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New American Funding

Austin, TX

Home Retention Outreach Supervisor Jobs Near Me

LocationAustin, Texas 78745
Employment TypeContractor
Date Posted2022-11-20
Direct Apply
Valid Through2023-11-03

Job Description:

The Home Retention Supervisor is responsible for a group up to 6-10 Home Retention Associates and reports to the Manager of Default Resolution. The Home Retention Group is the front-line in assisting borrowers resolve financial issues impacting their ability to retain their home. The Home Retention Supervisor oversees the efforts of Home Retention Associates in assisting borrowers with finding solutions for maintaining home ownership as well as exploring loan liquidation options when home retention is not feasible. The Home Retention Supervisor is responsible for hiring and staffing their group, coaching and training staff, establishing goals, ensuring that work is completed according to established standards and procedures, and other duties as assigned.

  • Supervises daily operations of Home Retention Associates, ensuring compliance with department policies and procedures, applicable government and investor guidelines and ensuring that loss mitigation reviews are conducted timely and accurately;

  • Coordinates work activities to achieve the volume expected to meet operational requirements;

  • Provides feedback to senior management on issues negatively impacting compliance with servicing guidelines and regulations;

  • Documents Associate call trends, errors, skill deficiencies and provides feedback;

  • Completes and maintains individual performance plans for each direct report; meets regularly to set goals and provide training to ensure personal and professional development;

  • Coaches and trains staff utilizing expertise and guidance on operational issues;

  • Receives, answers and resolves escalated issues from associates and customers;

  • Works with Manager of Default Resolution to develop strategies that lead to Call Center goal achievement on service level, first call resolution, schedule adherence and call monitoring compliance. Ensures compliance with internal call center service levels and processing timeframes;

  • Ensure proper phone coverage to handle both inbound/outbound calls from borrowers 30+ Days DQ.

  • Managing borrower contact to determine “reason for delinquency”, and ability to pay, dialer/phone system strategy and borrower contact and correspondence timeline adherence.

  • Manages periodic collection reports for management and employee feedback

  • Is a “subject matter expert” (SME) on mortgage servicing loss mitigation options and qualification requirements;

  • Ensures compliance with all applicable federal and state mortgage laws, regulations, investor requirements and CFPB Servicing Guidelines

Desired Competencies:

  • Must work well under pressure, meeting multiple and sometimes conflicting deadlines;

  • Must have demonstrated ability to collaborate and work well with others;

  • Demonstrated ability to achieve goals;

  • Excellent verbal and written communication and listening skills;

  • Ability to work under pressure and stress and respond to inquiries with tact, diplomacy and patience;

  • Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry;

  • Knowledge of MSP, with at least (2) years recent experience working with MSP;

  • Good business writing and math skills;

  • Analytical and organized;

  • Strong PC skills. Must be proficient in MS Windows, MS Outlook and MS Office Suite. Experience with MS Visio, MS SharePoint and MS Project, a plus.

Desired Education/Experience:

  • 5+ years’ experience in one or more of the following areas: Mortgage Banking, Collections, Loss Mitigation, Bankruptcy and Foreclosure processes;

  • Bachelor’s Degree or combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions;

  • Minimum of (2) years of supervisory experience, managing a team in a high volume, fast paced environment;

  • Good working knowledge of FNMA, FHLMC, GNMA, FHA/VA workout requirements;

  • Good working knowledge of FDCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices.

  • History of reliable attendance;

  • Ability to work a schedule that includes some weekends;

  • Must be able to pass background investigation;

Bilingual (English/Spanish) a plus.

Other Duties: This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

[EOE/M/F/D/V. Drug-free workplace.]

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.


ID: 2022-5509

External Company Name: New American Funding

External Company URL: https://www.newamericanfunding.com/

Street: 11001 Lakeline Blvd

Job ID: 5104709350453741288

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