Home Mortgage Senior Collections Recovery Manager

Description

In this role, you'll experience new things, create new opportunities, think beyond your role, and make an impact! As the Collection Recovery Senior Manager, you will supervise a group of collectors as part of a larger unit to meet required business needs and performance measurements. You will play a key role in facilitating business plans, operational policies, procedures, and systems which support your department's long-term, strategic objectives as well as ensuring that staff are in compliance with these and other business policies. To thrive in this role, you must be a motivated, proactive self-starter who responds positively to requests and has strong communication and interpersonal skills. You will be responsible for setting the standard for creating and maintaining a customer focused, risk-averse operating model for areas of responsibility. In this role at Citizens, you're made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!

Primary duties/responsibilities

To be a successful Mortgage Collection Recovery Senior Manager, you will also:

• Evaluates current methods of collection operations for quality, efficiency, effectiveness, and cost consideration.

• Supervises collections projects related to new services and products to ensure that specific collection goals are met.

• Engages in efforts to minimize loss and meet assigned collection goals.

• Resolves diverse nonroutine problems that deviate from standard collection policies as they occur.

• Familiar with mortgage investor, Fannie Mae, Freddie Mac, and Ginnie Mae collections' requirements.

• Partner with Default Servicing Operation Leaders to ensure Default Collections Program delivers on investors' requirements.

• Be a Hands-On Problem Solver and Critical Thinker. Must be ready and able to roll up sleeves and contribute to driving the vision.

• Need expertise in Mortgage Default Servicing Operations and solid understanding of collection efforts and counsel customers who are experiencing financial hardship.

• Be accountable for prioritizing work, managing program budget and resource needs.

• Work closely with technology, digital, customer experience and Mortgage Default operations team to effectively solicit requirements.

• Strong background and experience in with creating ways to optimize loss performance and streamline operations.

• Exceptional organization and project management skills and the ability to work with various internal stakeholders under tight deadlines.

• Strong presentation, influencing and negotiation skills coupled with advanced MS Office skills.

• Exceptional communication skills both written and oral

• Ability to connect and effectively communicate with people of all levels and functions.

• Excellent leader - able to motivate and develop high-performing individuals.

• Able to thrive and prioritize in a constantly changing environment.

• Cultivate an environment of continuous innovation that improves process and customer experiences.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Bachelor's degree

• 7+ years of experience in Mortgage Default operational processes

• Project Management and process management skills, SIPOC, FMEA, Controls, etc.

• Familiar with Mortgage Servicing Platforms, MSP, Loansphere, Decisioning tools

• Proven experience with:

• Mortgage investor, Fannie Mae, Freddie Mac, and Ginnie Mae collections' requirements.