Mortgage Servicing Call Center Manager
Dovenmuehle Mortgage Inc. - Lake Zurich, IL

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Job Title: Customer Service Manager
Department: Customer Service
Reports To: V.P., Customer Service

SUMMARY
Incumbent will manage the daily operation of the Call Center, Pre-Payoffs, Escrow Analysis, and New Hire Training areas.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Interview, hire, and train new Supervisors and Assistant Managers

Monitor, evaluate, and track Supervisor and Assistant Manager performance against standards

Monitor, evaluate, and track departmental performance against defined standards

Monitor and audit departmental compliance with all investor, all regulatory, federal, and legislative requirements

Coach, counsel, and participate with corrective action (termination) scenarios

Anticipate, identify, and communicate to Senior Management all barriers that would prohibit the department from meeting performance standards

Prepare annual performance reviews for the Assistant Managers and final edit all other employee reviews

Budget and monitor all merit, promotional, and premier achievement increases

Audit departmental incentive programs to ensure objectivity and consistency; develop new plans as needed

Identify and analyze departmental activity and report statistics, servicing accomplishments, and market trends to Senior Management

Forecast resource requirements for new acquisitions and changing portfolio scenarios

Schedule resources to match changing workflow, volume, trend, and special project requirements

Monitor new hire training program to ensure same is consistent with the current industry information and trends

Participate with marketing presentations for existing clients, pending clients, and conferences

Serve as a resource to other managers with respect to handling difficult customer scenarios

Maintain all departmental procedure and policy manuals

Act as a liason between the department, clients, and internal customers to promote total quality initiatives, good communications, and high morale

Investigate automation, technology, and re-engineering opportunities for the department

Establish a career path within the department to facilitate opportunities for advancement

SECONDARY DUTIES

Performs all other responsibilities and duties deemed necessary

TYPICAL EXPERIENCE

5 + yrs Call Center Experience

SPECIAL KNOWLEDGE

Supervisory Experience; Knowledge of Mortgage Servicing Operations; Knowledge of AllTel

TYPICAL EDUCATION

College Degree

OTHER REQUIREMENTS

Excellent communication and organizational skills

SUPERVISORY RESPONSIBILITIES

Call Center

CONTACTS

INTERNAL:
All levels of organization
EXTERNAL:
Clients, Borrowers

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


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About this company
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Dovenmuehle, founded in 1844, is the oldest mortgage banking company in the Midwest and one of the oldest mortgage companies in the United...