Job Description Summary :

Reporting to the Sr. Director of Default Operations, the Director of Default Call Center is responsible for the overall strategy and performance of Flagstar’s multi-site default call center operations and in accordance with Flagstar’s policies and procedures, legal and all regulatory guidelines, while protecting the financial interest and reputation of the Bank, for the Bank’s Mortgage (First, Second, HELOC, HELOAN) and Consumer Loan portfolio.

Job Description :

This role includes management Collections, Loss Mitigation SPOC Team, and Work Force Management. These teams are responsible for being an entry point to the servicer’s loss mitigation network, which often contains a distressed asset component, a foreclosure component, and an underwriting component.

The SPOC and Collections teams are meant to be the one person that can lead the borrower through this network and ensure the borrower is considered for all options for relief.

More specific functions include :

• Communicate the loan assistance application process and explain the timelines under which both parties will operate;
• Coordinate the receipt of all necessary documents and notify the borrower of any required documents necessary to complete the application;
• Access the borrower’s status with regard to the foreclosure prevention alternative;

Ensure the borrower is considered for all foreclosure prevention alternatives offered by the servicer; and

Communicate with those who have the authority to stop foreclosure proceedings.

The role also includes management of the Default Call Center SWAT Team. The SWAT team was created to assist borrowers through all aspects of the Loss Mitigation process.

Responsibilities include training and coaching employees, coordinating and monitoring the performance of the staff and providing feedback to management.

Also responsible for ensuring that all applicable metrics are met in accordance with regulatory requirements, investor / insurer guidelines, and Flagstar Bank’s Default Servicing Operations standards.

Above all, the SWAT team is responsible for independently managing, researching, and documenting all call center consumers & subject matters of high risk, high touch, and high potential exposure to the Bank (within its SME) at a level that meets or exceeds the Bank’s high expectation in Default Servicing.

Managing Default Call Center OperationStrategically drive default call center operations to Flagstar Bank’s monthly, quarterly, and annual goals.

Planning, evaluation and continuous improvement of all aspects of the default call center functions (Collection, SPOC, SWAT, and WFM) and processes including the development, implementation and administration of collections strategies to mitigate loss while ensuring that collection policies, procedures, practices, and documentation meet federal and state regulations as well as client and agency requirements.

Proactively identifying and maintaining systematic processes that benefit both the borrower Flagstar and our clients in responding to borrowers with delinquent accounts.

Develop and implement monthly collection strategy in compliance with investor, insurer, client, and Flagstar guidelines, requirements, agreements, and SLA’s;

set appropriate goals to tie into corporate goals

Oversee, direct and develop supervisors, West Coast Collections Manager, and Dialer Team

Represent Default Call Center with clients, regulators, and internal partners.

Effectively communicate with senior and executive level managers on all collection matters. Communicate and execute change within the team and organization.

Other Demonstrates a high level of creativity and critical thinking to address problems decisively and develop effective solutions.

Reinforces culture of shared ownership and accountability for results.

Collaborating with other default servicing teams, and other internal teams, to assist in the continued development of a best in class default servicing oversight operation.

Perform additional responsibilities as assigned by senior manager.

Job Requirements : Required, 12 years call center management experience in a financial institution

Required, 5 years in loss mitigation experience in a financial institution

Required, Understanding of Dialer, Dialer Technologies and Outbound Call Center (phone systems, scheduling, budgets) Operations

Preferred, 8 Years Understanding of Mortgage Servicing and Mortgage Servicing Regulation (TCPA, FDCPA, FCRA) and Regulators (OCC, FRB, CFPB, GSE, HUD)

Strong Knowledge, of end to end default mortgage servicing operations including loss mitigation, bankruptcy, debt collection, and foreclosure process.

HS Diploma, GED or Foreign Equivalent required

Bachelor’s Degree Preferred (Business, Finance, Economics, or equivalent)

Demonstrated ability to create a high-performance team that delivers results, strong compliance and control environment experience as well as a passion for winning.

Demonstrated ability to recruit, manage and motivate staff

Demonstrated ability to learn new products, processes, and technologies and leverage in day to day.

Industrious, Entrepreneurial, Driven Personality

Have an innate ability to understand very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved

Strong problem solving & strategic thinking skills with the ability to identify problems and recommend solutions

Exceptional written and oral communication including facilitation & summarization skills to drive action and results

Must be highly organized and have a strong attention to detail including the ability to create and maintain documentation

Ability to work with, lead and consult with all levels in the organization

Have an innate ability to understand very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved

Adjusts positively to quickly-changing priorities and shifting goals