JOB SUMMARY:
Servicing Manager - Customer Care is responsible for directing, coordinating, and monitoring a team in the performance of all Customer Facing, Cash Services, Payoff/Recast, Investor Services and Loan Sale/Transfer activities. Individual must have knowledge of below functions, systems and regulatory requirements related to all areas of responsibility. Must be detail oriented; possess strong analytic, research, problem solving and follow-through skills, with the ability to successfully achieve all goals/objectives.
DUTIES AND RESPONSIBILITIES:
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Manage, direct, coordinate and/or take personal action to ensure all activities related to the following functions are completed in accordance with policies, procedures, regulatory requirements, and timelines:
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Customer Care: Contact Center SLAs ad KIPs, Data Changes, Escrow management, Credit disputes, collection activities.
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Cash Services: Process customer payments received from various sources, payment reversals, daily deposits, and daily system balancing.
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Payoff/Recast: Process all payoff/recast requests within department/investor timelines. Includes, but is not limited to, customer requests, document preparation/execution, funds application, lien releases, systems updates.
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Investor Services: Establish investor pools and transfer associated loans; perform investor reporting/remitting activities according to department/investor requirements; reconcile all custodial and GL accounts.
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Loan Sale/Transfer: Perform all tasks related to PIIT, Co-Issue, Whole Loan and Forward Bulk loan sales and transfers including but not limited to: investor approval, customer communications, reporting, agency notifications, service release, transfer reconciliation/funds remittance, system updates, etc.
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Other: Actively participate in company committees and projects; respond to audits and perform special research or problem resolution as needed; research/resolve CTX issues/requests; back-up other servicing area and perform other duties as assigned in accordance with policies/procedures/timelines.
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Relations: Collaborate and coordinate activities with Post Closing/Capital Markets to ensure maximum revenue opportunities; with Operations and Title to ensure timely resolution of errors/exceptions. Build and maintain positive relationships/partnerships with external business partners and all other areas of PMLLC.
REQUIRED EXPERIENCE (work related, tools/equipment, software, etc.):
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2-3 Yrs. Servicing Experience
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1-2 Yrs. Supervisor/Management/Lead Experience
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Excellent written/verbal communication skills
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Proficient in MS Excel/Word and Servicing Systems
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Ability to learn & effectively use MSP/BOS/ systems
MANAGEMENT RESPONSIBILITIES (LEVEL: MENTOR / COACH / FEEDBACK)
With Direct Reports
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Ensures appropriate staffing to meet department needs.
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Utilizes recruiting and selection tools/processes to build organizational talent.
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Delegates work according to employee’s abilities and skills.
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Evaluates employee’s performance and plans for compensation actions in accordance with that performance.
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Provides developmental opportunities through identification of internal and external training opportunities.
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Creates opportunities for employee growth.
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Provides continuous coaching regarding functional and leadership standards (technical skills and behaviors)
SCOPE (decision making, size of organization, budgetary etc.)
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Internal & External Interaction: Yes
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Customer Contact: Minimal
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Risk Level: High
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Accuracy & Deadline Requirements: Yes
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Decision Impact: Department & External
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Direct Reports: Yes
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Indirect Reports: No
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Decision Impact: Yes Area
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Budgetary Responsibility: No
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Department Responsibility: Multiple
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Work Arrangement: Hybrid
REQUIRED EDUCATION (degree, licenses, certifications, etc.)
Salary Range: $87,700 - $101,000
This position is also eligible for an annual bonus based on the successful completion of defined performance objectives.
Hybrid work arrangement offered.
#LI-JG1
PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, “Recruiters”) in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System.
We are an
equal opportunity employer
and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.
All employees must be committed to fair and nondiscriminatory lending, in conformity with the Equal Credit Opportunity and Fair Housing acts, and to compliance with all applicable laws, regulations and company policies. Employees must act responsibly in their efforts to provide financial services to Pulte customers and to provide support to Pulte's core purposes.
All offers of employment are contingent upon clear results of a comprehensive pre-hire background check including credit, criminal, education and employment.
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