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Customer Correspondence Manager

Location: Irving, TX, United States
Req ID: 013217

Job Description

Description

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Check It Out!

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

Essential Job Functions

  • Responsible for the training, development, and performance reviews of staff
  • Strong analytical and organizational skills with strong critical thinking and problem solving
  • Manage and monitor case assignments to ensure appropriate planning, compliance and complaint tracking for performance and trends
  • Ensure team remains compliant to service level agreements with internal business partners in addition to regulatory practices/requirements.  
  • Handle all complex and/or sensitive Executive complaints as needed
  • Assist Risk and Compliance in review/escalation and resolution of accounts with Fair Lending and/or Unfair, Deceptive, or Abusive Acts or Practices violations

Functional Job Competencies:

  • Integrity and Trust
  • Time Management
  • Strong Written and Verbal communication skills
  • Functional/Technical Skills

Education/Experience Requirements:

What level of education or specialized training is required to perform the job?

  • Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred. 
  • Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.

List any special certifications, licenses, and/or knowledge requirements for this job:

  • Excellent written and verbal communications skills
  • Ability to deal with complaints and conflict resolutions in a professional and decisive manner

How many years of directly related job experience are required to be qualified to enter the job?

  • 5 years of related customer care experience
  • 2+ years of recent, residential, mortgage servicing experience as a team manager/supervisor.

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

013217

Job Category:

Servicing

Primary Location City:

Irving

Primary Location Region:

Texas

Primary Location Postal Code:

75063

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Credit/Risk

Additional Posting Location(s):

Alternate Requisition:

No

Summary

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.
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