Manager, Mortgage Collections - TruHome Solutions

Summary

TruHome Solutions* has provided private-label mortgage services to credit unions since 2004. By partnering with us, you’ll break through the barriers of cost, regulation, and technology, resulting in increased loyalty and service of your members in one of the most important times of their lives.

Responsibilities

The position will lead the Mortgage Collections team which is responsible for payment follow-up activities on accounts 1 to 90 days past due. This individual is accountable for overseeing the timeliness of all outbound contact (phone and email) and letter campaigns necessary to ensure adherence to agency/client delinquent account guidelines. In addition, the team is responsible for:

• initiating outbound calls and emails to members that have uncashed disbursement checks that remain outstanding.
• Welcome call activities on accounts recently transferred to TruHome.
• Coordinating with the Escrow department to ensure potential payment-shock issues are reviewed and addressed proactively.
• Coordination with Foreclosure on the issuance of state specific Breach letters to initiate foreclosure activities, when necessary.
  
  

Duties & Responsibilities

• Provide oversight and direction to multiple staff members, vendor relationships, and projects that promote the overall success and continued development of the Collections team.
• Ensure team performs to the Collection guidelines established by each Investor, Insurer, or client contractual agreement to protect the assets of TruHome and our CU partners.
• Ensuring the team is consistently providing empathic, timely and responsible payments solutions to past due or financial troubled members.
• Continuously identify areas of opportunities for increased efficiencies, automation, and operational improvements.
• Consistently monitor and analyze team performance and proactively communicate issues and changing priorities to clients and/or TruHome management.
• Responsible for hiring, training, evaluating, and developing team members. Ensuring team goals and objectives are defined, communicated, and monitored.
• Responsible for the development and measurement of department call campaign strategies and results reporting.
• Ensure customer contact records accurately reflect Collection activities performed.
• Exercise appropriate professionalism, discretion, and confidentiality. In addition, ensure department procedures are in place to protect members’ personal financial information on all team phone calls.
• Performs other duties as assigned.
  
  

Requirements

• Proficient knowledge of mortgage products and software.
• Understanding of Agency/Issuer guidelines and how best to access them.
• Excellent organizational, analytical, and critical thinking skills.
• Ability to manage multiple projects and thrive in a demanding environment with constantly changing client and regulatory priorities.
• Initiative-taking ability to self-initiate and work independently without close supervision.
• Excellent communication skills
• Ability to resolve interpersonal conflict and miscommunications.
• Must be able to be bonded.
  
  

Working Conditions

This position is expected to work in a general office environment and may have to travel for visits to other credit union facilities or for training purposes. Overtime will be expected to be worked as needed.

Educational/Experience Requirements

• High School diploma.
• Bachelor’s Degree preferred.
• 5 years of Customer Service or Collections experience required.
• Prior management experience a plus