Account Manager III

Join a team and be responsible in the Home Lending Core Servicing Customer Service includes the resolution of interactions from current/non-delinquent mortgage and home equity customers.

As an Account Manager III within the Home Lending Core Servicing Customer Service team, you will be responsible for leading the Tempe Customer Service Call Center, developing and delivering strategies to meet site performance objectives, and maintaining an organizational culture of managerial accountability and employee engagement. You will also be responsible for meeting budget targets and ensuring compliance with all relevant policies and procedures.

Job Responsibilities:

• Inspire Customer Confidence: Build customer trust through business knowledge and reliability; act promptly to deliver solutions; actively listen and think critically to anticipate customer needs; communicate directly with appropriate empathy.
• Execute Flawlessly: Utilize business knowledge, functional expertise, and a strong commitment to excellence to achieve results that meet quality, compliance, timeliness, and customer experience standards.
• Coach, Develop, and Manage: Actively coach others to enhance their performance (e.g., guide direct reports on skill improvement); build team and staff capabilities (e.g., ensure proper training and skills for direct reports); allocate resources effectively to support work activities (e.g., assign tasks and workloads appropriately).
• Maintain Control Environment: Establish and uphold a proper control environment where policies, procedures, and processes are understood and consistently followed by all associates. Ensure accurate documentation is in place for a clear and auditable trail of factual information. Hold subordinates accountable for compliance within a controlled environment.
• Implement Policies and Procedures: Fully understand changes to policies and procedures. Consistently and accurately communicate important changes to subordinates and take immediate action to relay this information. Hold team members accountable for understanding and correctly implementing changes.

• Oversee a high-volume, regulated customer service site with approximately 100 employees in Manila, PH.
• Lead performance management and skill development for direct reports, fostering a culture of accountability and engagement.
• Monitor and benchmark site performance metrics for exceptional customer and employee experiences.
• Drive transformation initiatives to enhance customer and employee satisfaction.
• Develop and implement procedures for operational effectiveness and efficiency.
• Ensure compliance with federal, state, and local laws related to home lending servicing, incorporating necessary input and meeting control requirements.
• Maintain an \"audit-ready\" environment by strengthening controls and developing necessary reporting.
• Manage a $10MM operating expense plan, overseeing the budget and recommending improvements.
• Cultivate strong relationships with key partners, support teams, and vendors.
• Adhere to all service levels and interface regularly with control partners, owning audit/compliance results.
• Plan capacity, set productivity targets, manage headcount, and oversee escalations, collaborating with leaders to solve complex operational problems.

• Minimum of seven to ten years of call center or other customer service operational management experience. Knowledge of home lending customer service operations preferred.
• Experience in building strong relationships with internal and external clients, as well as vendors, to facilitate the successful achievement of goals.
• Ability to manage through large-scale change and/or portfolio acquisition.
• Able to recruit, retain, and develop best-in-class industry leaders, aligned with Home Lending's employee engagement culture.
• Strong knowledge of the home lending servicing business, including mortgage and home equity. Experience in bankruptcy, foreclosure, loss mitigation, legal, credit risk management, default resolution, and default servicing is a plus.
• Bachelor's degree or equivalent work experience in finance, business management, or operations management preferred. An advanced degree is a plus.
• Ability to travel as needed (minimal travel expected).