Supervisor - 2nd Lien Collections (On-Site)

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We're a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that's why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

Primary Function

The Supervisor 2nd Lien Collections is responsible for working with Collections/Loss Mitigation representatives to minimize losses on delinquent second liens by working within investor guidelines as well as maintaining collection goals.

Principal Duties:

• Responsible for managing a staff of between 6 to 10 specialists.
• Provide guidance and leadership for management and staff. Lead and mentor staff to develop and reinforce skills, improve processes and procedures, and increase overall effectiveness.
• Supervise the analysis of financial statements, tax returns, credit reports, valuation reports, and title reports to approve the appropriate resolution for the customer.
• Tracks, monitors, and measures employee performance according to department standards. Provides feedback monthly as well as one on one coaching by monitoring live/previous calls.
• Oversees and facilitate the training of new employees.
• Oversee the day-to-day tasks and performance of the representatives.
• Assist in the control of company expenses through intelligent use of funds to resolve accounts and managing staffing and miscellaneous costs.
• Schedule and monitor of all employee time record.
• Undertake special projects related to departmental activities and performs other duties as assigned.
• Track daily results of work efforts to ensure required levels of production and efficiency are achieved.
• Resolve Human Resources issues, as necessary.
• Monitor auto-dialer campaigns, collector's manual calling efforts and monitor investor reports as needed.
• Must be flexible and able to work different hours/shifts if needed.
• Manages the staff, plans responsibilities, directs activities, and utilizes staff resources effectively, including modifying staff levels (e.g., hiring/terminating) to meet department goals.
• Utilize performance management and performance review processes effectively, on an ongoing basis, to maximize performance of employees, correct performance problems, provide development opportunities, and promote effective communication with employees.
• Determine staffing requirements and employee selection for most effective accomplishment of unit and corporate goals.
• Maintain process and procedure documentation for the 2nd lien team, create process and procedure documentation where it does not currently exist.
• Ensure that the appropriate entity (e.g., yourself, a client,) has reviewed and approval a Loss Mitigation Workout.
• Arranges for contractual services relating to property inspections, appraisers, real estate agents, etc., who may be involved in the inspection or evaluation of the collateral.
• Ensure compliance with company policies and procedures.
• Meet with staff on a weekly basis to ensure staff members are up to date with new processes and releases.
• Provide agent performance metrics daily as well as mid reviews to ensure numbers and goals are met.
• Review and monitor Workday training logs to ensure agents are up to date with Workday and Band of America training.
• Complete monthly incentives by gathering totals from the calibrator.
• Updating staff Paid Time Off (PTO) calendar with approved PTO request.
• Skip trace accounts when needed.
• Generate reports showing accounts that need to be called to ensure the accounts with the least number of attempts are priority.
• Review the rolls report to ensure accounts are in good standing in comparison to the prior month.
• Actively test new process releases prior to them being implemented in production.
• Ensure all monthly tasks are completed by due dates provided.
• Take escalated calls upon customer request when the representative is unsuccessful in de-escalating the call.
• Obtain Mortgage Loan Originator (MLO) license.
• Knowledgeable in Loss Mitigation System (LMS), Delegated Authority Tool, Clear and Servicing Management Default Underwriter (SMDU) application.
• Analyze accounts submitted by representatives for modifications to approve via the clients' waterfalls.
• Performs additional projects and duties as assigned by management.

Required education and experience.

• High school diploma or equivalent, required.
• Bachelor's degree, preferred.
• 6+ years' experience in finance, collections, commercial, customer service, or a related industry.
• Minimum of 1 year of Loss Mitigation experience.
• 1-3 years prior supervisory experience.

Required knowledge, skills, and ability.

• Managerial skills including strong organizational, communication, and leadership skills.
• Required basic understanding of Collections.
• Experience analyzing financial statements, tax returns, credit reports, home appraisals, title searches and other documents to evaluate pre-foreclosure remedies.
• Demonstrate strong skill set for organization and attention to detail.
• Strong negotiating and follow-up skills, as well as the ability to meet strict deadlines.
• Self-Motivated. Ability to work independently with minimal supervision.
• Strong analytical, problem solving and mathematical skills to be used to improve team performance.
• Ability to work overtime as needed.
• Understanding of mortgage lending and servicing
• Applicants should be prepared to obtain an MLO license which will be paid for by the company. The MLO license is preferred, but not required for this position.

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Additional Information:

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We're a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave

• Adoption Assistance

• Tuition & Certification reimbursement

• Employee Mortgage Loan Program

• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you'll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

• Matching Gifts Program - dollar-for-dollar up to $1,000

• Access to grants, nonprofit resources, and volunteer opportunities

• More than $6,000,000 donated since 2020

• 1 in 5 employees participates in at least one Employee Resource Group (ERG)

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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