Customer Solutions Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, mentor, guide, and enhance department operations and assigned staff.

• Evaluate consumer complaints and responses; ensure that replies are timely and comply with state and federal regulations.

• Ensure that consumer information requests align with CFPB requirements.

• Provide senior management with monthly trends and reports on consumer information requests.

• Maintain precise records for investor reporting requirements as outlined in servicing agreements; ensure implementation of requested changes by investors.

• Develop procedures for the department and ensure appropriate controls are established.

• Set metrics and goals for research and mortgage resolution teams; oversee the achievement of these goals.

• Assist the Call Center with escalated issues and initiatives aimed at improving consumer experience.

• Report to government agencies as necessary.

• Stay informed about government regulations related to loan servicing.

• Manage internal tracking systems and processes.

• Allocate work assignments to Special Loans staff through subordinate supervisors.

• Conduct quality control reviews as required.

• Prepare the annual budget, expectations, and goals for the department.

• Oversee vendors utilized within the departments under management.

• Develop and promote products utilized in the departments under management.

• Request, create, prepare, update, revise, review, test, finalize, approve, and maintain the department’s policies and procedures; provide training as needed.

⛳️ Requirements

• A High School Diploma or equivalent is required.

• Demonstrated strong leadership skills with the capability to train, coach, and mentor staff.

• In-depth knowledge of the mortgage lending and servicing industry.

• Comprehensive understanding of state and federal laws and regulations related to mortgage and consumer lending.

• Extensive knowledge of workflow processes, staffing requirements, and operational costs within a collections operation.

• Ability to prepare an operating budget and effectively anticipate and explain variances.

• Proficient in applying data and information to resolve administrative and operational challenges.

• Strong time management skills and the ability to prioritize effectively.

• Quick understanding of concepts, capable of making sound decisions and resolving issues.

• Ability to work independently with minimal supervision while meeting deadlines efficiently.

• Capacity to collaborate with colleagues in a team setting to achieve shared objectives.

• Effective communication skills in writing, in person, and via telephone.

• Proficient in Microsoft Office applications (Excel, Word, PowerPoint, etc.).

• Ability to maintain strict confidentiality.

🏝️ Benefits

• Optional medical, dental, vision, life, and disability insurance.

• Paid holidays, vacation, and sick leave.

• Fidelity National Financial matching 401(k) and employee stock purchase programs.

• Access to mental health resources, including complimentary Calm memberships.

• Discounts on gym memberships, pet insurance, and employee purchasing programs.

• Access to a tuition reimbursement program that supports your continued education and professional development.