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in Murray, UT

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Hours Full-time, Part-time
Location Murray, UT
Murray, Utah

About this job

The Director of Collections is responsible for the performance of the day-to-day operations of the Collections Call Center, including: customer experience, personnel management, quality adherence, and daily performance of all call center and loss mitigation goals.
Duties: 1. Identify opportunities for employee coaching and process enhancements to improve customer experience and employee satisfaction. 2. Enthusiastically lead and inspire call center staff and management team with a strong emphasis in mentoring, developing, and guiding team members. 3. Partner with Recruiting, Training, and Workforce management teams to ensure department performance metrics are met including: abandonment rate, staffing utilization, daily schedule adherence, and training needs. 4. Uphold a Culture of Compliance, by ensuring internal controls are in place, including processes for management of operational risk, in accordance with Company and regulatory standards. 5. Leverage technology to optimize customer operations and employee performance.

Specifications: Bachelor’s or equivalent work experience 1. Minimum of 5 years management experience 2. Mortgage Servicing Operations Management experience preferred 3. Proven analytical and problem solving skills 4. Ability to handle stress and multiple projects with competing interests for time 5. Proven Leadership skills with an emphasis in performance management 6. Independent decision making skills 7. Knowledge of mortgage documents and subprime default procedures and processes, preferred. 8. Ability to implement and execute on new and ever changing initiatives

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.