Mgr, Servicing Quality

Section I - General Duties
Ensure the Customer Service, Collections and HRG Call Centers remain in compliance with all ALS policies and procedures and customer requirements.. Responsible for the daily operation and management of the Customer Service Quality Assurance, Correspondence Unit and Customer Service Research Departments.

Section II - Examples of Duties
Quality Assurance:
Manage and direct monthly audits of randomly selected loans which must adhere to the requirements of the Contact Center Departments as well as internal operational standards. Ensure accurate and timely performance of Customer Service Quality Assurance audits.

Coordinate with Contact Center Supervisors and Manager on audit findings and provide periodic reports to senior management.

Correspondence:
Directly responsible for the management of the Correspondence Unit and for all related Service Level Agreements (SLA's) for Loan Administration with regards to delivery of mail/faxes. Responsible for compliance with RESPA guidelines and timeframes for correspondence. Must work with local and national vendors to establish SLA's and working procedures.

Research:
Responsible for the management of the Customer Service Research department. This includes responsibility for the timeliness of responses to customer written and e-mailed correspondence and compliance with RESPA timeframes.

Coordinate with loan administration management to align quality standards with business objectives and company standards. Ensure quality forms and criteria align with the same. Keep up on current department policies and procedures/train, interview, hire, and update staff.

Preparation of yearly budget, monthly forecast and department Risk Assessment documents.

Correspondence and Research includes remote management of staff in Aurora's Mumbai office.

Section III - Independence of Actions
Works with substantial latitude within predefined parameters. Takes initiative to resolve problems discovered in the course of reviewing Quality Assurance audits. Works under minimal supervision to complete duties within deadlines and manage multiple priorities.

The manager is responsible to review system reports to identify areas of risk and to implement audit processes that will ensure adherence to procedures. The manager is also responsible for establishing/modifying workflow to address changing risks and changes in the regulatory or compliance areas.

The manager will be responsible for coordinating with the training department to develop and deliver training that addresses identified needs and areas of risk.


Section IV - Relationships
Internal Relationships:
Reports to Senior Vice President of Customer Service.

Direct reports include: Correspondence Unit Supervisor, Customer Service Research Supervisor, and Quality Assurance Supervisor.

Works closely with Customer Service, Collections, Foreclosure, Bankruptcy, Home Retention, Cashiering, Special loans, and Escrow departments as applicable. Also, works directly with Executive Communications, Legal and Compliance to establish procedures and guidelines for correspondence handling and resolving escalated customer issues.

External Relationships:
Direct contact with persons and or organizations outside the company, including attorneys, vendors, and borrowers.

Section V - Basic Qualifications
Education:
High school graduate required; college degree preferred

Experience:
3 or more years in mortgage loan servicing or related industry experience

Experience in Quality Control/Training beneficial

Experience in Mortgage Servicing, working with loan history, payment application and escrow/corporate disbursements.

Familiarity with compliance issues, regulations and ALS policies and procedures.

Demonstrated experience in analytical, interpretive and problem solving skills.

Specialized Skills and Knowledge:
Excellent oral and written communication skills.

Diplomatic and assertive interpersonal communication skills.

Ability to communicate and work with all levels of management and executives.

Proven problem solving, research, interpretive and decision-making skills.

Ability to take initiative and work under minimal supervision, and work under time pressure and deadlines and juggle multiple priorities.

Good working knowledge of Fidelity, Access and Excel.

Excellent time management and organization skills.

Ability to meet department standards with regard to job knowledge, quality, efficiency, initiative, teamwork, customer service, productivity and overall performance.

Must meet department absentee and punctuality standards.

Physical Requirements:
Physical mobility: sedentary work, repetitive motions, and manual dexterity to operate keyboard

Mental effort: writing, calculating, analyzing, negotiation, organizing, evaluating, attention to and tolerance to detail, ability to meet deadlines.

Sensory Abilities: ability to read printed materials and information on PC. Ability to communicate and respond to co-worker and customer inquiries both in person and over the phone.

Ability to handle varying levels of stress.
~MSALS~




Lehman Brothers is an equal opportunity/affirmative action employer.

The Firm and its affiliates do not discriminate in employment because of race, color, religion, gender, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other criteria prohibited under controlling federal, state or local law.

Apply Online