Senior Team Lead Customer Service

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The POWER of a CAREER! Northpointe Bank is seeking a detail oriented, customer service minded individual to join our team as a Senior Team Lead Customer Service . This position requires an individual who has the desire to make a difference within the organization. An exceptional ability to grasp new concepts and learn while providing excellent service is critical for this position.

**This is a fully in-office role.**

If you have been looking for an opportunity in the mortgage industry, have the desire to work hard , are dedicated to your individual success, and take pride in the achievement and growth within a team, then we want to hear from you!!!

This position is responsible for department workflow to ensure compliance with all company guidelines; identifying areas of risk and establish standards to ensure compliance with all state, federal, Investor/insurer and other regulatory agency guidelines; and provide leadership for overall collections operations within the division, including cost control and system development. Maintain up to date knowledge of Loss Mitigation, Bankruptcy and Foreclosure options and working directly with the Default team. Lead is responsible for overseeing the staff by ensuring their team has the training and tools needed to timely respond to borrower requests/escalations, while adhering to internal policy and procedures. Excellent communication skills are needed as you assist your team with listening to, understanding, engaging with and responding to borrower issues, concerns and requests. Position requires an individual with the ability to create, interpret, and apply policy, make decisions regarding what the organization will do in relation to the scope of the department, and exercise discretion about significant matters.

Responsibilities:

• Assist in an annual department plan along with strategies necessary to achieve organization's strategic plans and goals (e.g., performance standards, improvement plans).
• Provide leadership and training to assigned staff and oversee the effective operation of the Collections area and track the results (e.g., complete performance appraisals, administer performance improvement plans).
• Develop and produce monthly and quarterly reports pertaining to delinquency performance.
• Develop and maintain departmental budget information.
• Oversee the development and maintenance of appropriate training materials, policies/procedures, and disclosures required by law pertaining to Collections practices.
• Monitor accounts, outside vendors and various agencies to ensure requested actions are performed on a timely basis in accordance with policy.
• Ensure compliance with applicable Federal, State, and local laws and regulations.
• Coordinate dissemination, administration, and training for new computer software or computer software updates for the Collections department.
• Handle escalated telephone calls from agents and speaking with borrowers to resolve any outstanding issues.
• Work closely with the Bankruptcy, Foreclosure & OREO teams to identify opportunities to prevent loans from migrating into foreclosure.
• Coordination and processing for the Hardest Hit Fund or any other state approved program
• Work collaboratively within the Customer Service Department to deliver the best customer experience.
• Maintain industry knowledge by attending appropriate educational workshops/classes; reviewing related publications; participating in professional societies/activities; establishing networks
• Maintain up to date knowledge of collections law (including the FDCPA), practices, and policies of all states we collect in.
• Adhere to telephone and verification requirements as set forth by management and or servicing partners.
• Can perform the duties of a Collector I, Collector II, Senior Collection and Collection SPOC and keep accurate s for each position.
• Review and respond to internal and external audits.
• Complete, maintain and develop daily, weekly and monthly telephone reporting as needed.
• Track call queue volumes/workload and communicate collections staffing recommendations to management.
• Provide direction to staff as it relates to work performance and development, including productivity and quality of call monitoring.
• Meet established standards and guidelines with regard to compliance, job knowledge, quality, efficiency, attendance, initiative, teamwork, customer service, and overall performance.
• Maintain customer confidence by providing ongoing quality service and keeping all files and information confidential.
• Maintain up-to-date knowledge and compliance with internal policies and procedures. Understand and ensure compliance with laws, rules, and regulations affecting our institution.

Requirements:

• Bachelor's Degree in business preferred but not required.
• At least five years managerial experience within the mortgage and consumer loan collections environment.
• Solid understanding of FDIC Compliance Regulations, Federal and State collection, and Bankruptcy laws and regulations.
• Working knowledge of mortgage banking and/or consumer lending default servicing and loan workout.
• Strong analytical, problem-solving, research, interpretive, and decision-making skills to identify, evaluate and resolve issues/cases; interpret data to provide "bottom-line" message to senior management.
• Ability to deal with attorneys, realtors, and appraisers with integrity, professionalism, and assertiveness. Effective during difficult and hostile situations (conflict mediation skills); strong negotiation skills.
• Proficient computer skills (e.g., Microsoft Word, Excel, Outlook, any other mortgage/banking/collections software).
• Professional demeanor, effective interpersonal and communication skills with a diverse range of individuals/customers. The ability to interact effectively with employees in order to motivate, direct workflow, assess performance, and assign duties.
• Effective personnel and project management, organizational, problem-solving and analytical skills. Previous leadership, management and training experience with a team of three or more individuals a plus. Ability to plan, organize and direct department functions
• Effective problem resolution and decision-making skills; record of making sound business decisions. Possess a sense of anticipation and foresight to avoid challenging problems and/or difficult situations.
• Ability to demonstrate a positive can-do attitude and sound judgment including the ability to develop creative solutions to challenging problems.
• Ability to develop strong working relationships and perform effectively within a team-oriented environment.
• Must be a self-starter with the ability to work under tight deadlines. The ability to work with minimal supervision while obtaining superior results.
• Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities.

Our Hiring Philosophy: Northpointe Bank recognizes that the quality of our people is the foundation for our success. Attracting individuals who value a challenging work environment that rewards the contributions of its people is the cornerstone of our hiring philosophy. It is the policy of Northpointe Bank and its subsidiaries to provide equal employment opportunities (EEO) to all persons regardless of age, race, sex, religion, national origin, handicap, marital status, or other attributes not pertinent to the job requirements. This policy reflects our practice of making all employment decisions, from recruitment to promotions, based on an individual's qualifications without discrimination on any basis.

Benefit Information:

• Medical
• Dental
• Vision
• Life, LTD, & AD&D
• Dependent Care Spending Plan (DCSA)
• Employer Stock Ownership Plan with 401(k) feature and company match
• Complimentary Banking Services
• Tuition Assistance

AA - EOE