Manager, Default (Claims)
Cenlar

The Manager, Default is responsible for leading a team in Default Operations which may include Call Center, Loss Mitigation, Foreclosure, Bankruptcy, REO, Claims or Default Administration functions. The Manager identifies productivity and efficiency opportunities, as well as portfolio trends where additional focus is needed and ensures appropriate management controls are in place for all departmental tasks and functions. This position is responsible for executing daily strategies in a fast-paced environment, under short deadlines, while maintaining a positive an productive work environment.

Responsibilities:

• Partners with the other Default managers to ensure all daily strategies are executed for the Default Operations
• Responds to and resolves escalated client issues
• Monitors and manages team to ensure adherence to internal service levels related to the operations and processing time frames
• Works with staff to develop and monitor individual and departmental goals, providing effective feedback and guidance on a regular basis
• Develops and monitors staff planning forecasts with recruiting
• Reviews key performance indicators for team and reviews pipeline management reports with senior management on a weekly basis
• Reviews and updates department procedures in a timely manner to reflect all regulatory and compliance updates
• Evaluates business processes and makes necessary changes to daily procedures
• Responds to internal and external audit findings by preparing formal responses and ensuring remediation of noted issues
• Responsible for budget oversight of the department and manages department expenses ensuring that all controllable expenses are maintained within budget each month and all variances are understood and explained
• Manages staff and work being completed in multiple locations
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• Bachelor's degree or equivalent required
• 10+ years of experience leading teams in mortgage default servicing operations including Collections, Loss Mitigation, Single Point of Contact, Document Processing, etc.
• Strong knowledge of current practices, procedures, and regulations/laws related to default administration for GSE, HUD and other government agency mortgage loans
• Expert knowledge of OCC, CFPB, FDCPA, RESPA and state law servicing guidelines
• Ability to learn and understand the complexity of sub-servicing, while continuously assessing efficiencies of default administration in order to improve service levels and profitability
• Excellent written and verbal communication skills
• Strong analytical and problem solving skills
• Ability to work independently and take initiative, while multi-tasking in a fast paced environment
• Ability to prioritize and manage time effectively to meet strict deadlines
• Working knowledge of the Black Knight MSP servicing system
• Working knowledge of MS Outlook, Word, Excel, Power Point, and ability to learn industry related systems

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