Supervisor, Customer Contact

The Customer Contact Supervisor will supervise and coordinate the activities of workers engaged in collecting overdue payments for residential real estate mortgage loans from customers by performing the following duties.

Responsibilities:

• Supervises and monitors customer contact activities and work flow to ensure goals of the department and staff are accomplished. Assigns work to staff to ensure past due loans are worked to a resolution. Ensures staff provides timely, friendly and effective service to customers, along with maximum production of employees. Provides technical assistance
• Directly supervise employees in the Customer contact Department. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing concerns and resolving problems.
• Reviews delinquent loans for quality control and ensures staff takes corrective action to collect the loan according to company guidelines and policies. Resolves problems and customer complaints through research and reconstruction of accounts
• Reviews workout payment programs, deferment and modification requests after analysis of mortgagors' financial statements, debt ratios, payment record, credit worthiness and ability to adhere to the repayment program in order to prevent foreclosure. Submits to Collection Manager for approval according to department approval matrix.
• Reviews and recommends to Collection Manager for Foreclosure proceedings or Deed in Lieu of Foreclosure to produce positive results including analyzing feasibility of discounted payoff, debt structure efforts, and property evaluation and marketability.

Prepares composite reports from individual reports of subordinates. Studies and standardizes procedures to improve efficiency of subordinates

Required Minimum Education:

4 Year college degree (Bachelor or equivalent)

Minimum Years of Experience:

5+ years

Skills & Abilities:

• Strong interpersonal/human relations skills
• Strong verbal and written communication skills
• Ability to supervise others with emphases on productivity, teamwork and quality
• Good organizational abilities and time management skills
• Self management and distribution of work load
• Strong customer service skills
• Training Skills
• Working knowledge of Microsoft Office products
• Working knowledge of collection practices and laws, loss mitigation, foreclosure, and bankruptcy laws
• Strong Internal and External customer service skills, including professional telephone manner and ability to write short business correspondence
• Able to work on and track multiple tasks and priorities.
• Able to work competently and professionally under tight, frequent deadlines and adhere to timelines
• Process Improvement methods and ability to implement
• Possess people management skills, including, but not limited to interviewing, coaching and performance appraising.
• Detailed minded with intense organizational and follow-through abilities.
• Strong negotiation skills with ability to resolve conflict and resolve problems effectively.

PennyMac is an Equal Opportunity Employer