Loss Mitigation Supervisor

🔥 12 hours ago

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Guild Mortgage

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1960

💸 Finance

🏠 Real Estate

Finance • Real Estate

Guild Mortgage is a U. S. -based mortgage lender and loan servicer that provides a wide range of home financing products and services to consumers and business partners. The company offers purchase and refinance mortgages, including conventional, FHA, VA, USDA, jumbo, renovation, construction, reverse mortgages, HELOCs, and specialty programs and down-payment assistance. Guild Mortgage operates nationwide through local branches and loan officers, supports borrowers with servicing and online account management, and partners with builders, real estate agents, title agents, and correspondents.

📋 Description

• Lead efforts to define key performance metrics for each representative and team, regularly tracking and reviewing metrics to measure performance and identify areas of improvement. • Prepare and analyze call center reports to track performance, identify trends and make data driven decisions to improve productivity. • Coach and hold team members accountable for KPI metrics. • Interview candidates and facilitate onboarding process with new hires. • Assure Loss Mitigation SPOC Representatives manage call volumes in accordance with all applicable regulations and laws; verify optimal service levels are maintained during peak and non-peak hours. • Perform Quality Monitoring reviews of SPOC calls to verify compliance with telephone standards and investor guidelines; provide coaching, and recognition, based on review findings. • Role model and coach SPOC Representatives on how to explore, analyze, and respond to customers’ issues and concerns via phone and through written correspondence. • Handle escalated customer inquiries or complaints; resolving issues promptly and effectively to ensure borrower satisfaction. • Coach on escalated calls, review complaints, and provide research to management timely. • Collaborate with other departments within servicing to address borrower’s needs, resolve issues and ensure seamless communication and workflow. • Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements. • Work with management on SPOC Loss Mitigation initiatives and provide status updates. • Interpret and communicate work procedures and company policies to staff. • Monitor SPOC timesheets, vacation time, and sick time to ensure accuracy and timely processing. • Onboard new hires and identify areas where additional training is needed and partner with Servicing trainer on rollout training. • Analyze and resolve problems rationally; use sound judgment, expertise and experience to create positive outcomes, hold difficult conversations, and influence others. • Ensure effective communication on Loss Mitigation workout evaluation outcomes (approval or denial), including modifications, payment deferrals/partial claims, forbearance, short-sale and DIL workouts in accordance with investor/insurer guidelines, while maintaining a professional demeanor. • Assist with internal and external audit preparations, post-audit findings to investors, and any other exam activities, as assigned. • Ensures compliance with applicable federal, state, and local laws and regulations. Completes all required compliance • Maintain knowledge of and adhere to Guild’s internal compliance policies and procedures. • Perform other duties as assigned.

🎯 Requirements

• High school diploma or equivalent required; some college courses/technical training preferred. • A minimum of five years’ experience in mortgage loan servicing experience in a high-volume call center required. • A minimum of two years’ experience in a supervisory/lead role required. • Active NMLS license required. • Expert-level knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations. • Knowledge of Standard Operating Procedures, CFPB, FCRA and FDCPA preferred. • Excellent verbal and written communication skills. • Passionate about delivering excellence in customer service within a team environment. • Strong interpersonal and problem-solving skills. • Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment. • Proficiency with data entry, Microsoft Word, Excel, PowerPoint, and Outlook.

🏖️ Benefits

• medical insurance • dental insurance • vision insurance • life insurance • AD&D insurance • LTD • 401(k) with employer match