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Manager - Mortgage Banking Customer Assistance - Lewisville, TX

Job Description

Position Summary:
The Customer Assistance Manager is responsible for planning, organizing and overseeing activities for a  group of CA employees providing leadership, guidance, and support to the CA Management team. The role ensures administrative and operational compliance with regulatory requirements and Chase’s policies and procedures.
The Customer Assistance  Manager is accountable for ensuring objectives and standards are consistently met for the overall customer experience. At times the CA Department Manager may communicate with customers and approved third parties (not limited to but including investors, attorneys) for escalated issues and problem resolution.
Business Description:
This group manages the customer experience throughout the default modification process and afterward.
Core Competencies:
  • Understands and communicates the company’s mission to support customers
  • Ensures employees treat customers with empathy, respect and dignity
  • Proficient in the technical components of the job
  • Ensures adherence to deadlines
  • Works well under pressure
  • Regularly communicates with staff (e.g. walking the floor, team huddles, staff meetings, one-on-ones)
  • Sets clear expectations and holds employees accountable
  • Regularly assesses employee performance and provides feedback and coaching to improve performance
  • Ensures policies, procedures and processes are communicated, understood and followed
  • Manages staffing levels and employee workloads to appropriate benchmarks
  • Escalates important issues in a timely manner
  • Creates and maintains a positive work environment for all employees
  • Has an “open door” policy and encourages employees to raise their concerns

Principal Duties and Responsibilities (in order of importance):

  • Oversees a Customer Assistance (“CA”) division comprised of 300 plus employees and is responsible for leading, planning, organizing and directing the CA management team.
  • Provides guidance and offers expertise to team and functional subordinate managers within the CA organization. Recommends staffing levels and personnel actions such as hiring, terminations, promotions, transfers, disciplinary and salary actions
  •  Develops the skills of managers through a combination of goal-setting, delegation, one-to- one coaching, counseling, and performance management.
  • Ensures compliance with department, investor and regulatory rules, and department Service Level Agreements (SLAs), including in response to customer inquiries regarding mortgage defaults and loss mitigation options.
  • Reviews pipeline management, call monitoring account monitoring reports and escalations. Monitor team pipeline based on LOB set servicing standards to ensure the customer and/or third party experience meets or exceeds business requirements through constant contact, education, and timely resolution of issues raised by both the borrowers and staff alike.
  • Monitors communication and teamwork with internal/external partners to ensure timely hand off and communication of process to borrowers
  • Reviews teams’ performance to provide timely constructive feedback, and ensure execution through action plans. Coaches to ensure that customer service and call quality standards are understood and achieved
  • Conduct one- to-one team and skip level meetings with CA Team.
  • Effectively communicate Chase, LOB and Department, and Management initiatives, expectations, updates and changes through clear and concise communication
  • Reviews organization performance by Account Reviews and audits to ensure compliance with department, investor and regulatory regulations.
  • Recommends and implement specific policies, processes and procedures to ensure maximum effectiveness
  • Participates in senior manager strategy meetings and provides input into capacity planning
  • Provides updates to Senior Management on performance and productivity results
  • Participates and presents in monthly Business Reviews with Senior Management

Knowledge and Experience: 

  • High School Diploma or equivalent required; College degree strongly preferred
  • 5-7 plus years of combined mortgage experience, including underwriting, bankruptcy, foreclosure, REO collections and/or loss mitigation preferred
  • 3-5 or more years of experience managing in a high productivity customer contact center preferred
  • Extensive experience managing management level staff strongly preferred and remote staff a plus
  • Excellent written and verbal communication skills
  • Strong analytical and decision making skills
  • Flexible and adaptable; possess excellent change management skills
  • Strong team building skills; ability to train, manage and motivate staff
  • Previous experience managing budget, capacity planning, business planning and strategic critical thinking strongly preferred.
Req #: 160039383
Location: Lewisville, TX US
Job Category: Collections
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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