Case Management Team Manager (CRM Team Manager) I- Pittsburgh, PA : 1200011070 Job in Pittsburgh, Pennsylvania US

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Case Management Team Manager (CRM Team Manager) I- Pittsburgh, PA : 1200011070

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The Mortgage Servicing Team Manager supports a portfolio of loans in default, imminent default loans with a focus on loan modifications, document validation, Net Present Value modeling, completing second mortgage modifications, executing short sale/ DIL or answering technical foreclosure questions, as well as identifying solutions that will improve the account in a timely manner. The position requires the understanding and utilization of appropriate options for borrowers, such as Collections, Repayment plans, Special Forbearance, Modifications, Short Sales, and/or Foreclosure. Responsibilities may include responding to customer and/or other 3rd party inquiries, researching, preparing, and/or procuring documentation, or analyzing requests in accordance with established guidelines and determining appropriate courses of action. This associate will need to monitor workflow and operational efficiency in order to recommend changes and operational improvements, as well as supervise appropriate curing actions that ensure compliance with Federal Laws and guidelines in order to minimize losses and legal concerns.

Responsibilities:

• Manage a team of 10-20 front-line associates in a high-volume, deadline and production-driven environment
• Handle complex customer escalations (via phone and correspondence)
• Provide daily coaching and feedback to associates
• Conduct monthly associate call-monitoring and account auditing
• Compile Team and departmental performance-related reports using MS Word and Excel
• Participate in management meetings/conference calls
• Schedule and monitor Team workflow
• Supports and leads the Customer Relationship Manager model that is the end to end Single Point of Contact relationship between the customer and the associate
• Works with proficiency coaches to up-skill associates
• Leads, supports coaches the associates to set the right expectation with clients
• Must have ability to manage multiple tasks/projects within deadlines and budget constrain

Qualifications

Required Skills:

•A Minimum Of 3 Years of Management Experience Required
• Must have solid computer and web navigation skills, including Microsoft Word, Excel and Outlook • Have ability to discuss difficult situations with customers
• Inspire a strong sense of camaraderie, accountability and motivation to continuously improve performance
• Demonstrate interpersonal effectiveness with ability to build and maintain relationships
• Must be results/goal driven and a team player able to lead associates in performance
• Must have excellent written and verbal communication skills
• Must have attention to detail, strong organizational and time-management skill

Desired Skills: