The VP, Home Preservation Strategy oversees and manages the GSE and FHA Scorecards, Complaints, Call Center Integration and an Elite team of SPOCs focusing on Loan Resolution in the Call Center, Loss Mitigation, and Foreclosure space for our highest risk loans or most sensitive client issues. The individual also works on the Default Operations control posture, to move towards a more automated versus manual and preventative versus detective controls. The individual will also collaborate with the leaders in the Omni Channel Center of Excellence and Client and Customer escalations as a key member of the feedback loop to improve our practices.
Responsibilities:
Works across Outreach, Loss Mitigation, and Foreclosure functions to set strategies and monitor execution to optimize investor and client performance.
Partners with the head of the Home Preservation Center on the design and execution of a management system that reliably ensures adherence to service levels, compliance requirements, and performance expectations.
Works with the first line of defense governance and control functions and across the Home Preservation leadership teams on RCSA's, Issues Management, and Enterprise Change Management.
Mentors and coaches a team of Default members, leaders, business analyst and reporting analyst.
Creates and monitors action plans, in coordination with the head of Home Preservation Center and other leaders, to resolve service level and client issues.
Reviews Quality Control reports on a weekly basis and remediates deficiencies that are noted.
Works with Enterprise Change Management and the Enterprise PMO on design of implementation of new investor, insurer, and client programs, including a sharp focus on the talent aspects of driving successful change.
Continuous review of procedures with the intent of looking for automation and/or outsourcing possibilities.
Works with reporting and business analysts to ensure the right headlights exist for portfolio performance monitoring and stands up reviews with business line leadership.
Works with head of the Home Preservation Center to set monthly department productivity goals.
Maintains staffing model on monthly basis and ensure department metrics are reviewed on quarterly basis.
Completes and maintains individual performance plans for each direct report and meet regularly to set goals and groom to ensure personal and professional development, e.g. monitoring task queues, quality review, emails, etc. assisting them in team achieving team/departmental goals/objectives.
Responds to internal and external audit findings by preparing formal responses and ensuring remediation of noted issues.
Holds regularly scheduled Staff Meetings to ensure open communication and promote positive team.
Takes part in client calls to discuss loss mitigation related topics/issues.
Other related duties as required and assigned by management.
Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards
Qualifications:
Bachelor's degree or equivalent experience
15+ years' experience in mortgage default operations
10+ years loss mitigation supervisory/management experience required.
Excellent Coaching and Counseling Skills
Excellent Customer Service Skills and Customer/Client Focused
Excellent Verbal and Written Skills
Excellent Organizational Skills and ability to Multitask.
Self-Motivated
Ability to Multitask in fast paced environment.
Professional Demeanor and Appearance
Positive Attitude
Excellent Problem Resolution Skills
Call Center management experience with ACD and IVR exposure preferred.
