Customer Care Correspondence Manager

The Customer Care Correspondence Manager will have the unique opportunity to manage a team of Customer Care Correspondence Writers who collaborate with all business units across the organization to research and respond to a wide-range of mortgage servicing customer inquiries. In this this role, you'll have the opportunity to positively impact the customer experience by motivating and coaching your team members to be successful in their position, and identifying opportunities for process and service improvements.

Key responsibilities of this position include:

• Lead team of writers who research and respond to a full-range of mortgage servicing topics, including executive-level inquiries, escalated issues, and general correspondence items
• Ensure team members meet productivity standards and achieve service level objectives when responding to customer inquiries in a professional, accurate, and timely manner
• Collaborate with business units across the organization, Legal, and Operations Risk Management, to ensure responses appropriately address the needs of the customer and organization
• Maintain department policies and procedures to ensure processes are thoroughly documented and meet business and compliance objectives

Position Requirements

Candidates must possess the following:

• Minimum of 5+ years of related experience with a history of success
• Bachelor's degree in a business or communications-related field
• Knowledge of mortgage servicing, loan operations, or financial services is a big plus

Qualified candidates should have experience and demonstrated performance in these areas:

• Lead, develop, and motivate team members to reach or exceed performance and quality goals
• Manage multiple concurrent priorities in a deadline-driven environment
• Excellent written and verbal communication skills
• Customer-focused issue analysis and problem solving skills
• Ability to scrutinize a customer's experience and the Customer Care Correspondence department's processes to make recommendations for improvement
• Proficiency with Microsoft Office applications

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