Mortgage Outreach Manager (Customer Outreach/Collections) - Hybrid - Remote

Overview

We are seeking a compassionate and results-driven manager to join our Mortgage Outreach department. This role involves managing a team of 14-16 inbound & outbound agents, ensuring effective customer interactions, and maintaining high standards of service and compliance.

In Short

• Lead and manage a team of 14-16 employees in customer outreach.
• Oversee inbound and outbound calls to mortgage customers.
• Utilize data to monitor and improve team performance.
• Compile and distribute month-end data for management.
• Engage with external contacts, including customers and vendors.
• Handle HR issues, performance reviews, and career development.
• Ensure compliance with regulations and company standards.
• Participate in training initiatives to enhance team performance.
• Work in a hybrid model requiring 2 days in the office per week.
• Support customers in navigating financial challenges.

Requirements

• 6 years of relevant work experience in a call center or bank operations environment.
• 1 year of leadership or supervisory experience.
• Excellent customer service skills.
• Strong knowledge of spreadsheet and presentation software.
• Bachelor's degree preferred.
• Excellent oral and written communication skills.
• Effective coaching abilities.
• Compassionate approach to customer interactions.
• Ability to manage workflow of medium complexity and risk exposure.
• Availability to work a hybrid schedule including evenings and weekends.

Benefits

• Competitive pay range of $60,890.34 - $101,483.90 annually.
• Comprehensive medical and retirement benefits.
• Forty hours of paid volunteer time each year.
• Opportunity for career development and growth.
• Supportive work environment with a focus on community.
• Commitment to diversity and equal employment opportunities.
• Training and development programs.
• Engagement in community service initiatives.
• Access to a network of over 1,000 branches and 2,200 ATMs.
• Work for a company with a strong purpose and values.