FOUNDED IN 2003, Carrington has evolved from a mortgage credit asset manager into a vertically-integrated financial services company that covers virtually every aspect of the single family residential real estate transaction, including investment in U.S. real estate and mortgage markets, loan origination and servicing, asset management and property preservation, real estate sales and rental, and title and escrow services. Carrington has built the infrastructure necessary to maximize value during any market cycle. Carrington Mortgage Services, a part of the Carrington family of companies is currently looking for VP, Collections, to support our growth intiatives. This position comes with a very competitive base salary, bonus, and benefit package.
The VP, Collections has overall responsibility for ensuring that all Collection departments are led in the most prudent direction to provide superior service. This position will drive the business use of technology and leverage strategies and process improvements to make all business units more efficient and effective. Performs all duties in accordance with all company guidelines and applicable federal, state, and local regulations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Ø Carries out management responsibilities in accordance with the organization’s policies and applicable laws, including hiring and training employees; planning, assigning and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
Ø Directs the overall operation of the Call Center which includes: Loan Servicing, SPOC, Customer Service and Customer Research departments.
Ø Develops, recommends, and presents to Senior Vice President for approval an on-going business, operational, and personnel strategy for the Collections Department.
Ø Manages and sponsors all IT interfacing projects and initiatives as they relate to Loan Servicing, SPOC, and Operations, as well as any direct business-unit-driven projects.
Ø Develops and establishes relationships with other internal departments, as well as external vendors, to maximize efficiency and effectiveness across the CMS platform.
Ø Develops and recommends compensation plans and metrics for all departments within Call Center Operations, including monthly incentives, contests, and budgetary considerations.
Ø Maintains consistent attendance to ensure fulfillment of essential duties and responsibilities.
Ø Performs other duties and special projects as assigned.
Ø Acts as the main business process expert for all of Loan Servicing, SPOC, Customer Service and Customer Research, and Operations in relation to any MortgageServ projects, issues, and process management.
Ø Perform other duties as assigned.
ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:
Ø Knowledge of advanced computer software packages, specific dialer systems software, and industry related tools preferred; advanced negotiation skills preferred.
Ø Ability to interact with senior management as an advisor on projects and to act as the company’s principal spokesperson in area of expertise.
Ø Ability to make decisions that have significant impact on the department’s credibility, operations and services.
Ø Ability to organize and prioritize work schedules of others on long-term basis.
Ø Ability to compute, analyze and interpret complex statistical data and/or to develop forecasts and computer models.
Ø Ability to formulate complex and comprehensive materials such as legal documents, authoritative reports, official publications of major scope and impact, etc. and/or make formal presentations.
EDUCATION, EXPERIENCE AND/OR LICENSES:
Ø Bachelor’s degree or job related experience in-lieu of degree.
Ø Seven (7) to ten (10) years’ demonstrated experience in call center management, dialer operations, and collections management, including three (3) to five (5) years of supervisory/ management experience.