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Pipeline Manager (Service Excellence)

City: O'Fallon
State/Territory: US-MO

Description

Start something good. Empower your career. Become an employee owner at Cenlar.

Employee owners have made Cenlar the nation’s leading mortgage loan subservicer.  Our unique culture is defined by our core values of respect, trust, integrity and care. Company ownership, a promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career. Consider this opportunity to join our team as Pipeline Manager.

The Pipeline Manager is responsible for staffing, forecasting and intraday planning in order to ensure the organization is staffed correctly to meet service level obligations.  This role will oversee complaints from receipt to closure.  This role uses analysis of data from various programs, complaint volume history, and other drivers, to help forecast and manage intra-day staffing levels and to determine the most effective methods for staffing adjustments.  This role ensures that client and company expectations are met in regards to timeliness of opening, responding to and resolving complaints and develops controls for reporting needs.  Lastly, this role will be responsible for pipeline load balancing, accurate work assignment and creation of strategies to best use staff and work types to yield accurate and timely closure of cases.  

Responsibilities:

  • Works directly for the Director of Borrower Experience and is responsible for the strategy of the workflow, pipeline management and capacity planning for Executive Resolution and Quality Department
  • Ensures work is assigned to the right staff and the appropriate amount of staff in order to meet Complaint Program and Client SLAs  
  • Owns the Intake process, ensuring cases are accurately and timely assigned, appropriate interfacing with clients and adequate controls are in place
  • Manages team performance which includes coaching, counseling, evaluating and motivating employees 
  • Manages all client escalations to ensure timely and accurate responses
  • Creates reports that support successful execution of the pipeline strategy
  • Owns and manages the functionality of the complaint management tool; ensures all system issues are addressed timely and works in partnership with Knowledge Management

Qualifications:

  • Bachelor’s degree or equivalent work experience
  • 7+ years of capacity planning, data analysis, operations or related experience, preferably in the Mortgage Servicing industry
  • Demonstrated leadership experience required
  • Strong analytical skills
  • Ability to utilize strategic thinking when making decisions
  • Experience utilizing strong change management techniques
  • Strong attention to detail with ability to organize, prioritize and multitask effectively
  • Ability to build effective relationships
  • Experience in a role where a high level of influence was required to be successful
  • Experience mining large amounts of data
  • Working knowledge and experience with Microsoft Office;  Word ,Excel, PowerPoint and Visio

Total Rewards:

As an employee-owner at Cenlar, you’ll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.

Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer M/F/D/V/SO.



 


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