At Mr. Cooper Group, You Make the Dream Possible.
Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.
Join us and make the dream of home ownership possible!
The Customer Correspondence Manager is responsible for managing Customer Correspondence Specialists who, through the use of written correspondence, provide resolution to customer issues and/or concerns of moderate to severe complexity. The Customer Advocate Manager is also responsible for the compliance of service level agreements with internal business partners as well as regulatory practices/requirements.
Essential Job Functions
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Responsible for the training, development, and performance reviews of staff.
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Strong analytical and organizational skills with strong critical thinking and problem solving.
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Manage and monitor case assignments to ensure appropriate planning, compliance and complaint tracking for performance and trends.
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Ensure team remains compliant to service level agreements with internal business partners in addition to regulatory practices/requirements.
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Handle all complex and/or sensitive Executive complaints as needed.
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Assist Risk and Compliance in review/escalation and resolution of accounts with Fair Lending and/or Unfair, Deceptive, or Abusive Acts or Practices violations.
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Strong Time Management Skills Needed.
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Must possess strong written and verbal communication skills.
Education/Experience Requirements:
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5 years of related Mortgage experience.
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2+ years of recent, residential, mortgage servicing experience as a team manager/supervisor.
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Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred.
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Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
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Excellent written and verbal communications skills.
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Ability to deal with complaints and conflict resolutions in a professional and decisive manner.
Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V
Job Requisition ID:
023104
Job Category:
Customer Relations
Primary Location City:
Dallas
Primary Location Region:
Texas
Primary Location Postal Code:
75019
Primary Location Country:
United States of America
Additional Posting Location(s):
What We Do
With nearly 4 million customers, we are a proud leader in the home loan servicing industry. But are we content? No way. Every day we challenge convention and reimagine the home loan experience for the better. It’s what makes us who we are.
We’re Challengers of Convention
Challenging the status quo is in our DNA. We’re ditching the old ways and reimagining what homeownership should look like in the era of smart phones, Mars missions, and avocado toast.
We’re Champions for Our Customers
Giving homeowners the best experience possible is the reason we come to work. We believe in honesty, simplicity, and always having our customer’s back.
We’re Cheerleaders for Our Team
Transforming an industry takes a world-class team. Ours is over 9,000 Coopers strong. Creating a place where they love to work isn’t just an HR goal — it’s part of Mr. Cooper's mission.
We’re here to keep the dream of homeownership alive. That means throwing out the old ways and revolutionizing the way people sell, buy and own their homes using the latest technology and good old fashioned customer service.
At Mr. Cooper Mortgage we see a world where homeownership is less worrisome and more rewarding, where having a mortgage is no longer a burden but an opportunity, where homeowners feel 100% in control of their finances and future.
Is Mr. Cooper Mortgage your kind of place? If so, we can't wait to hear from you.
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