Vice President Collections/Customer Service (3069) in Longview, TX at Mr. Cooper

Date Posted: 5/23/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Longview, TX
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    5/23/2018

Job Description



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



We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.


The VP of Collections/Customer Service is responsible for the planning, administrating and managing activities involved in the Customer Service department. Accountable for meeting forecasted staffing goals, availability, development of staff, and MIS reporting.  Expected to work closely with Call Center Operations and Web Development teams to improve borrower self-service options on IVR and Web.


Roles & Responsibilities:

  • Develop, implement and analyze trending customer service outreach strategies.
  • Resolve serious customer issues that have been escalated to management level and servicing issues.
  • Develop and communicate outsourced/offshore department and individual goals, policies and strategies.
  • Monitor outsourced/offshore tracking and performance monitoring mechanisms, as necessary, to keep management team apprised of operational activities.
  • Responsible for ensuring outsourced/offshore staff managers prepare the monthly customer service reporting and projections.
  • Develop root cause analysis structure to correct issues/reasons for customer calls, ultimately reducing call flow into call center by presenting more complete, accurate information and self service options for borrowers.
  • Maintain awareness of the mortgage industry and make recommendations to management as appropriate.
  • Development of existing outsourced/offshore staff, interviews and hiring of add to staff, management of call center turnover.
  • Develop root cause analysis structure to correct issues/reasons for customer calls, ultimately reducing call flow into call center by presenting more complete, accurate information and self service options for borrowers.

Core Requirements:

  • Develop, implement and analyze trending customer service outreach strategies.
  • Resolve serious customer issues that have been escalated to management level and servicing issues.
  • Develop and communicate outsourced/offshore department and individual goals, policies and strategies.
  • Monitor outsourced/offshore tracking and performance monitoring mechanisms, as necessary, to keep management team apprised of operational activities.
  • Responsible for ensuring outsourced/offshore staff managers prepare the monthly customer service reporting and projections.
  • Develop root cause analysis structure to correct issues/reasons for customer calls, ultimately reducing call flow into call center by presenting more complete, accurate information and self service options for borrowers.
  • Maintain awareness of the mortgage industry and make recommendations to management as appropriate.
  • Development of existing outsourced/offshore staff, interviews and hiring of add to staff, management of call center turnover.
  • Develop root cause analysis structure to correct issues/reasons for customer calls, ultimately reducing call flow into call center by presenting more complete, accurate information and self service options for borrowers.


Job Requisition ID:

3069

Job Category:

Servicing

Primary Location City:

Longview

Primary Location Region:

Texas

Primary Location Postal Code:

75601

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Servicing

Additional Posting Location(s):


Alternate Requisition:

No

CHECK OUT OUR SIMILAR JOBS

  1. Administrative Jobs
  2. Bookkeeper Jobs