Team Manager - Mortgage Servicing & Loss Mitigation

JOB DESCRIPTION: TEAM MANAGER - MORTGAGE SERVICING & LOSS MITIGATION

Sutherland Mortgage Services Inc. is a premier nationwide provider of end to end mortgage solutions including originations, underwriting, processing, closing, post-closing and loan servicing support. With over 30 years of experience we have developed an integrated BPO platform. Sutherland has built mutually beneficial relationships with some of the world’s most recognized companies. We are a collaborative, considerate and friendly team. Having a diverse, inclusive, and respectful workplace is important to us. And we support your career development, internal mobility, and work-life balance.

Sutherland Mortgage Services, Inc. is seeking an experienced and motivated individual to join our Mortgage Leadership team in Tulsa, OK! The ideal candidate will possess exceptional management and mortgage servicing skills with excellent communication abilities. The Team Manager will be responsible for overseeing 15-20 customer service representatives.

KEY FUNCTIONAL PRIORITIES – Mortgage Servicing and Loss Mitigation

• Demographic changes (e.g., address, name, email, authorized to speak with)
• Answering collection calls originated by customer ("Inbound") and originating phone calls to borrowers’ residence and place of business on LiveVox software ("Outbound") for the purpose of using real time payment methods (i.e. Speedpay) and other loss mitigation alternatives to resolve delinquency and/or a loss mitigation status call.
• Statement inquiries and requests
• Phone payments and inquiries
• Extensions
• Due date changes
• Bankruptcy/foreclosure
• Account credit history review
• Complaint handling
• Collections
• Account cure and liquidation negotiations (e.g., extension, payment options)
• Payoffs, escrow, document requests, account status, billing inquiries, and web support.
• Respond to customer inquiries regarding their mortgage loans primarily via Servicer’s customer service telephone lines.
• Service customers by answering and listening to their phone calls regarding their mortgage loan, identifying the reason for the phone call and provide the customer with an appropriate response.
• Utilize Servicer-provided scripted materials to provide solutions to customers.
• Follow-ups with customers with escalated issues or requesting a call back
• Escalate matters to appropriate members of the team as needed.
• Follow the procedures, related materials, and other instructions for customer password resets as provided by Servicer and to accept calls from mortgage servicing customers and manage these calls through completion

Qualifications:

• At least 3 years in a Team Management role
• Superior mortgage servicing and loss mitigation customer service skills
• Internal candidates must be in their current role for a minimum of 6 months and no corrective actions, and MUST be TMU Certified
• Must be able to work on-site at our Tulsa, OK facility
• Demonstrated leadership skills; able to take the lead in making improvements and resolving issues
• Comfortable with holding a team to specific KPIs/metrics
• Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner
• Ability to be customer-oriented in managing communications and issues
• BA/BS degree, equivalent education and experience may be considered
• Excellent organizational skills with attention to detail
• Maintain production goals & standards in accordance with established SLA’s and metrics
• Able to multitask, problem solve proactively and think creatively
• Ability to effectively communicate, work with, and build relationships with both internal and external customers