Mortgage Collections Supervisor

Introduction

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement.

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

Overview

The Mortgage Collections Supervisor oversees a team of collectors, ensuring daily operations comply with regulations and company policies. Key responsibilities include training, evaluating staff, monitoring performance, and managing daily collection activities. The role also involves handling difficult accounts, preparing reports, and developing strategies to improve collection efforts and increase recovery rates.

Responsibilities

• Supervision and staff development:
• Plan, organize, and supervise the work of the collections unit.
• Train, interview, evaluate, and mentor staff.
• Conduct performance reviews and provide coaching and support.
• Operational management:
• Ensure daily operations and collection activities comply with government, investor, and client regulations.
• Manage daily assignments and monitor phone calls and reports to ensure contact requirements are met.
• Review and analyze collection activity to identify trends and assess team effectiveness.
• Account and compliance oversight:
• Review and resolve customer complaints and complex collection issues.
• Handle collections on accounts where subordinates have difficulty.
• Conduct quality control checks on calls and perform audits of collector accounts.
• Review delinquent accounts for possible loss mitigation solutions.
• Reporting and strategy:
• Review of key data and reports for departmental performance.
• Review and recommend policies and procedures changes to improve collection strategies and recovery rates.
• Ensure accurate and detailed records of all collection activities are maintained.
• May perform other duties as assigned
  
  

Qualifications

• Experience in mortgage collections including late- stage delinquency, overseeing foreclosure actions and bankruptcy filings.
• Prior supervisory experience.
• Strong knowledge of consumer lending, mortgage servicing, and collections laws and regulations, such as the Fair Debt Collection Practices Act (FDCPA).
• Proficiency in Microsoft Office Suite (Word, Excel) and other relevant software.
• Excellent communication (written and oral), negotiation, and interpersonal skills.
• Strong analytical, organizational, and time-management skills.
• Ability to multitask and meet strict deadlines.
• Professional working proficiency in Mandarin is a plus
• Proficiency in Intercontinental Exchange’s (ICE) Mortgage Servicing Platform (MSP) a plus.
  
  

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

Compensation

The base pay range for this position is USD $80,000.00/Yr. - USD $110,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.