This position is responsible for the supervision of the Single Point of Contact (SPOC) Loss Mitigation Team within the Consumer Credit Solutions Center. The SPOC Team’s purpose is to mitigate loss while supporting homeowners through education and facilitation of home retention, liquidation, and foreclosure alternatives when they are experiencing a financial hardship.
Manages overall team productivity in accordance with servicing standards. Facilitates customer/third party loan applications, analyzes financial position, and identifies/structures best loss mitigation workout product available. Works with internal loss mitigation fulfillment, default servicing, customer advocacy, and financial centers as necessary for completion of workout review process.
Incumbent ensures team receives required servicing documentation and restructures loans in accordance with consumer regulatory, compliance, corporate, state, and inter-department policies. Ensures data integrity and credit quality are met for audit reviews. Maintains decision authority for payment plans and program submissions.
Leads a call center that provides all correspondence to customers, third parties, and internal business lines. Ensures team displays advanced negotiation skills in mortgage default and program alternatives. Works to minimize customer complaints and provide customer satisfaction through various mediums. Manages call center telephony and scheduling.
Responsible for recruitment, training, employee development, and performance ratings of full time staff. Participates in strategic ad hoc management projects.
This is a hybrid position in which the incumbent should possess 8+ years of experience in consumer customer service, underwriting, loan origination, and default servicing including foreclosure, short sale, and bankruptcy. Bachelor’s degree is preferred but not required based on commensurate experience.
Manage a centralized call center team environment with operating hours from 7 AM – 8 PM Central Standard Time (subject to change). Semi-annual to quarterly travel may be required.
First Horizon National Corporation is a premier financial services company with a long history of success and traditions dating back to...