PennyMac
Customer Service Supervisor
At a glance
Location: US-TX-Fort Worth Map
Posted: 11/17/2019
Closing: 12/16/2019
Degree: 4 Year Degree
Type: Full-Time
Experience: Not Specified
PennyMac
Job description

The Customer Contact Supervisor will supervise and coordinate the activities of workers engaged in collecting overdue payments for residential real estate mortgage loans from customers by performing the following duties.

Job Description
  • Supervises and monitors customer contact activities and work flow to ensure goals of the department and staff are accomplished. Assigns work to staff to ensure past due loans are worked to a resolution. Ensures staff provides timely, friendly and effective service to customers, along with maximum production of employees. Provides technical assistance
  • Directly supervise employees in the Customer contact Department. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing concerns and resolving problems.
  • Reviews delinquent loans for quality control and ensures staff takes corrective action to collect the loan according to company guidelines and policies. Resolves problems and customer complaints through research and reconstruction of accounts
  • Reviews workout payment programs, deferment and modification requests after analysis of mortgagors' financial statements, debt ratios, payment record, credit worthiness and ability to adhere to the repayment program in order to prevent foreclosure. Submits to Collection Manager for approval according to department approval matrix.
  • Reviews and recommends to Collection Manager for Foreclosure proceedings or Deed in Lieu of Foreclosure to produce positive results including analyzing feasibility of discounted payoff, debt structure efforts, and property evaluation and marketability.
  • Prepares composite reports from individual reports of subordinates. Studies and standardizes procedures to improve efficiency of subordinates
  • Perform other related duties as required and assigned
  • Demonstrate behaviors which are aligned with the organization’s desired culture and values
Ideal Candidate will have the following:
  • Self management and distribution of work load
  • Strong customer service skills
  • Training Skills
  • Working knowledge of Microsoft Office products
  • Working knowledge of collection practices and laws, loss mitigation, foreclosure, and bankruptcy laws
  • Must be highly proficient in Excel and Word
  • Must be a team player with strong attention to detail and able to work independently
  • Proven track record at delivering timely and accurate information in a fast-paced environment
  • Excellent critical thinking, problem solving, mathematical skills and sound judgment
  • Financial Services and, if possible, mortgage industry experience preferred
  • Strong business acumen and ability to interface with executive management
Years of Experience: 5 Education: Bachelor's Degree
Customer Service Supervisor