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National Collections Call Center Manager at Flagstar Bank

Posted in Other 30+ days ago.

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Location: Troy, Michigan

Job Description:
Job Summary
Reporting to the Director of Default Operations, National Collections Call Center Manager 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 Responsibilities:

Managing National Default Collections Operation
  • Strategically drive collection operations to Flagstar Banks monthly, quarterly, and annual goals.
  • Planning, evaluation and continuous improvement of all aspects of the collections call functions 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 Collection Operations 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.

  • 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.
  • Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

Job Requirements
  • Required, HS Diploma, GED or Foreign Equivalent
  • Bachelor's Degree Preferred (Business, Finance, Economics, or equivalent
  • Required, 10+ years collections management experience in a financial institution
  • Required, Understanding of Dialer, Dialer Technologies and Outbound Call Center (phone systems, scheduling, budgets) Operations
  • Preferred, 5+ 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.
  • 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
  • As needed to run effective operation up to 30% of travelanticipated