Rushmore Loan Management Services

VP, Collections

US-TX-Dallas
Job ID
2017-1969
Category
Collections
Type
Regular Full-Time
FLSA Status
Exempt

Overview

 

POSITION SUMMARY:

The VP of Collections is responsible for the overall success of the collections team. The VP will build and retain a team of professionals dedicated to delivering a remarkable department through effective leadership, achieving aggressive business goals, collections strategy, operation efficiencies and developing a strong management team within the area.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

  • Work closely with and oversee the Dialer and Workforce Management teams to ensure proper setting of strategy and portfolio coverage is carried out as well as ensuring key departmental objectives are achieved
  • Ensure regulatory compliance with Federal, State, and Local laws and regulations regarding collection of debt, including FDCPA, ECOA, CFPB, and privacy laws.
  • Performs a variety of tasks, analysis, reporting, and strategy determination to control roll rates and successfully manage delinquency rates for RLMS and various investors
  • Manage and maintain all investor requirements and performance goals to maintain high levels of overall service
  • Establish and maintains departmental “key performance indicators” (KPI’s) and insure all collection agents perform at the highest level of competency, effectiveness, and professionalism while maintaining a positive customer experience
  • Develop strategies or process changes which will re-performance risk
  • Develop audits to monitor the quality of the work performed within the department. Monitor these audit results and take corrective action as necessary.
  • Design and execute strategy implementations across various technology platforms as well as identifying opportunities for automation within the collections process.
  • Corporate entity, license, insurance and bonding requirements; compliance, software selection and implementation; collection letters and outbound scripts; employee hire and training
  • Work well with other departments leaders including but not limited to customer service, loss mitigation, borrower correspondence, and cash management
  • Develop, implement, and manage the work flow of all tasks required for the collections department.
  • Provide leadership to ensure continuous development, education and training of the staff on all tasks required for compliant and efficient collection agency operations.
  • Develop reports and tools as required to monitor daily workflow and assure that each function is operating at peak performance levels in all areas.
  • Perform other duties as assigned

Qualifications

ESSENTIAL KNOWLEDGE & SKILLS:

 

  • Must be a self-starter, driven, assertive and have a positive attitude.
  • Excellent verbal and written skills, including ability to write clearly, concisely, and logically
  • Ability to work well with all levels of management and staff.
  • Ability to supervise staff.
  • Working knowledge of Customer Experience best practices.
  • Proven track record of success dealing with customer service and/or call center programs.
  • Strong knowledge of customer service best practices, certification, real time and historical reporting metrics, call flow and workforce management, call routing strategy.
  • Leadership and relationship development skills to effectively manage conflict situations.
  • Ability to set goals and meet deadlines.
  • A leader who brings experience growing and running a successful team.
  • Strong knowledge of collection management best practices.
  • Strong leadership and management skills which include a hands-on style and leading by example
  • Demonstrated operations leadership experience and success in managing through complex and evolving organization.
  • Proven leadership ability and a track record of having created highly collaborative, high-performance teams..
  • Ability to work collaboratively with various parties in obtaining and achieving common goals; demonstrated experience in team building through collaboration and open communication.

  

EDUCATION AND/OR EXPERIENCE:

 

  • Bachelor’s Degree required
  • High School required
  • Nine years’ experience in the mortgage industry with five years of collections experience required
  • Strong senior level management experience

 

 

MACHINES, OFFICE EQUIPMENT & SOFTWARE:

 

  • Solid experience with MSP/ LPS Servicing System, Aspect, NEC phone system
  • Proficient in Microsoft Office
  • Knowledge of SQL, Crystal Reports or other reporting software a plus.

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