Mortgage Collections Manager

Role Overview

• 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)
• Typing speed 50 wpm preferred
• LPS-MSP (Mortgage Servicing Platform) experience preferred
• 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.