VP, Contact Center

Cenlar is the nation’s leading mortgage loan subservicer. Our unique culture is defined by our core values of respect, trust, integrity and care. A promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career.

The VP, Contact Center leads the Customer Interaction, Default Contact Centers and Site leadership that provide effective and efficient customer service to our subservicing partners and their customers.   This position ensures client satisfaction by creating an environment that meets or exceeds client expectations, while adhering to all regulatory standards.  The VP provides strategic direction to the department by utilizing customer data to formulate strategies and tactics aimed at the changing needs of customers, as well as, creates a motivating work environment for employees where participation and collaboration are the norm.  This position is also a change agent by being the customer/client advocate working internally to consistently find methods to improve and enhance our service delivery.

Responsibilities:

• Provides strategic direction and oversight the Customer Interaction and Default Contact Centers
• In partnership with the SVP, Contact Center, develops short- and long-term goals for the Contact Center, presents forecasts to Leadership, and determines the best course of action for the company
• Overall responsibility for all aspects of the default call functions and processes, including the development, implementation, and administration of collections strategies to mitigate loss
• AZ Site Leadership
• Ensures that collection policies, procedures, practices, and documentation meet federal and state regulations, as well as client and agency requirements
• Develops and reviews accurate reporting procedures on collection activities and design and analyze reports for senior management
• Through the Workforce management team, facilitates call flow projections and the generation of forecasts and schedules; ensures adherence to those schedules
• Implements and integrates new business into the customer interaction department; develops the infrastructure in support of the client’s vision
• Forecasts anticipated volume and integration issues while developing processes, procedures and methods to effectively handle the client
• Drives the development and analysis of statistical data to identify trends and determine root cause servicing issues; utilizes such data to facilitate process improvement initiatives
• Anticipates customer needs, takes action to meet these needs and continually searches for ways to increase customer and client satisfaction
• Identifies and anticipates issues that have a customer / client impact and works with management team to create strategies to address these issues and minimize customer / client impact
• Monitors attendance records, overtime expense and other departmental paperwork and ensures appropriate steps are taken to address issues
• Develops tactical plans for department in support of the organization’s mission
• Responds to client issues as needed
• Works with managers to develop and monitor individual and departmental goals and provides effective feedback and guidance on a regular basis; Hold managers accountable for meeting these goals
• Leads effective performance management and professional talent development across all respective departments
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
• Ensure all activities are in accordance with Cenlar’s approved risk appetite statement and applicable compliance and regulatory requirements.

Qualifications:

• Bachelor’s degree in related field
• 12+ years of experience in mortgage operations including previous experience managing multiple departments
• Strong leadership skills to inspire outstanding performance through collaboration
• Minimum of 10 years of management experience in a customer contact environment (calls, text, chat and email) with greater than 500 associates
• Demonstrated experience integrating and managing multiple call center sites preferred
• Knowledgeable in contact center technologies to include workforce management, call routing, knowledge based application, IVRs, etc. and familiar with evolving trends
• Strong customer service skills to effectively execute the strategic goals and mission of Cenlar, while demonstrating Key Success Factors
• Effective listening, communication, and presentation skills to present complex topics to senior management in a persuasive manner
• Strong problem solving and analytical skills to come up with a mutually acceptable solutions utilizing available resources with diverse perspectives
• Excellent coaching and counseling skills
• Excellent organizational skills and ability to multi task to manage multiple large-scale complex projects enterprise-wide
• Proven people, strategic and tactical leader
• Resourceful and aggressive ability to research all facets of the industry
• Ability to plan strategically as it relates to business unit responsibilities
• Ability to conceptualize long-term business goals and develop orderly process of planning to accomplish goals

It is critical that you have an understanding of the following:

• Requirements under Telephone Consumer Protection Act, specifically Exemptions and Other Provisions.
• Requirements under Regulation E (Electronic Funds Transfer Act), specifically, Coverage, Initial Disclosures and Preauthorized Transfers. 
• Requirements under Regulation Z (Truth in Lending Act), specifically Prohibited Acts or Practices and Certain Requirements for Credit Secured by a Dwelling.
• Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Mortgage Servicing Transfers.
• Requirements under Regulation V (Fair Credit Reporting Act), specifically Reasonable Policies and Procedures Concerning the Accuracy and Integrity Furnished Information.
• Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Requests for Information and Escrow Accounts. 
• Requirements under the Homeowners Protection Act, specifically, Cancellation and Termination of Private Mortgage Insurance (PMI): Non-High-Risk Residential Mortgage Transactions.
• Requirements under the Servicemember Civil Relief Act, specifically Notification of Being Called for Active Duty.
• Requirements under Flood Disaster Protection Act.

Total Rewards:

At Cenlar, you’ll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.

Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer M/F/D/V/SO.