Mortgage Collection Supervisor jobs in Cleveland, OH

Description & Requirements

Job Summary:

The McCarthy, Burgess & Wolff, Inc. (MBW) Collection Supervisor supports and reports to the Collection Operations Manager and is responsible for the management and oversight of an assigned team of collection agents. This position ensures the assigned staff is meeting production goals, complying with company standards and federal collection laws and generally performing the essential functions of their position. In addition to supervising staff, the Collection Supervisor is responsible for inputting data and creating spreadsheets showing the progress of the staff's efforts to collect debts, for speaking with individuals who wish to speak with a supervisor, and for approving and allowing settlement and payment options. Additionally, the Collection Supervisors helps the Operations Manager ensure compliance with SSAE 18, ISO 27002, etc. within the business units he or she oversees.

Essential Job Functions:

• Reports to and supports Collection Operations Manager and oversees assigned team of collection agents.
• Monitors assigned staff to ensure staff members are meeting production goals, complying with company standards and federal collection laws, and performing the essential functions of their position.
• Trains, mentors, guides, and directs subordinates, ensuring professional development aimed at building a bench strength of supervisory candidates to draw on as company grows.
• Continually recruits, interviews, and hires new employees.
• Inputs data and creates analyses showing the progress of staff’s efforts to collect debts.
• Speaks with customers who wish to speak with a supervisor and approve settlement and payment requests for forwarding to Client Service.
• Supervises and coordinates activities of agents engaged in collecting overdue payments for the clients within a specific business unit.
• Reviews delinquent account records to prioritize which customers must be contacted for collection of overdue accounts.
• Organizes collection workload according to degree and amount of delinquency and assign accounts to workers for collection.
• Authorizes or refers accounts to manager for repossession and legal actions against debtors.
• Assists subordinates with collection activities in difficult cases.
• Enforces and evaluates all aspects of collection functions and processes.
• Achieves and maintains workflow and works standards as established by upper management.
• Upholds and enforces client guidelines.
• Plans, evaluates, implements and continuously improves all aspects of collection functions and processes.
• Administers performance counseling to subordinates
• Monitors and evaluates Agents for compliance and adherence to policies and procedures.
• Compiles data and constructs reports for management.
• Maintains appropriate levels of employee satisfaction.
• Assists in formulation of specific collection objectives and achievement of goals and targets.
• Ensures professional relationships are established and maintained with clients and customers.
• Works closely with Collection Operations Director /Manager to respond to collection concerns with existing and potential clients.
• Directs interaction with selected clients and customers in resolving delinquencies.
• Reads, comprehends, adheres to, and enforces any and all applicable ISO policies.

Requirements

Qualifications and Requirements:

• Knowledge: Must have comprehensive knowledge and experience in collections, skip-tracing, and compliance; familiarity with MBW policies, procedures, client standards and requirements, FDCPA, HIPAA, CRS Titanium, and Microsoft Outlook. Comprehensive grasp of all collection laws, both federal and state.
• Experience: At least 2 years experience working as a team lead in 3rd Party collections and/or past experience working in a call center.
• Skills/Aptitudes: Good computer skills and proficiency with word processing and spreadsheet software programs are required. Must be able to effectively train and motivate subordinates. Must know the state laws governing the collection of debt and the laws as mandated by the Fair Debt Collection Practices Act.
• Interpersonal Skills: Ability to multi-task, prioritize demands, take initiative, work proactively and be resourceful; outstanding interpersonal skills with the ability to work both independently and collaboratively with a diverse set of personalities and a strong client focus; and self-starter with a desire to grow/learn. Proven ability to lead, teach, and persuade others while interacting effectively in difficult situations; must be able to achieve company objectives.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of responsibilities, duties and skills required.

Related Experience – Experience Level Desired: At least 2 years Collection Experience preferred.

Education Requirements to Perform Job Role: Associate degree preferred.

Reporting Hierarchy: Reports to the Director of Operations.

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid time off
• Paid training
• Vision insurance

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Office

Work Location: In person