Overview
Responsible for planning, designing and executing all aspects of departmental disciplines and activities to support operational and strategic needs relating to the department. Oversees and directs departmental staff and activities of the correspondence research unit within non-default servicing in multiple locations including inbound correspondence and written complaints, e-mail inquiries, research tasks and priority complaints. Oversees the preparation and presentation of volume and trends to the complaint management subcommittee.
Job Description

• Develop and execute the research department's strategic and operational plans to achieve established service standards including response times, complaint handling, customer satisfaction and root cause trending
• Direct the development and maintenance of all processes and procedures to ensure proper working order. Make adjustments as needed to improve process efficiencies, output quality, and compliance with applicable laws and regulations.
• Ensure management team reviews of daily, weekly and monthly reports, and develop action plans on findings
• Continually review business practices to ensure that they are in alignment with policy, current needs and requirements
• Oversee the development of all research communications, such as: feedback to customer service, new loan boarding's, communications to staff, etc.)
• Provide direction on all compliance, audit and exceptions functions including policies and procedures, risk analysis and training. Ensure continuity between business sites with respect to policies, procedures, risk and training. Work closely with servicing compliance and legal to ensure that state and federal regulations are adhered to.
• Oversee the management of teams in multiple locations who are responsible for productivity and quality monitoring
• Responsible for department staffing including recruiting, retention and attrition as well as staff development initiatives
• Work in collaboration with technology teams to design, create efficiency, implement, enhance and maintain servicing systems
• Complete special assignments necessary to support dynamic business needs
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization's desired culture and values

Ideal Candidate will have the following:

• Bachelor's degree in business, finance or related field required
• Demonstrated expertise in a variety of the field's concepts, practices & procedures
• Relies on extensive experience and judgment to plan and accomplish goals
• Proficiency in Microsoft Office Suite
• Ability to synthesize complex or diverse information; conceptualize solutions
• Excellent communication skills with the ability to interact with all levels of leadership and think in a strategic manner
• Display willingness to make decisions, exhibit sound and accurate judgment and make timely decisions
• Credibility and self confidence that earns organizational trust. Ability to lead multiple teams simultaneously and change priorities as needed to meet business demands.
• Ability to prioritize and plan work activities, use time efficiently and develop realistic action plans
• Identify and resolve problems in a timely manner; gather and analyze information skillfully
• Look for ways to improve and promote quality and demonstrates accuracy and thoroughness
• Assess staff skill levels, assign work appropriately, and facilitate team development and optimization

Years of Experience:
10Education:
Bachelor's Degree