Correspondence Response Supervisor

Profile

Position Summary
Lead a mortgage servicing correspondence team resolving high risk consumer complaints. This includes driving the full resolution of the customer’s substantive concern in collaboration with the appropriate RPMS business units and escalating possible systemic issues illustrated by consumer complaints to management for further review. The Response Supervisor leads the team in resolving complex and sensitive consumer complaints with discretion, efficiency, and thoroughness. The Response Supervisor is responsible for ensuring all resolutions are communicated to the customer in an appropriate resolution letter drafted in accordance with RPMS customer communications principles and completed within the time period provided by the CFPB Mortgage Servicing Rules, other applicable law, and RPMS SLAs.
The Correspondence Response Supervisor reports to the VP–Correspondence and must develop strong working relationships with direct reports, key stakeholders, vendors, investors, co-workers, and customers.
Primary Responsibilities
Manage a team including motivating, hiring, training, performance management and setting monthly goals
Address the escalation of issues and coordinate with appropriate internal and external resources to provide resolution
Lead the day to day practical implementation of the Company’s policies and procedures, as well as state and federal law requirements, with respect to customer correspondence, Notices of Error, and Requests for Information
Control the pipeline of escalated consumer complaints (CFPB, State Regulator & AG, BBB), qualified written requests, and notices of error
Control the creation of thoughtful, detailed, and actionable fact documentation; action item recommendations for process improvement; and clear, fair, and objective documentation of human error in each case file
Contribute to the interdepartmental complaint review process
Control the resolution process to ensure that all resolutions are completed on the basis of what is best for our customers with a judicious appreciation of risk
Alert leadership of emerging risks illustrated by customer communications and/or revealed during the resolution research process
Act as an internal advocate for White Glove Service and continuous improvement
Control the process to ensure all correspondence is logged and tracked
Maintain department regulatory compliance; keep informed on changes in regulation
Establish productivity objectives and strategies
Monitor productivity and provide assistance to staff when needed
Review/prepare reports for management
Create and update procedures for the team
Team scheduling
Generate quality assessment reports
Recommend process improvements and training opportunities based on analysis of work produced
Working with cross-department co-workers to ensure that all service delivery objectives are met
Contribute to continuous improvement projects to improve efficiency and lower costs
Other work related duties, as assigned

Responsible for meeting RoundPoint’s commitment to compliance
Qualifications
Required:
College degree required
1-3 years supervisory experience
Excellent communication skills (verbal and written) and persuasive communication style
Ability to direct, lead, and motivate others in a team environment
Detail oriented and organized
Strong analytical skills and numeric aptitude
Ability to meet goals and deadlines under pressure in a fast paced, stressful environment
Ability to work a flexible schedule to include required evening and weekend hours
Strong knowledge of RESPA guidelines and the legal responsibilities involved with servicing loans and responding to Notices of Error and Requests for Information
RoundPoint’s Employee Value Proposition:
A team where quality is required, hard work is rewarded, and wins happen.
Our mission is to serve our homeowners and all of their homeownership needs. We do this by embracing challenges, executing with excellence, and fostering a positive work culture that encourages personal and professional growth. We are on the fast track to becoming the premier marketplace for all things home, and the National Mortgage News and Best Companies Group just named us one of 2019's Best Mortgage Companies to Work For! Without a doubt, RoundPointers are what make this company a great place to work! That’s why we hire individuals who share our core values: Energy, Ethics, Execution, Everyone, and Earn it!
As a RoundPointer, we will empower you to innovate, provide meaningful solutions, set goals and crush them, play hard, and give back to the community! Our secret sauce is our mantra, All In. All Win. Together, we can achieve great things!
Physical Demands & Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:
The employee is regularly required to talk or hear.
The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

Company info

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