Director, Customer Resolutions

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Collaborate with the Vice President to define the strategy for Customer Resolutions, providing regional insights, execution realities, and opportunities for improvement.

• Act as a thought leader in the integration of data, AI, and automation into resolution workflows, agent effectiveness, and the overall customer experience.

• Recognize emerging trends in delinquency behavior, customer interaction patterns, and operational performance to guide future design.

• Advocate for a customer-focused, digitally enabled operating model that harmonizes technological scale with human judgment.

• Oversee the service delivery of Customer Resolutions across designated geographies, portfolios, or functions, aligned with US onshore, India, and Philippines delivery models.

• Ensure efficient operating rhythms across distributed teams, incorporating follow-the-sun support, standardized handoffs, and alignment across locations.

• Facilitate regional customization when suitable while preserving global consistency in policy, controls, and customer treatment.

• Maintain a balance between cost efficiency, service quality, and customer outcomes across both onshore and offshore delivery models.

• Assist in operationalizing AI- and analytics-driven resolution strategies, including prioritization models, agent-assist tools, and digital resolution pathways.

• Collaborate with Technology and Data Science teams to enhance models, workflows, and decision-making logic based on operational feedback and outcomes.

• Promote the adoption, governance, and effective utilization of CRM, dialers, digital self-service, analytics dashboards, and AI-enabled tools across regions.

• Convert complex model outputs and analytics into actionable insights for regional leaders and frontline teams.

• Work alongside internal and external delivery teams and vendors to achieve SLA, quality, and cost objectives.

• Engage cross-functionally to streamline handoffs, reduce friction, and create a seamless end-to-end borrower experience.

• Contribute to vendor governance, performance evaluations, and discussions on innovation.

• Lead, mentor, and develop managers and frontline leaders across US, India, and Philippines delivery teams.

• Enhance strategic, analytical, and digital capabilities within leadership teams—not solely operational execution skills.

• Foster engagement, culture, and leadership readiness within diverse and geographically dispersed teams.

• Cultivate future leaders who can thrive in a data-driven, AI-enabled servicing environment.

• Promote AI and data literacy within Resolutions leadership, empowering managers to interpret model outputs, challenge recommendations, and spearhead data-driven Lean improvements.

⛳️ Requirements

• A Bachelor’s degree is required; an advanced degree is preferred.

• 8–10 years of experience in the mortgage industry, particularly in call center environments related to collections, recovery, loss mitigation, or customer resolutions, with 3–5 years in leadership roles of increasing responsibility.

• Proven experience in managing multi-site and/or global contact center operations, including offshore delivery models.

• Demonstrated capability to merge operational leadership with strategic thinking and a focus on continuous improvement.

• Strong comprehension and management of collections and cure economics, operational KPIs, and cost drivers.

• Lean Six Sigma certification or equivalent experience, with a track record of success in value-stream mapping, waste reduction, and cycle-time minimization is preferred.

• Experience in leading analytics-, AI-, or technology-driven transformation initiatives.

• Familiarity with US consumer servicing regulatory and compliance requirements.

• A culturally savvy leader with exceptional communication, analytical, and change leadership skills.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Up to 3% match on 401(k) contributions.

• Generous paid time off.

• Company-paid life, accident, and disability coverage.

• Programs focused on mental, physical, and financial wellness.