summarize data and draw valid conclusions * Excellent interpersonal and organization skills * Ability to develop others, transfer job knowledge and motive others without official supervisory authority Preferred Skills: Emergency Medicine professional and facility side experience preferred Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system! Equal Opportunity/Affirmative Action Statement Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf. If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.com with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted. Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy. Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws. Change Healthcare Tampa FL

Broker Operations Manager II

Pennymac