Coordinate and manage the daily operations of the Collections and SPOC Single Point of Contact Department through subordinate supervisors and staff.
Ensure all appropriate controls are in place for key task job functions to guarantee compliance with all investor, insurer, client, and LoanCare policies, procedures, requirements, and guidelines to avoid significant monetary loss and audit findings; ensure all key tasks are completed promptly and accurately.
Develop and implement monthly collection strategy in compliance with investor, insurer, client, and LoanCare guidelines, requirements, agreements, and SLAs; set appropriate objectives that tie into corporate goals.
Manage, coach, counsel and develop assigned staff.
Ensure adequate staffing and training/development of staff to meet operational needs.
Ensure policies and procedures are reviewed and conform to company standards and client requirements; update quarterly/as needed and send to quality control for review.
Prepare / distribute monthly management trend reports and key activities for all areas.
Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training.
All other duties as assigned.
Requirements
High School Diploma or equivalent required
Bachelor’s degree or equivalent work experience preferred
6-8 years of default experience with a significant degree of technical knowledge of default administration and investor/insurer guidelines and compliance
5+ years of supervisory/management experience preferred
Demonstrated leadership/management skills
Ability to motivate, mentor, train/coach, evaluate performance and lead staff in a fast-paced, dynamic environment
Advanced problem-solving, organizational, and planning skills
Strong negotiation and conflict resolution skills
Strong knowledge of workflow processes, staffing needs, and operational costs
Knowledge of investor, government, client, and LoanCare policies, reporting requirements, and guidelines
Analytical and mathematical skills sufficient to calculate, build, and evaluate performance metrics and apply them to increase efficiencies
Advanced analytical thinking skills to analyze problems and apply data/information to solve administrative and/or operating problems and provide appropriate solutions
Ability to audit and analyze work outputs by interpreting government, agency, and department guidelines/standards
Ability to handle multiple priorities, prioritize workflow during high volumes, and meet strict deadlines
Ability to provide precise attention to detail and concern for accuracy/consistency in results
Ability to adapt to frequently changing processes/procedures and handle other essential tasks as assigned
Excellent verbal, written, and interpersonal communication skills
Proficient in Microsoft Office applications (e.g., Word, Excel, Outlook)
Ability to operate standard office equipment (e.g., personal computer, 10-key calculator, copier, fax machine, scanner, microfilm reader, etc.)
Benefits
Optional medical, dental, vision, life, and disability insurance
Paid holidays, vacation, and sick leave
Fidelity National Financial matching 401(k) and employee stock purchase plans
Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
Programs that celebrate achievements and milestones
Discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.