Overview

The Vice President of Collections is responsible for leading and overseeing all call center operations related to collections across multiple servicing locations. This executive role drives strategic initiatives to enhance customer experience, optimize performance metrics, and ensure regulatory compliance. The VP will lead a high-performing team, manage staffing and operational expenses, and serve as the primary escalation point for complex issues.

Responsibilities
• Leadership and oversite of all call center management and staff for Collections at all servicing locations, as well as associated vendor relationships.
• Lead and develop a team that reflects our core values, as well as manage staffing levels and associated expenses.
• Implement strategy and tactics to continuously improve KPIs that improve the customer experience throughout all channels.
• Review the daily statistics across all agents to ensure compliance with all set metrics and measurements of the call center.
• Function as the executive escalation point for team members.
• Maintain and improve Customer Experience operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Participate in strategic initiatives; provide insights on customer and team member impact of organizational initiatives.
• Understand and comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) as well as investor, government, client and LoanCare policies and procedures.
• Ensure that employees, processes, and procedures under area of supervision comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and LoanCare policies and procedures.
• Through subordinate managers and supervisors, distributes work assignments to call center agents.
• Performs quality control reviews as needed.
• Manages vendors used in conjunction with departments under management as assigned.
• All other duties as assigned.

Qualifications

Required Skills and Qualifications
• High School Diploma or equivalent required.
• Bachelor's degree in business administration, finance or a related field, or an equivalent combination of education and experience.
• 7+ years of overall leadership experience and Call Center leadership with increasing responsibility levels required.
• 10+ years' experience in mortgage servicing or financial services with a strong background in Collections and Customer Service.
• Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending. Considerable knowledge of loan servicing practices.
• Leadership and management skills with the ability to motivate, mentor, train, coach, evaluate performance, and lead a multi-functional staff in a fast-paced, dynamic environment.
• Experience with telephone, VRU, workforce management systems, agent performance, and customer-facing web applications.
• Ability to enter and to extract data in a computer database for the purpose of researching and resolving customer inquiries.
• Consistent focus on the customer and customer experience.
• Strong communication skills with ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with all external parties.
• Strong people skills and people management skills.
• Demonstrated ability to collaborate and foster teamwork.
• Problem solving and critical thinking skills.
• Demonstrated ability to take initiative.
• Strong "Service that Exceeds Expectations" focus.
• Intermediate MS Office skills.
• Ability to deliver impactful and thoughtful presentations.
• Ability to build rapport and make unpopular decisions when necessary.
• Thrive in fast paced changing environments.

Desired Skills and Qualifications
• Bachelor's Degree preferred or equivalent experience required.

About Remote Employment

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.

Total Rewards
LoanCare's Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include:
• Compensation Range: $123,600 -$231,800 annually. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.
• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

Build Your Future with LoanCare®
At LoanCare, we don't just service mortgage loans-we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration.

Here, you'll find:
• A culture that helps you thrive, with resources and support to fuel your growth
• Flexibility to work remotely, while staying connected through virtual engagement
• Opportunities to make a real impact in an industry that touches millions of lives
• If you're ready to grow your career in a place that values your contributions and empowers your success, we invite you to join our team.

Essential Functions

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Reading Comprehension - Understand written sentences and paragraphs in work related documents
English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Speaking - Communicate verbally with others to convey information effectively.
Active Learning - Understand the implications of new information for both current and future problem-solving and decision-making.
Active Listening - Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don't interrupt at inappropriate times.
Instructing - Teach others how to do something.
Judgment and Decision Making - Consider the relative costs and benefits of potential actions to choose the most appropriate one.
Time Management - Manage one's own time and the time of others.
Writing - Communicate effectively in writing as appropriate for the needs of the audience.
Complex Problem Solving - Identify complex problems and review related information to develop and evaluate options and implement solutions.
Deductive Reasoning - Able to apply general rules to specific problems to produce answers that make sense.
Problem Sensitivity - Able to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Comprehension - Able to read and understand information and ideas presented in writing.
Inductive Reasoning - Able to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering - Able to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Near Vision - Able to see details at close range (within a few feet of the observer).
Oral Comprehension - Able to listen and understand information and ideas presented through spoken words and sentences.
Oral Expression - Able to communicate information and ideas verbally so others will understand.
Speech Recognition - Able to identify and understand the speech of another person.
Speech Clarity - Able to speak clearly so others can understand you.

Work Conditions

Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary.

Physical Demands

Sitting up to 90% of the time
Walking and standing up to 10% of the time
Occasional lifting, stooping, kneeling, crouching, and reaching

Equal Employment Opportunity

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

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