Manager, Member Services and Collections - TruHome Solutions*

TruHome Solutions* has provided private-label mortgage services to credit unions since 2004. By partnering with us, you'll break through the barriers of cost, regulation, and technology, resulting in increased loyalty and service of your members in one of the most important times of their lives.

GENERAL FUNCTIONS:

The position will lead the Member Services and Mortgage Collections teams, which are responsible for all call center activities, as well as payment follow-up activities on accounts 1 to 120 days past due. This individual is accountable for overseeing the productivity and adherence to established KPI's and all outbound contact (phone and email) and letter campaigns necessary to ensure compliance with agency/client delinquent account guidelines.

PRINCIPAL ACCOUNTABILITIES:

Provide oversight and direction to multiple staff members, vendor relationships, and projects that promote the overall success and continued development of the teams.
• Ensure team adheres to the Collection guidelines established by each Investor, Insurer, or client contractual agreement to protect the assets of TruHome and our CU partners.
• Ensuring the team is consistently providing empathic, timely and responsible payments solutions to past due or financial troubled members.
• Continuously identify areas of opportunities for increased efficiencies, automation, and operational improvements.
• Consistently monitor and analyze team performance and proactively communicate issues and changing priorities to clients and/or TruHome management.
• Responsible for hiring, training, evaluating, and developing team members. Ensuring team goals and objectives are defined, communicated, and monitored.
• Responsible for the development and measurement of department call campaign strategies and results reporting.
• Ensure customer contact records accurately reflect all call activities performed.
• Exercise appropriate professionalism, discretion, and confidentiality. In addition, ensure department procedures are in place to protect members' personal financial information on all team phone calls.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proficient knowledge of mortgage products and software.
• Understanding of Agency/Issuer guidelines and how best to access them.
• Excellent organizational, analytical, and critical thinking skills.
• Ability to manage multiple projects and thrive in a demanding environment with constantly changing client and regulatory priorities.
• MSP experience and knowledge
• Initiative-taking ability to self-initiate and work independently without close supervision.
• Excellent communication skills
• Ability to resolve interpersonal conflict and miscommunications.
• Must be able to be bonded.

WORKING CONDITIONS:

This position is expected to work in a general office environment and may have to travel for visits to other credit union facilities or for training purposes. Overtime will be expected to be worked as needed.

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

• High School diploma.
• Bachelor's Degree preferred.
• 5 years of Customer Service or Collections experience required.
• Prior management experience a plus