Supervisor - Specialty Loan Contact Center

About the role

The Supervisor Specialty Loan Contact Center supervises the Special Loans Teams within the Contact Center. This in-office team is responsible for servicing business purpose mortgage loans and handling escalated customer concerns. These functions are customer facing through voice and digital channels and handle servicing needs from end to end based on customer and client needs. The position assists the management team in executing all strategies to minimize loss severity and frequency on an assigned mortgage portfolio. How you will contribute : The Supervisor is an important leader responsible for daily execution, coaching of direct reports, and exemplary service delivery. Key responsibilities include, but are not limited to: Ensuring alignment of the team's daily activities to departmental goals Providing ongoing training, coaching, performance management, and team member development, ensuring Key Performance Indicators (KPIs) are met Ensuring execution of team's daily operations responsibilities, for example calling campaigns, data management and reporting Collaborating with the department manager by providing recommendations for procedural changes, process improvements, and employee experience strategies that put people first Assisting with strategy formation for improving resolution execution in terms of frequency and loss severity within their respective portfolio team Communicating strategies to team members and other stakeholders Understanding and continuing the evolution of success measurements, educating others about them, engaging others to help evolve them as the definition for the team's success Facilitating regular meetings as a team and individually with each direct report(s) Providing recommendations for minimizing loss severity through loss mitigation Analyzing specific financial situations; recommending and initiating the proper loss mitigation tool to assist each borrower Meeting individual and team goals to reduce loss severity by completing short sales, loan modifications, refinances, deeds in lieu, or alternative dispositions Meeting individual and team goals to reduce delinquency by completing reinstatements, repayment plans, deferrals, modifications, etc. Handling priority and special handling loans, such as high value assets, where needed Handling escalated phone calls Participating in presentations for investors, rating agencies, and other servicing platform visitors. Analyzes specific financial situations; recommends and initiates the proper loss mitigation tool to assist each borrower Establishing internal controls to reduce errors and customer complaints in partnership with the department manager. Developing and maintaining department policies and procedures Skills you will bring: Bachelor's degree preferred or commensurate experience, at least 5 years' experience working within a mortgage servicing contact center Strong leadership skills with the demonstrated ability and experience leading teams Problem solving, decision-making and the ability to effectively influence others positively while engaging them in the process Ability to produce quality work with an eye for the details Advanced analytical and reporting skills; effectively taking both a strategic perspective and diving in deeply as required by the situation Ability to work well under pressure, handle competing priorities and meet deadlines A high level of confidentiality to protect privacy rights, demonstrated track record of working in highly regulated environments Effectiveness as a team player and co-creator with colleagues, subordinates, and leaders Ability to easily prioritize job duties according to the needs of the company Strong sense of professionalism and positivity Strong professional and interpersonal communication skills verbally and through written electronic correspondence Ability to develop rapport with all levels of associates and establish credibility Excellent listening skills and the ability to use good judgment Strong interpersonal/relationship building skills Ability to work with a variety of people and have coping skills to handle difficult personalities, ranging from coworkers to clients Why Selene?