Customer Communications Manager

Job description Essex mortgage is hiring for our Customer Communications Manager position to assist our Servicing Department! Job Summary: The Customer Experience Manager is responsible for overseeing and further developing assigned areas which includes the customer advocate team and assigned oversight of clients, QC vendors, and partners.
Essential Duties: Monitor and direct the workflow/loan activity in the assigned areas Develop and train team while ensuring compliance for the assigned areas Have a thorough understanding of the business unit's operational processes and the implications on other groups that function within the operations Ensure their team is working closely and effectively with their partners in the management of their loans Deliver superior customer service to all internal and external clients, understand all aspects of loan servicing, and ensure requests are processed accurately within established guidelines, SLAs and departmental procedures Oversee the assigned staff, ensuring that each area is following state and federal regulations and that all transactions are completed within its required timeframe Oversee training for all assigned areas and ensure that all department policies and procedures are updated and communicated Participate in evaluation of production levels and process changes to determine necessity of changing/enhancing procedures or software enhancements Represent the customer advocate team during development meetings.
Make recommendations relating to integrating new products into existing automation and procedures Train and mentor team members and ensure professional development while meeting company core values Develop relationships with fellow managers and partners within the line of business Manage Inbound/Outbound Regulatory Complaints State Regulator Examination and Audit requests in DEAR team Qualified Written Requests May serve as a point of escalation for issues in the Loan Servicing Department Responsible for consumer dispute research and assistance in resolution Respond to Qualified Written Requests Assigned Email/Instant Message Correspondence Queues Reporting functions pertaining to client and executive administration General Duties Support testing efforts for all system-related updates.
Work with the appropriate departments to facilitate a smooth and timely response to all audit requests.
Report status and results of the Servicing Units’ activities.
Assist with creating or updating departmental procedures.
Responsible for updating "How To" procedures and creating "How To" job aid procedures for areas of knowledge Process requests received in group mailbox.
Complete all compliance training in a timely manner Flexibility in helping out in other areas/departments.
Administrative duties as assigned Education and Experience Two+ years mortgage servicing experience is preferred Bachelors or relevant experience in the field.
Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution Ability to multitask and effectively manage time.
Ability to communicate effectively – both in written and verbal form.
Desire to take personal responsibility to complete tasks and solve problems.
Excellent organizational skills and strong work ethic.
Ability to remain professional even under strenuous situations.
Be able to take ownership of an issue.
What You'll Need to be Successful: Communication – your strong communication skills allow you to effectively assist other staff and follow up with customer inquires.
Accuracy and Thoroughness – you don’t miss the little things! You have a strong attention to detail and meet productivity standards.
Dependability – we can count on you to exercise personal and professional responsibility and work with limited direction when needed.
Initiative – you undertake self-development activities and seek increased responsibilities, asking for and offering help when needed.
Productivity – you have a proven ability to produce results in a fast-paced environment.
Planning and Organizing – you’re able to prioritize, organize and manage your time effectively.
Service – you promptly respond to requests for service and meet commitments made to customers and other employees.
Judgment and Discretion – you maintain confidentiality of sensitive information and exhibit sound and accurate judgement when making decisions.
Collaboration – you work well with other departments and individuals, maintaining communication needed to keep the workflow going.
Computer and Equipment Skills Intermediate in Microsoft Office programs (Word, Excel, PowerPoint) Word processing (speed and accuracy) MSP or FICS’ Mortgage Servicer a plus Email Internet software Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.
) Reasoning and Mental Abilities Uses critical thinking skills to interpret instructions furnished in written, oral, diagram, or schedule form and to analyze complex documents like contracts and technical directions.
Physical Abilities: Vision (with or without correction) sufficient to read a computer screen at 20 inches and to operate office equipment or a car Clear speaking on the telephone and in person; hearing within normal ranges in noise environments typical of office Able to sit for long periods of time at computer or other work station and in meetings Able to finger and feel in order to use equipment, computers and operate equipment Able to lift 10 pounds occasionally unassisted EEO Statement: Essex Mortgage is an Equal Opportunity employer.
All qualified applicants will receive consideration for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran status, disability or any other characteristic protected by law.
Job Type: Full-time Salary: $45,000.
00 - $65,000.
00 per year