AVP Marketing (1132) in Coppell, TX at Mr. Cooper

Date Posted: 11/14/2017

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Coppell, TX
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    11/14/2017

Job Description



Ready to be a Cooper too? This might just be right up your alley!



The AVP of Marketing, Customer Service Channel Lead Optimization Program Manager is responsible for acting as the ambassador for the development and partnership between the marketing, sales and customer service relationships. The largest source of purchase and refinance lead generation for our direct to consumer production channel is customer service. To cultivate that lead source, the AVP of CS CLOP Manager will be on site at each customer service location, including vendor sites, to work with the Customer Service training team & the Cooper Clinics trainers on product knowledge, scripts, disposition skills, incentives & contests.The development of sales scripting based on product specific marketing & sales events that will be driven through call routing tied to agent and site performance will require the partnership with the iAssist/ODM development teams and our CS partners for prioritization, testing and deployment planning that includes training and communication plans. In addition, this role will be responsible for keeping their service team “in the know” as it relates to the monthly marketing campaigns, the weekly marketing strategies and tie the goals to specific deliverables for their customer service site working with the site managers and all of the leadership at each site.Incented to build this channel and optimize their performance by hitting established lead goals and quality conversion goals at each site, this unique partnership will be paramount to the success of this position. Becoming an expert on the Customer Service Agent role, training and use of IT resources will enable the program manager to advocate for the best use of marketing dollars for short and long term business development that extends beyond lead generation and crosses into third party products, while partnering with the leadership onsite to ensure that customer service roles/goals and quality scores remain the number one priority for the agent while developing a lead driven service focused organization. The AVP of Marketing, Customer Service Channel Lead Optimization Program Manager is responsible for acting as the ambassador for the development and partnership between the marketing, sales and customer service relationships. The largest source of purchase and refinance lead generation for our direct to consumer production channel is customer service. To cultivate that lead source, the AVP of CS CLOP Manager will be on site at each customer service location, including vendor sites, to work with the Customer Service training team & the Cooper Clinics trainers on product knowledge, scripts, disposition skills, incentives & contests. The development of sales scripting based on product specific marketing & sales events that will be driven through call routing tied to agent and site performance will require the partnership with the iAssist/ODM development teams and our CS partners for prioritization, testing and deployment planning that includes training and communication plans. In addition, this role will be responsible for keeping their service team “in the know” as it relates to the monthly marketing campaigns, the weekly marketing strategies and tie the goals to specific deliverables for their customer service site working with the site managers and all of the leadership at each site. Incented to build this channel and optimize their performance by hitting established lead goals and quality conversion goals at each site, this unique partnership will be paramount to the success of this position. Becoming an expert on the Customer Service Agent role, training and use of IT resources will enable the program manager to advocate for the best use of marketing dollars for short and long term business development that extends beyond lead generation and crosses into third party products, while partnering with the leadership onsite to ensure that customer service roles/goals and quality scores remain the number one priority for the agent while developing a lead driven service focused organization. This role will play a significant role in the discussion and call routing plans with the IVR/Call Routing Team to strategize and deploy resources based on trends and needs driven from sales and season customer service volumes. In addition, they will partner with training and deliver the sales training for all new hires and develop refresher “Cooper Clinics” courses for our Customer Service Agents that tie to product/market specific trends and rollouts. They will keep our Customer Service leaders and team leads onsite looped into the goals and plans for each month and be a source for feedback and testing of one off marketing campaigns, and will be in our sales meetings with our originations partners so communication plans are established and consistent across both channels. ESSENTIAL JOB FUNCTIONS Manage the CS channel and optimize their performance as our largest lead source for portfolio retention. Keep your Customer Service team informed and engaged in the monthly marketing campaign planning and execution strategy to drive leads. Responsible for review, approval and signoff for script development, training and incentive programs for the channel and partnered with iAssist/ODM/CS Training/Communications Operations and CS VP Site managers Daily analysis with workforce management team and CS Scorecard team on performance of channel at the agent, lead, supervisor, manager, VP level by site, daily/weekly/monthly – working with all identified internal business partners to drive call routing/campaigns based on this critical feedback. Run contests that are region/site specific to drive lead volume. Put together your monthly marketing campaign plans that tie to Customer Service goals/education/incentive Be the CHEERLEADER! Let your channel know what their lead goals are, when they hit them, who the leaders are and how they are stacking up against other sites. Create excitement in partnership with other CS goals and business leadership opportunities – tie the businesses together. Develop trend analysis and recap reporting for business leaders in sales/marketing/servicing for your weekly/monthly results. Be in your numbers and work your business. Be the ambassador for sales and marketing with our CS partners. Be their advocate at the sales and marketing table for training, resources, incentive, campaign planning and call routing and messaging. FUNCTIONAL JOB COMPETENCIES Strong relationship management skills. Must be sensitive to cross functional role and the diplomacy and care that must be at the forefront of this position to be successful. Sales/Marketing/Service skills that go beyond job success and can translate into project and people management – leadership! Strong written, verbal, interpersonal, presentation skills Ability to communicate among cross corporate support functions and cross department creative channels A customer driven approach and good customer management skills Ability to work autonomously and under pressure Ability to multi-task, be highly organized, and work independently Ability to identify problems and apply creative solutions REQUIRED EDUCATION/EXPERIENCE Bachelor's degree in business or comparable degree/work experience 10+ year’s financial services experience with experience ideally in sales/marketing and customer service. Experience across mortgage production and customer service is a big plus! Project management and training experience very beneficial

Job Requisition ID:

1132

Job Category:

Marketing & Communications

Primary Location City:

Dallas

Primary Location Region:

Texas

Primary Location Postal Code:

75019

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Originations - Dallas

Additional Posting Location(s):