Customer Solutions Manager - Remote

LoanCare is a leading full-service mortgage loan subservicer, dedicated to delivering excellence to banks, credit unions, and homeowners. They are seeking a Customer Solutions Manager to lead operations, manage consumer requests, and ensure compliance with regulations while developing staff and improving service outcomes.

Responsibilities:

• Manage, coach, counsel and develop department operations and assigned and staff
• Review consumer complaints and responses; ensure responses are prompt and adhere to state/federal regulations
• Ensure information requests from consumers are in compliance with CFPB requirements
• Provide monthly consumer information request trends and reports to senior management
• Maintain accurate investor reporting requirement records as specified in servicing agreements; ensure changes requested by investors are implemented
• Establish procedures for the department and ensure proper controls are in place
• Establish metrics/goals for research and mortgage resolution staff; manage achievement of goals
• Support the Call Center on escalated issues and consumer improvement initiatives
• Report to government agencies as required
• Remain updated on loan servicing government regulations
• Manage internal tracking systems and processes
• Distribute work assignments to Special Loans staff through subordinate supervisors
• Perform quality control reviews as needed
• Prepare the department annual budget, expectations, and goals
• Manage vendors used in departments under management
• Develop products used in departments under management and assist in promoting those products
• 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
• Strong leadership skills with the ability to train/coach and mentor staff
• Strong knowledge of mortgage lending/servicing industry
• Strong knowledge of state/federal laws and regulations applicable to mortgage and consumer lending
• Strong knowledge of workflow processes, staffing needs, and operational costs in a collections operation
• Ability to prepare an operating budget and anticipate/explain variances
• Ability to apply data/information to the solution of administrative and operating problems
• Ability to manage time and priorities wisely
• Ability to grasp concepts quickly, make sound decisions, and resolve issues
• Ability to work independently with minimal direction and effectively meet deadlines
• Ability to collaborate with peers in a team environment to attain common goals
• Ability to communicate effectively in writing, in person, and by telephone
• Ability to use Microsoft Office applications (Excel, Word, PowerPoint, etc.)
• Ability to maintain strict confidentiality
• Bachelor's Degree in Business or related field preferred
• 8+ years of customer service experience (preferably in mortgage servicing or mortgage banking)
• 5+ years of managerial experience preferred