Supervisor - 2nd Lien Collections (On-Site)

Principal Duties Responsible for managing a staff of between 6 to 10 specialists. Provide guidance and leadership for management and staff. Lead and mentor staff to develop and reinforce skills, improve processes and procedures, and increase overall effectiveness. Supervise the analysis of financial statements, tax returns, credit reports, valuation reports, and title reports to approve the appropriate resolution for the customer. Track, monitor, and measure employee performance according to department standards. Provide feedback monthly as well as one‑on‑one coaching by monitoring live/previous calls. Oversee and facilitate the training of new employees. Oversee the day‑to‑day tasks and performance of the representatives. Assist in the control of company expenses through intelligent use of funds to resolve accounts and managing staffing and miscellaneous costs. Schedule and monitor all employee time records. Undertake special projects related to departmental activities and perform other duties as assigned. Track daily results of work efforts to ensure required levels of production and efficiency are achieved. Resolve Human Resources issues, as necessary. Monitor auto‑dialer campaigns, collectors’ manual calling efforts and monitor investor reports as needed. Must be flexible and able to work different hours/shifts if needed. Use performance management and performance review processes to maximize performance of employees, correct performance problems, provide development opportunities, and promote effective communication with employees. Determine staffing requirements and employee selection for most effective accomplishment of unit and corporate goals. Maintain process and procedure documentation for the 2nd lien team, create documentation where it does not currently exist. Ensure that the appropriate entity has reviewed and approved a Loss Mitigation Workout. Arrange for contractual services relating to property inspections, appraisers, real estate agents, etc. Ensure compliance with company policies and procedures. Meet with staff on a weekly basis to ensure staff members are up to date with new processes and releases. Provide agent performance metrics daily as well as mid‑reviews to ensure numbers and goals are met. Review and monitor Workday training logs to ensure agents are up to date with Workday and Band of America training. Complete monthly incentives by gathering totals from the calibrator. Update staff Paid Time Off (PTO) calendar with approved PTO request. Skip‑trace accounts when needed. Generate reports showing accounts that need to be called to ensure the accounts with the least number of attempts are priority. Review the rolls report to ensure accounts are in good standing in comparison to the prior month. Actively test new process releases prior to them being implemented in production. Ensure all monthly tasks are completed by due dates provided. Take escalated calls upon customer request when the representative is unsuccessful in de‑escalating the call. Obtain Mortgage Loan Originator (MLO) license. Knowledgeable in Loss Mitigation System (LMS), Delegated Authority Tool, Clear and Servicing Management Default Underwriter (SMDU) application. Analyze accounts submitted by representatives for modifications to approve via the clients’ waterfalls. Perform additional projects and duties as assigned by management. Required Education and Experience High school diploma or equivalent, required. Bachelor’s degree, preferred. 6+ years’ experience in finance, collections, commercial, customer service, or a related industry. Minimum of 1 year of Loss Mitigation experience. 1-3 years prior supervisory experience. Required Knowledge, Skills, and Ability Managerial skills including strong organizational, communication, and leadership skills. Basic understanding of Collections. Experience analyzing financial statements, tax returns, credit reports, home appraisals, title searches and other documents to evaluate pre‑foreclosure remedies. Strong skill set for organization and attention to detail. Strong negotiating and follow‑up skills, as well as the ability to meet strict deadlines. Self‑Motivated. Ability to work independently with minimal supervision. Strong analytical, problem‑solving and mathematical skills to be used to improve team performance. Ability to work overtime as needed. Understanding of mortgage lending and servicing. Applicants should be prepared to obtain an MLO license which will be paid for by the company. The MLO license is preferred, but not required for this position. Benefits Medical, dental, and vision insurance Health Savings Account with employer contribution 401(k) Retirement plan with employer match Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave Adoption Assistance Tuition & Certification reimbursement Employee Mortgage Loan Program The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships Newrez NOW: Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference. 1 company‑paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception) Matching Gifts Program - dollar‑for‑dollar up to $1,000 Access to grants, nonprofit resources, and volunteer opportunities More than $6,000,000 donated since 2020 1 in 5 employees participates in at least one Employee Resource Group (ERG) Equal Employment Opportunity We’re proud to be an equal opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. We celebrate diversity and inclusion. #J-18808-Ljbffr NewRez LLC