Summary:

The Servicing Customer Communications Manager is responsible for developing and overseeing customer facing communication and machine derived letter strategies to enhance customer engagement and experience.  This position involves leading a team and collaborating with internal business partners to successfully design and implement effective processes around all varieties of outbound communication.

Essential Job Duties and Responsibilities:

Lead, mentor, and develop Jr. and Sr. Customer Communication Coordinators to provide guidance and set goals.

Provide clear directions and set performance expectations for the team.

Foster a culture of collaboration, accountability and innovation within the team.

Continuously improve communication processes to reduce errors, ensure compliance, and enhance timelines.

Develop and document best practices for project workflows, ensuring that teams follow streamlined and efficient processes.

Create and implement effective policies, procedures, and process controls to ensure timely, accurate, and cost-effective communication with our customers.

Align communication strategies with business objectives, regulatory requirements, and customer experience goals.

Lead meetings with business owners and Legal Compliance to define project objectives, timelines, and scope.  Distribute information to project members and stakeholders.

Work closely with internal stakeholders to gather requirements, manage expectations, identify priority, and ensure all parties are aligned.

Collaborate with vendors to innovate and optimize communication tools and processes.

Oversee vendor relationships to provide feedback and ensure project milestones are achieved within established timeframes.

Comply with all company policies and procedures.

Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Proven experience in people leadership and team development.

Excellent interpersonal skills and the ability to work collaboratively with cross-functional teams

Strong verbal and written communication skills, with the ability to communicate effectively and confidently team members and executive leadership.

Exceptional analytical and problem-solving abilities.

Ability to manage multiple tasks at once and work under tight deadlines while responding to changing business and technical conditions.

Education and/or Experience:

Bachelor's degree (B.A.) from a four-year College or University or equivalent combination of education and experience, preferred.

Six (6) to eight (8) years of mortgage servicing experience is required.

Certificates, Licenses, Registrations:

None Required

Work Complexity:

Problems and issues faced are moderately complex. Problems typically impact own department and maybe other departments. Problems are typically solved through drawing from prior experience and analysis of issues.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.