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Verbal Correspondence Supervisor
Summary
Title:Verbal Correspondence Supervisor
ID:1824
Department:Compliance
Location:Houston, TX
Description

Summary:

The Verbal Correspondence Supervisor is responsible for supervising the Verbal Correspondence teams in their work of investigating and responding to consumer complaints and escalations. This position is designed to ensure productivity, quality, and training to is adequate for the team to resolve consumer complaints quickly before they escalate, to prevent more risk and exposure to the company, and improve the overall customer experience. The Verbal Correspondence Supervisor will work with various department leaders to investigate and escalate issues to ensure resolution is achieved for the consumer.; then ensuring resolution is verbally communicated to Homeowners. They will be required to supervise and train the team, provide progress updates to Compliance Management, and ensure timely resolution for the consumer.

 

Responsibilities:

  • Supervise and assist team in research of consumer’s loan to determine the problem and next steps toward resolution.

  • Handle and ensure Specialist make outbound calls to consumers within 24 hours of receiving a verbal complaint, to acknowledge the complaint and provide a point of contact until resolution.

  • Handle and ensure Specialist make outbound calls to consumers every 3 days to provide status updates on their complaint, or an ETA, until a resolution is reached.

  • Lead escalation management activities, such as checkpoint calls for customer issues and reporting

  • Proactively monitor high priority escalation cases and provide assistance to prevent escalations

  • Escalate issues with other department leaders on tasks that their department needs to complete before a resolution can be reached for the consumer.

  • Monitor updates and maintenance of the consumer complaint database for verbal complaints.

  • Deliver tracking updates and reporting to Compliance Management for productivity and complaint trending.

  • Create employee Improvement Action Plan for Specialist success

  • Ensure resource prioritization and resolution of customer escalated issues

 

Qualifications/Skills:

  • Supervisory experience leading a team of analytical individuals

  • Well-rounded knowledge of Mortgage, Consumer finance and loss mitigation a plus

  • Superior Customer Service and verbal/phone communication skills is a must

  • General mortgage servicing compliance knowledge

  • Intermediate knowledge of MS Word, MS Excel, Outlook and MS Access needed

  • Familiarity with SQL, Tableau, and ILS systems

  • Must possess a short learning curve related to assimilation of new skills and tasks

  • Superior organizational skills needed

  • Ability to multi-task as well as quickly adapt to changing work assignments

 

Educational Requirements:

  • High School Diploma required

     

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