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Loan Counseling Supervisor

Description



The Loan Counseling Supervisor will work closely with the Loss Mitigation Manager in managing the delinquency control for the collections department. The Loan Counseling Supervisor will provide daily supervision and work direction for their assigned collections team. In addition to directing staff in the efficient resolution of collections in order to reduce exposure, loss and maintain delinquency/loss ratios that are consistent with state, regulatory, and investor guidelines

Responsibilities:
  • Supervise collections staff
  • Determine appropriate distribution of accounts among collectors based on degree of difficulty, volume, and loan type; directly or through staff works with delinquent customers to avoid further delinquency
  • Works with Loss Mitigation Manager to ensure individual and departmental goals are consistent with company goals
  • Address and resolve all escalations regarding customer complaints
  • Provide coaching, mentoring, and training to other loan counselors
  • Partner with human resources for recruiting efforts, conduct interviews for collection staff, and recommend hiring of qualified candidates
  • Initiate disciplinary actions and accommodations for staff as set forth through company policy and procedure, utilizing consultation from Loss Mitigation Manager and Human Resources
  • Effectively coach, mentor, motivate, and communicate with staff
  • Actively identify process improvement opportunities
  • Assist in developing policies and procedures to provide for more efficient collection processes
  • Review and approve staff time sheets
  • Conduct regular staff meetings
  • Create, maintain, and send department reports to executive management
  • Interact with other business units with Colonial
  • Recommend loss mitigation referrals upon reviewing breach validation
  • Analyze feasibility of short sale or long term repayment plan to mitigate losses
  • Escalate to management any deficiencies, problems, or concerns that might be a potential risk
  • Ability to develop and maintain effective and positive client relationships
  • Other duties as assigned


Requirements:
  • 2+ years in Customer Service
  • 3+ years Supervisory experience
  • Thorough knowledge of collections
  • Thorough knowledge of applicable company policies, procedures, state, regulatory, and federal rules and regulations
  • Ability to identify and resolve complex issues with minimal guidance
  • Ability to work in a fast paced changing environment
  • Ability to analyze large amount of data and condense into executive level analytics
  • Ability to organize, schedule, and track details with minimal oversight
  • Ability to multitask and meet deadlines simultaneously
  • Analytical skill set with rigorous attention to detail
  • Excellent negotiation skills and the ability to handle difficult calls with tact and diplomacy
  • Strong interpersonal skills
  • Excellent written and verbal communication skills
  • Must be able to work effectively and efficiently under pressure


This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer

M/F/Disability/Vet.

Member FDIC | Equal Housing Lender | NMLS ID 401285

Requirements

 

Job Snapshot

Location US-TX-Fort Worth
Employment Type Full-Time
Pay Type Hour
Pay Rate N/A
Store Type Banking
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Company Overview

Colonial Savings

Colonial is a national provider of banking, home loans and insurance. Founded in 1952, the company has $1 Billion in assets and is privately held by choice to ensure our focus remains on our customers and not the expectations of Wall Street. Colonial is rated “Five Stars – Highly Recommended” as one of the strongest financial institutions in the country by Bauer Financial, a leading analyst, and has earned Fannie Mae’s Four STAR award for customer service and foreclosure prevention, as well as the highest achieving STAR Performer for best practices in General Servicing, Collections/Loss Mitigation and Neighborhood Stabilization in 2014. Learn More

Contact Information

US-TX-Fort Worth
Colonial Savings
Snapshot
Colonial Savings
Company:
US-TX-Fort Worth
Location:
Full-Time
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
Banking
Store Type:

Description



The Loan Counseling Supervisor will work closely with the Loss Mitigation Manager in managing the delinquency control for the collections department. The Loan Counseling Supervisor will provide daily supervision and work direction for their assigned collections team. In addition to directing staff in the efficient resolution of collections in order to reduce exposure, loss and maintain delinquency/loss ratios that are consistent with state, regulatory, and investor guidelines

Responsibilities:
  • Supervise collections staff
  • Determine appropriate distribution of accounts among collectors based on degree of difficulty, volume, and loan type; directly or through staff works with delinquent customers to avoid further delinquency
  • Works with Loss Mitigation Manager to ensure individual and departmental goals are consistent with company goals
  • Address and resolve all escalations regarding customer complaints
  • Provide coaching, mentoring, and training to other loan counselors
  • Partner with human resources for recruiting efforts, conduct interviews for collection staff, and recommend hiring of qualified candidates
  • Initiate disciplinary actions and accommodations for staff as set forth through company policy and procedure, utilizing consultation from Loss Mitigation Manager and Human Resources
  • Effectively coach, mentor, motivate, and communicate with staff
  • Actively identify process improvement opportunities
  • Assist in developing policies and procedures to provide for more efficient collection processes
  • Review and approve staff time sheets
  • Conduct regular staff meetings
  • Create, maintain, and send department reports to executive management
  • Interact with other business units with Colonial
  • Recommend loss mitigation referrals upon reviewing breach validation
  • Analyze feasibility of short sale or long term repayment plan to mitigate losses
  • Escalate to management any deficiencies, problems, or concerns that might be a potential risk
  • Ability to develop and maintain effective and positive client relationships
  • Other duties as assigned


Requirements:
  • 2+ years in Customer Service
  • 3+ years Supervisory experience
  • Thorough knowledge of collections
  • Thorough knowledge of applicable company policies, procedures, state, regulatory, and federal rules and regulations
  • Ability to identify and resolve complex issues with minimal guidance
  • Ability to work in a fast paced changing environment
  • Ability to analyze large amount of data and condense into executive level analytics
  • Ability to organize, schedule, and track details with minimal oversight
  • Ability to multitask and meet deadlines simultaneously
  • Analytical skill set with rigorous attention to detail
  • Excellent negotiation skills and the ability to handle difficult calls with tact and diplomacy
  • Strong interpersonal skills
  • Excellent written and verbal communication skills
  • Must be able to work effectively and efficiently under pressure


This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer

M/F/Disability/Vet.

Member FDIC | Equal Housing Lender | NMLS ID 401285

Requirements

 
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Loan Counseling Supervisor Apply now