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Default Administration Manager

City: Tempe
State/Territory: US-AZ

Description

Who is Cenlar?

             

You are.

 

Employee-owners have made Cenlar one of the nation’s largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday. Get your share of our success by considering the opportunity to join our team as a Default Administration Manager.

 

Job Summary:

This position is responsible for leading teams that handle a combination of Collections, Loss Mitigation and Default Administration functions. In addition, is versed in dialer administration, workforce management, and business analytics in a high volume call center environment.  Responsible for the execution of daily collections strategies in a blended inbound/outbound environment.  Monitors portfolio delinquency performance for the 1-29, 30, 60, 90, and 120+ delinquency buckets, as well as the number of loss mitigation workouts initiated and the number of loans entering foreclosure on a monthly basis.  Identifies productivity and efficiency opportunities, as well as portfolio trends where additional focus is needed.  Ensures appropriate management controls are in place for all departmental tasks and functions. 

 

Responsibilities:

  • Partners with the other Default Call Center managers to ensure all daily inbound and outbound collection calls are handled.
  • Collaborates with clients and Default Call Center management to establish and evaluate outbound call campaign strategies.
  • Ensures adherence to internal service levels related to call center and processing time frames.
  • Interfaces with the dialer administration team as it relates to the effective daily execution of all dialer related process.
  • Coordinates with the workforce management team on all related functions including call forecasting, scheduling, intra-day monitoring, etc.
  • Works with staff to develop and monitor individual and departmental goals, providing effective feedback and guidance on a regular basis.
  • Reviews key performance indicators and pipeline management reports with senior management on a weekly basis.
  • Ensures that department procedures are updated timely to reflect all regulatory and compliance updates.
  • Evaluates business processes and makes necessary changes to daily procedures.
  • Responds to internal and external audit findings by preparing formal responses and ensuring remediation of noted issues.
  • Responsible for expense management and budget oversight for the department.Ensures all controllable expenses are maintained within budget each month and all variances are understood and explained.
  • Ability to manage staff and work being completed in multiple locations.

     

     

Qualifications:

  • 10+ years of experience leading teams in mortgage default servicing operations including Collections, Loss Mitigation, Single Point of Contact, Document Processing, etc.
  • Strong knowledge of current practices, procedures, and regulations/laws related to default administration for GSE, HUD and other government agency mortgage loans.
  • Expert knowledge of OCC, CFPB, FDCPA, RESPA and state law servicing guidelines.
  • Ability to learn and understand the complexity of sub-servicing, while continuously assessing efficiencies of default administration in order to improve service levels and profitability.
  • Previous experience managing dialer administration in a large call center environment, including the use of call blending and best time to call technologies.
  • Previous experience managing workforce management functions including forecasting, scheduling, intra-day monitoring, reporting, etc.
  • Excellent written and verbal communication skills.
  • Strong analytical and problem solving skills.
  • Ability to work independently and take initiative, while multi-tasking in a fast paced environment
  • Ability to prioritize and manage time effectively to meet strict deadlines.
  • Schedule flexibility as it relates to call center hours of operation.Must be able to work evenings and weekends as needed.
  • Working knowledge of the Black Knight MSP servicing system
  • Working knowledge of MS Outlook, Word, Excel, Power Point, and ability to learn industry related systems.
  • College degree preferred, or equivalent business experience in a fast paced call center environment

     

     

Total Rewards:

Cenlar FSB offers outstanding benefits which may include paid medical/dental/life insurance, 401k, employee ownership, tuition assistance, a supportive work environment, and genuine opportunities for advancement. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO .

 

Visit www.cenlar.com for more details.

 

Please apply online .



 


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