Mortgage Bilingual Customer Service & Collections Supervisor

SUMMARY

As a leader on our team, you will manage, build, develop, and design functionality for First United Mortgage growth for our customers, stakeholders, and company. This position is primarily responsible for managing the organization's Customer Service, Collections, SPOC, and staff recruiting needs. The selected candidate will be expected to deliver on responsibilities in support of multiple areas across the business and their related strategic objectives.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Manage staff or direct reports, including but not limited to participating in hiring decisions, training, performance reviews, assigning and prioritizing duties.
• Resolve customer complaints and requests while maintaining excellent professionalism standards in accordance with company policies and procedures.
• Stay current with new state specific and federal laws and processes with regards to mortgage servicing.
• Assist in developing and maintaining company policies and procedures, focusing on compliance and risk management.
• Screen, schedule and interview potential new hire candidates for recruiting/staffing purposes.
• Help create and manage strategies to meet performance goals, company initiatives, client requirements, and KPIs for the Customer Service/Collection/SPOC.
• Translate and communicate effectively in Spanish and English.

ADDITIONAL DUTIES AND RESONSIBILITIES

• Perform department related duties as available.
• Exceptional Customer Service.
• Complete all required compliance exams on a yearly basis.
• Adherence to all First United Policies and Procedures.

EMPLOYEE SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND WORK EXPERIENCE

• Bachelor's Degree or equivalent experience (Preferred).
• High School Diploma or equivalent (GED) (Required).
• Minimum of 2 years of Mortgage Customer Service/Collections experience.
• Must have Single Point of Contact (SPOC) experience with knowledge of Loss mitigation workouts.
• 2 years management experience (Preferred).
• Familiar with Fannie Mae, Freddie Mac, HUD and VA Investor Guidelines.
• Bilingual: English-Spanish proficiency.

TECHNICAL/FUNCTIONAL COMPETENCIES

• Strong written and verbal communications skills. Must be able to communicate fluently in both English and Spanish.
• Ability to work in a team environment to resolve problems
• Proficient computer skills.
• Exceptional customer service skills.
• Knowledge of MSP Black Knight/ICE Systems (Preferred)
• Knowledgeable of both conventional and government loan servicing.
• Call Center Management experience with inbound skillset, routing, and predictive outbound dialer system experience.
• Willingness to accept additional responsibilities. Good problem-solving and decision-making skills.
• Dependable and adheres to timelines and schedules.
• Takes initiative in development and completion of projects.
• The ability to use email, phone, and other communication tools are necessary.
• Strong interpersonal skills and ability to work well with a wide range of people.

WORKING CONDITIONS

This is somewhat sedentary work that requires the following physical activities:

• Normal office environment
• Moderate noise level
• Sitting or standing for long periods, walking, finger dexterity, feeling, repetitive motions, talking hearing, and visual acuity including close vision
• Occasional lifting (up to 10 pounds of computer equipment or paper)
• May be required occasionally to stoop or kneel
• Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned by supervisors to meet the ongoing needs of the organization.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at HR@firstunitedbank.com for assistance.