Mortgage Collections Team Lead

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Full Time Palatine, IL, US

14 days ago Requisition

Primary Position Objective

The Collections Team Lead will report to the Collections Manager and provide support to Management with day-to-day functions of the department. The Team Lead facilitates difficult technical tasks and will be available to the Collections team for support and guidance.

As a Team Lead, you will assist your manager with monitoring productivity and effectiveness and ensuring SLAs and regulatory compliance requirements are met. You will work closely with your manager, to review and compile statistical data, ensure adequate coverage and workflow, provide feedback on staff and operations, and assume other team duties such as coordinating work assignments, preparing reports, etc. Have an expertise in handling escalated delinquent accounts and adhere to timelines established based on client needs and department workflow.

Major

Duties and Responsibilities:

• Observe and mentor team members, perform side by sides, Call Monitoring for quality assurance, and coach staff to ensure performance, production and accuracy levels are achieved and provide ongoing training and assist with new hire training.
• Assist the team and serve as first point of contact for immediate assistance, and guidance.
• Handle escalated phone calls and provide guidance and feedback on collections issues.
• Perform Collector functions as needed by the department, including assisting with Inbound call volumes, Dialer responsibilities and Queue calls.
• Launch and monitor Dialer campaigns at the Campaign and Agent levels to ensure optimal results.
• Assist Manager in implementing best practices, policies and procedures and consistency.
• Monitor, maintain email correspondence as well as escalated complaints from borrowers/third parties/Vendors/clients from the Collections inbox and ensure 24-hour response time.
• Review Late Charge and CPP fee waivers for approval and forward for processing;
  Provide payment processing/instructions.
• Ensure compliance with requirements under CFPB, FDCPA RESPA, FCRA, UDAPP, FHA, TILA, GLBA, ECOA.
• Review and approve timecards.
• Deliver exceptional service to borrower, client, and internal and external customers including responding in a timely manner and in adherence with regulations and company expectations.
• Performs other duties as assigned by management.
• Process Check by Phone payments and exception payments; research payment histories and identify corrections if necessary.
• May perform as needed contact with client as it applies to delinquent borrowers and/or portfolio inquiries, high-level client management and review of QWR Log.
• Use technology to improve process efficiency and quality of service; embrace and implement opportunities for automation.

Supervisory Requirements:

• Creates an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives “VMVGO” while maintaining a high level of integrity and leading by example.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.
• Utilizes available system reporting and develops additional monitoring tools to manage exceptions to standards.
• Manages the department’s staff including appropriate employee evaluations that identify employee strengths and weaknesses; ensures training and coaching to improve staff…