Customer Care Correspondence Management

Position Description:

A person in this role will have the unique opportunity to manage a team of Customer Care Correspondence Writers who collaborate with all business units across the organization to research and respond to a wide-range of mortgage servicing inquiries. In this this role, you’ll have the opportunity to positively impact the customer experience by motivating and coaching your team members to be successful in their position, and identifying opportunities for process and service improvements.

Key responsibilities of this position include:

• Lead team of writers who research and respond to a full-range of mortgage servicing topics, including executive-level inquiries, escalated issues, and general correspondence items
• Ensure team members meet productivity standards and achieve service level objectives when responding to customer inquiries in a professional, accurate, and timely manner
• Collaborate with business units across the organization, Legal, and ORA to ensure responses appropriately address the needs of the customer and organization
• Maintain department policies and procedures to ensure processes are documented and meet business and compliance objectives

Position Requirements:

Requires a Bachelor’s degree plus 3-5 years management experience, OR in lieu of a degree, commensurate work history of 5-7 years of experience in an operational, financial services, mortgage servicing or corporate environment will be considered. Work history must include demonstrated success managing/leading a team, to include performance, productivity, engagement and a process improvement background.

Qualified candidates should have experience and demonstrated performance in these areas:

• Leadership experience and interpersonal skills with the ability to motivate and develop team members to reach or exceed performance goals
• Customer-focused problem analysis and problem solving skills
• Proven time management and organizational skills to effectively manage resources to consistently meet deadlines
• Ability to analyze processes and make recommendations for improvement
• Excellent written and verbal communications skills
• Proficient in Microsoft Office applications

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.