Job Description

Mortgage Collections Supervisor

Onsite: Coppell, TX (This is fully onsite and not a work from home opportunity)

Shift: Monday-Friday 11:00AM - 8:00PM (1 rotating Saturday morning every 3rd week)

About the Opportunity

Calculated Hire is in search of a Mortgage Collections Supervisor for our Fortune 500 Financial Services company. You will be responsible for the following components:

The Supervisor will oversee the team responsible for managing borrowers who are not engaged in active Loss Mitigation Workout options but are more than one (1) payment past due. Ensure the team operates efficiently in a blended call center environment with a focus on collections and loss mitigation initiation for customers unable to make their monthly mortgage payments. Monitor team schedule adherence and performance metrics such as Average Speed of Answer, Abandonment rate, and Handle time. Additionally, the Supervisor will act as a subject matter expert for teams outside of direct collections (Specialty Loans, Loss Mitigation, Customer Service, Legal, etc.)

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Supervise Collection Efforts: Oversee the team's collection efforts, including light skip tracing activities, ensuring there are no dialer exclusions that need to be removed, and managing manual outbound calls on loans that can’t be included within a team dialer campaign.
• Inbound and Outbound Call Management: Supervise inbound and outbound calls for collections and customer service activities, ensuring efficient operation in a blended call center environment.
• Loss Mitigation Initiation: Guide the team in initiating loss mitigation when cash collection is not possible.
• Financial Analysis: Perform and supervise cursory financial analysis to determine the legitimacy and length of any perceived hardship the borrower is experiencing, ensuring thorough documentation.
• Resolution Options: Offer and oversee short-term resolution options via repay and forbearance plans.
• Assistance Programs: Provide information and supervise the dissemination of all available assistance programs to borrowers experiencing financial hardships.
• Payment Setup and Follow-Up: Supervise the setup of One Time Drafts payments, encourage ongoing ACH payments, and follow up on promise to pays, maintaining confidentiality.
• Schedule Adherence: Ensure the team adheres to all daily call and attendance schedules while meeting investor requirements for each loan type.
• Goal Achievement: Monitor and ensure the team meets monthly goals as established in the agent scorecard.
• Data Interpretation: Ability to perform and supervise basic arithmetic operations and interpret data using whole numbers, fractions, and decimals.

Required Qualifications:

• 3+ years of collections experience
• 2+ years of direct mortgage collections
• Previous supervisory experience
• High school diploma or GED equivalent; Bachelor's degree preferred

Preferred Qualifications:

• Experience with Black Knight (MSP) and/or Sagent
• Experience in default areas (bankruptcy, foreclosure, REO, etc.)

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