Self Help Africa

Manager

• Manage the Servicing functions within the Secondary Market team including: Manage servicing, by third-party servicers, of purchased portfolios, comprised of mortgage and consumer loans: Including servicing, loss mitigation, and default management
• Monitoring trends to identify and mitigate potential risks
• Managing servicer quality assurance reviews as well as any applicable remediation plans
• Monitor Industry standards to ensure servicing compliance and best practices.
• Manage sub-servicer, vendor, and GSE relationships.
• Manage the hiring, coaching, development, and assessment of staff.
• As part of the team’s leadership, actively contribute in setting team strategies, identifying operational impacts, and managing the overall team to achieve established goals.
• Participate in special projects and other duties, as assigned.

Mortgage and Consumer Loan Servicing Manager

• Increase organizational efficiencies through process streamlining, the review and evaluation of workflows, and cross-team coordination.
• With senior leaders, coordinate and manage high-level projects deemed critical to advancing organizational priorities.
• Monitor project progress and adjust as needed; measure project performance to identify areas for improvement.
• Examples of other types of related assignments and projects may include: Working with CRL senior leaders to organize and mobilize organizational resources around new initiatives/issues for CRL to pursue.
• Facilitate and organize meetings of senior leaders within the assigned portfolio, including weekly leadership meetings and management retreats.
• Providing analytical support on major operational decisions/processes.
• Tracking and helping to prioritize activities within CRL that require the senior leaders’ attention.
• Joining a collaborative table of mission-aligned advocacy partners to advance specific policy agendas.
• Performing other duties as assigned.
• Work alongside staff and help build and promote a responsive culture.
• Help develop and lead the implementation of initiatives that promote and support continuous employee engagement, culture development, and organizational transformation.
• Provide guidance and support to finance and operations staff team.

Special Projects Manager

Call Center Representative

• Successfully respond to member questions raised via phone, email or online portal or forward to appropriate individuals for response
• Process and assist with home loan payments via telephone and internet tools
• Cross-sell credit union products and services when appropriate
• Provide preliminary information on IRA accounts, loan products and collection activities
• Research member inquiries to ensure proper follow up and satisfaction
• Process online membership applications
• Assist members with forms that may require electronic signatures
• Provide support for mobile and online banking customers

Mortgage and Consumer Loan Servicing Manager

Special Projects Manager

Contact Center Representative