Commercial Collections Supervisor

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We're a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that's why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

Primary Function

The Supervisor Commercial Loans is a seasoned collections supervisor with prior management, mortgage, and Commercial experience. This individual will be responsible for the Commercial/Bridge Collections.

Direct Reports

• Team Lead Collections
• Commercial Loan Consultant

Principal Duties

List of required duties below. Distinguish on-site duties with a *.

• Responsible for maintaining staff.
• Provides guidance, leadership, and mentors personnel to develop and reinforce skills and effectiveness.
• Understanding all products, services, procedures, and guidelines and communicate the same to all team members.
• Monitors inbound Commercial call production and performance results involving Loss Mitigation options and resolutions on Commercial/Bridge loans.
• Understanding historical data of payment history and notes to determine a resolution for delinquency.
• Understanding and reviewing the Client Matrix to know what assistance can be offered.
• Reviews commercial list for ACH's that have not drafted and researching the issues.
• Reviews list for upcoming maturity dates and reaches out to portfolio manager to get a plan of action.
• Recognizing what workout plan would benefit the borrower and knowing the process, short sales, modifications, forbearances, extensions, repayment plans, etc.
• Reviews documents to determine whether they meet eligibility requirements for assistance.
• Reviews the Client Matrix to understand what can and cannot be offered to the borrower to assist with curing the delinquency.
• Reviews resumes and completes interviews to fill open positions.
• Proper documentation: detailed record of all customer communications, payment plans and future resolutions.
• Communicates daily with workforce management regarding calls holding, dialer calls left to complete, when to start and stop campaigns, agents break and lunch schedules, etc.
• Reviews feedback provided by portfolio managers and/or clients and implementing changes or coaching as needed.
• Reviews and follows up on supervisor call backs.
• Reviews and completes escalation complaints.
• Ensures representatives stay within defined production expectations (e.g., inbound call loop, etc.).
• Corrects errant activity and when appropriate provides feedback.
• Tracks daily results of work efforts to assure required levels of production and efficiency are achieved including ensuring the shared Commercial email boxes and voicemail boxes are handled daily.
• Communicates daily with portfolio managers and/or clients for situational needs or escalations.
• Able to professionally communicate with portfolio managers, other supervisors, and management team members to support agents and maximize customer satisfaction.
• Reviews list that agents have worked to ensure the agent has followed protocol for attempts.
• Resolves Human Resources issues, as necessary.
• Updates commercial connection website with information regarding client updates.
• Monitors employee timecards for discrepancies and corrects as needed.
• Assists audit department by doing random sample audits of account records.
• Supplements the efforts of our Audit Personnel by randomly monitoring some live calls.
• Monitors auto-dialer campaigns and collector's manual calling efforts.
• Reviews and submits monthly bonus information.
• Identifies process issues and suggests improvements and/or changes.
• Performs related duties as assigned by management.
• These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on-site work to perform the role satisfactorily.

Education and Experience Requirements

• High school diploma or equivalent, required.
• Bachelor's degree, preferred.
• 6+ years' experience in finance, collections, commercial, customer service, or a related industry.
• Previous management experience.

Knowledge, Skill, and Ability Requirements

• This individual must be flex-able and able to work different hours/shifts if needed.
• Must be a good motivator, self-driven, willing to do what it takes to "get the job done".
• Managerial skills including strong organizational, communication, and leadership skills.
• Ability to train and motivate employees.
• Ability to manage data to maximize work efforts and multitask.
• Excellent overall computer skills including Excel, email, and written skills.
• Proficiency with technology, computers, software applications and phone systems
• Ability to remain calm and professional during difficult situations.

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Additional Information:

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We're a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave

• Adoption Assistance

• Tuition & Certification reimbursement

• Employee Mortgage Loan Program

• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you'll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

• Matching Gifts Program - dollar-for-dollar up to $1,000

• Access to grants, nonprofit resources, and volunteer opportunities

• More than $6,000,000 donated since 2020

• 1 in 5 employees participates in at least one Employee Resource Group (ERG)

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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