LoanCare

Vice President, Collections

LoanCare

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $123,600 - $231,800 per year

Job Level

Lead

About the role

  • Leadership and oversite of all call center management and staff for Collections at all servicing locations, as well as associated vendor relationships.
  • Lead and develop a team that reflects our core values, as well as manage staffing levels and associated expenses.
  • Implement strategy and tactics to continuously improve KPIs that improve the customer experience throughout all channels.
  • Review the daily statistics across all agents to ensure compliance with all set metrics and measurements of the call center.
  • Function as the executive escalation point for team members.
  • Maintain and improve Customer Experience operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Participate in strategic initiatives; provide insights on customer and team member impact of organizational initiatives.
  • Understand and comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) as well as investor, government, client and LoanCare policies and procedures.
  • Ensure that employees, processes, and procedures under area of supervision comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and LoanCare policies and procedures.
  • Through subordinate managers and supervisors, distributes work assignments to call center agents.
  • Performs quality control reviews as needed.
  • Manages vendors used in conjunction with departments under management as assigned.
  • All other duties as assigned.

Requirements

  • High School Diploma or equivalent required.
  • Bachelor’s degree in business administration, finance or a related field, or an equivalent combination of education and experience.
  • 7+ years of overall leadership experience and Call Center leadership with increasing responsibility levels required.
  • 10+ years’ experience in mortgage servicing or financial services with a strong background in Collections and Customer Service.
  • Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending.
  • Leadership and management skills with the ability to motivate, mentor, train, coach, evaluate performance, and lead a multi-functional staff in a fast-paced, dynamic environment.
  • Experience with telephone, VRU, workforce management systems, agent performance, and customer-facing web applications.
  • Ability to enter and to extract data in a computer database for the purpose of researching and resolving customer inquiries.
  • Strong communication skills with ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with all external parties.
  • Strong people skills and people management skills.
  • Problem solving and critical thinking skills.
  • Strong “Service that Exceeds Expectations” focus.
  • Intermediate MS Office skills.
  • Ability to deliver impactful and thoughtful presentations.
  • Ability to build rapport and make unpopular decisions when necessary.
  • Thrive in fast paced changing environments.
Benefits
  • Optional medical, dental, vision, life, and disability insurance
  • Paid holidays, vacation, and sick leave
  • Matching 401(k) plan and employee stock purchase plan
  • Access to mental health resources, including free Calm memberships
  • Discounts on gym memberships, pet insurance, and employee purchasing programs
  • Access to a tuition reimbursement program that supports your continued education and professional growth.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
call center managementcollectionscustomer servicedata entrydata extractionquality controlperformance evaluationprocess improvementKPI managementmortgage servicing
Soft Skills
leadershipteam developmentcommunicationproblem solvingcritical thinkingmentoringcoachingmotivatingbuilding rapportadaptability