Call Center Supervisor

Company Name: RoundPoint Mortgage Servicing Corporation
Location: USA

Call Center Supervisor

Position Overview

Oversee a Loan Servicing Call Center making outbound calls and receiving inbound calls.

Key Tasks And Responsibilities

• Manage a team including motivating, hiring, training, performance management and setting monthly goals
• Address the escalation of issues and coordinates with appropriate internal and external resources to provide resolution.
• Demonstrate awareness of the Company’s policies and procedures, as well as state and federal law requirements with regard to collections procedures
• Ensure department is in compliance; Keep abreast of current requirements and changing legislation
• Establish productivity objectives and strategies
• Monitor productivity and provide assistance to representatives when needed
• Review/prepare reports for management
• Coordinate special call campaigns as mandated by management
• Respond to Qualified Written Requests and other complaints from customers
• Perform other job related duties as assigned.
• Credit Bureau reporting
• Researching/resolving credit bureau disputes
• ACH draft processing and maintenance
• Create and update policies and procedures for the unit
• Overseeing the phone system and maintain appropriate coverage
• Call center scheduling
• Incumbent will be responsible for meeting RoundPoint’s commitment to compliance

Minimum Requirements

• Bachelor’s degree or equivalent work experience
• 1-3 years supervisory experience
• Minimum 4 year’s experience in collections or call center environment - 30, 60, and 90 day delinquencies preferred
• Excellent communication skills (verbal and written) and persuasive communication style
• Ability to direct, lead, and motivate others in a team environment
• Detail oriented and organized
• Strong analytical skills and numeric aptitude
• Ability to meet goals and deadlines under pressure in a fast paced, stressful environment
• Ability to work a flexible schedule to include required evening and weekend hour
• Knowledge the “Fair Debt Collection Practices Act" and the legal responsibilities involved with collections
• Strong knowledge of RESPA guidelines and the legal responsibilities involved with servicing loans and responding to qualified written requests

RoundPoint’s Employee Value Proposition

A team where quality is required, hard work is rewarded, and wins happen.

Our mission is to serve our homeowners and all of their homeownership needs. We do this by embracing challenges, executing with excellence, and fostering a positive work culture that encourages personal and professional growth. We are on the fast track to becoming the premier marketplace for all things home, and the National Mortgage News and Best Companies Group just named us one of 2019's Best Mortgage Companies to Work For! Without a doubt, RoundPointers are what make this company a great place to work! That’s why we hire individuals who share our core values: Energy, Ethics, Execution, Everyone, and Earn it!

As a RoundPointer, we will empower you to innovate, provide meaningful solutions, set goals and crush them, play hard, and give back to the community! Our secret sauce is our mantra, All In. All Win. Together, we can achieve great things!

Physical Demands and Work Environment

While Performing The Duties Of This Job

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee is regularly required to talk or hear.
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
• The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

• Seniority level

  Mid-Senior level

• Employment type

  Full-time

• Job function

  Customer ServiceInformation Technology

• Industries

  BankingInsuranceFinancial Services