• Train, coach and ensure that regular performance feedback is provided to all employees, including Team Lead(s), and Representatives.
• Actively monitor call center service levels across multiple offices and teams to ensure daily key performance metrics are met.
• Communicate up to the management team critical escalations, client or investor concerns, employee relations concerns, staffing concerns, policy, procedure, or process changes, etc.
• Communicate with Leadership, Team Lead, and Representatives appropriately, keeping chain of command sufficiently informed regarding staff motivation, performance feedback, team and department goals, changes to policy, procedure or process, client / investor expectations and directives, etc.
• Proactively communication daily, as needed, with other management team members to ensure consistency and adequate call center coverage.
• Work closely with Call Center Leadership and Work Force Management to manage employee schedules to ensure optimum coverage of the call center hours and queues, especially peak call times.
• Be available to take escalated phone calls and/or answer escalated emails on an as-needed basis.
• Respond to Client, Investor and Borrower requests promptly and professionally, “owning” the issue and following up until the issue is satisfactorily resolved.
• Work collaboratively with all team members and management to contribute to department goals and monthly service level objectives.
• Escalate red flags, suspected Elder Abuse or suspected fraud to management and to clients promptly and with the appropriate sense of urgency.
• Delegate work appropriately to Team Lead(s), and Representatives to maintain acceptable response times and avoid bottlenecking of time sensitive issues.
• Maintain strict confidentiality of customer information and interactions.
• Maintain acceptable levels of service both in productivity and quality.
• Maintain an impeccable attendance record.
• Adhere to all established company policies and procedures.

Qualifications

.

Education

• High school education or equivalent required.

Experience/Training

• Minimum four years’ experience in a call center or similar quality driven customer service environment
• Familiarity with FDCPA, TCPA, CFPB, and Consumer Privacy Laws

Professional Certification/License

N/A

Skills and Abilities

• Must be enthusiastic about providing the highest quality customer care
• Must be able to lead and motivate a call center staff
• Must be computer literate and comfortable navigating MS Office, call center software and proprietary loan servicing applications
• Able to quickly learn and adapt to a changing environment
• Able to work independently and collaboratively as part of a team
• Ability and willingness to take ownership of issues and apply the appropriate sense of urgency
• Ability to effectively communicate feedback and present observations trends and recommendations to peers and management staff

Working Conditions

Work is performed in a professional office environment with no unusual hazards. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Requirements

While performing the duties of this job, the employee is regularly required to listen to recorded phone calls. The employee is required to sit for extended periods of time.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.t's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

The REO Possessory Oversight Analyst role will work directly with management, key stakeholders, including other departments, clients, and vendors, to effectively manage post foreclosure possessory efforts related to redemption, ratification, confirmation, and civil evictions efficiently and in accordance with HUD, other regulatory and client guidelines and in the best interest of our clients. The REO Possessory Oversight Analyst role will also ensure all inventory, within

Responsibilities include:

• Manages multiple possessory cases, projects, and initiatives simultaneously, working with managers within lines of business, vendors, and clients to ensure portfolios are efficiently managed to meet expected timeframes and remain within allowable costs
• Actively and routinely manages and notates the active inventory on the REO system(s) of record
• Keeps management abreast of overall caseload, specific cases of concern, ongoing initiatives, and operational matters
• Will participate in group operational meetings with management, clients, direct/subcontractors and auditors
• Will appropriately escalate urgent, potential, or ongoing litigious or media concerns, egregious case delays or other at-risk matters prudently
• Will proactively recommend and present new ideas relating to process and operational efficiencies to REO management
• Will ensure all HUD, internal and regulatory timeframes are met timely to ensure loans do not become curtailed for potential loss to the investor and or it’s servicer(s)
• Will partner with REO agent and other vendors to effectively monitor any relocation assistance offers and transactions
• Will be responsible to coordinate and monitor lease duration, rental income due/received as well as other associated obligations thereto, in relation to an occupancy being by a bona fide tenant
• Assist in assigning or reassigning eviction inventory to approved firms as designated by REO management
• Will regularly review and address assigned loans as needed in the REO system(s) of record
• Will assist in monitoring field vendor occupancy results for changes in or to possessory status
• Will promptly present requests for extra and/or over allowable expenses by vendors to REO management or client as appropriate
• May be responsible for oversight and coordination of communications between all affected parties related to eviction ejectments, lockouts or otherwise
• Will assist management and internal legal resources with the notification of any new local, state, or federal laws and regulatory changes that could in part affect any company managed inventory
• Will work with assigned eviction attorney firms to ensure possessory billings are submitted timely, in accordance with HUD and client guidelines with requisite eviction chronologies, itemization and receipts
• Will cross train in other areas of REO and will be expected to fill-in where appropriate and as needed
• Minimum Qualifications Education bachelor’s degree in business, or other relevant area, along with 5 years of relevant experience OR equivalent combination of education and relevant experience.
• Experience/Training 5 years’ experience in prior REO Management Possessory experience of post foreclosed real estate of varying complexity Experience preparing and submitting case summaries Reverse Mortgage Servicing knowledge a plus
• Professional Certification/License N/A
• Skills and Abilities: Proficiency in Microsoft, Excel, and Word

Basic knowledge of Microsoft SharePoint and TeamsAble to quickly assimilate to new processes, technology, and/or applicationsPossesses excellent interpersonal, oral, analytical, written, and problem-solving skillsWorks well with people at all organizational levelsExcellent organizational, time management, and analytical skillsAbility to effectively communicate complex ideasStrong time managementStrong communication skillsWorks with a sense of urgencyAdapts to changesProfessionalAbility to make decisions with sounds judgementSelf-managementGoal orientedWorking ConditionsWork is performed in a home office environment. There may be some travel with overnight stays. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
• EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Type: Full-time

Pay: $19.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• • Reverse Mortgage Servicing knowledge a plus
• Communicate with Leadership, Team Lead, and Representatives appropriately, keeping chain of command sufficiently informed regarding staff motivation, performance feedback, team and department goals, changes to policy, procedure or process, client / investor expectations and directives, etc.

Proactively communication daily, as needed, with other management team members to ensure consistency and adequate call center coverage.

• Works with a sense of urgency

Minimum four years’ experience in a call center or similar quality driven customer service environment
Familiarity with FDCPA, TCPA, CFPB, and Consumer Privacy Laws
Adapts to changes
Professional
Ability to make decisions with sounds judgement
Self-management
Goal oriented

• Work collaboratively with all team members and management to contribute to department goals and monthly service level objectives.

Escalate red flags, suspected Elder Abuse or suspected fraud to management and to clients promptly and with the appropriate sense of urgency.
Delegate work appropriately to Team Lead(s), and Representatives to maintain acceptable response times and avoid bottlenecking of time sensitive issue

Education:

• High school or equivalent (Preferred)

Location:

• Texas (Required)

Work Location: Remote