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Director, Mortgage Servicing Account Relationships
PHH Corporation
Mount Laurel, NJ, United States
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Description
POSITION SUMMARY:
Responsible for the account management and achieving overall business development goals and objectives for specific Mortgage Servicing clients.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Functions as a subject matter expert in industry standards and practices
• Contribute technical/professional skills and specialist knowledge to the leadership group
• Develop departmental and functional strategies and structure that align with corporate objectives and monitor follow-through to implementation
• Manage organizational risk and protect the assets of the organization
• Function as a “change-agent”, leading change initiatives within the organization
• Evaluate and interpret departmental/functional financial results and identify opportunities for improvement
• Develop effective reporting, incorporating appropriate frequency and level of detail
• Identify customer needs/demands
• Foster appropriate culture within the department/function
• Evaluate organizational effectiveness of the team within the department/function, identify gaps and implement development and succession planning initiatives
• Assess performance of individual members of the team. Provide timely feedback for favorable performance and contributions (i.e. recognition) as well as appropriate coaching/counseling for unfavorable performance
• Support employee career development by providing employees with opportunities to develop their knowledge, skill and abilities and conducting candid career conversations.
• Support staffing (perpetuate the team) through candidate evaluations, conducting interviews and collaborating on staffing decisions
• Resolve conflicts that arise between employees and/or customers
• Establish priorities, delegate work and hold self and team accountable for attaining high quality results
• Ensure policies and procedures are adhered to
• Plan the operation and workflow for the function to ensure objectives are met
• Organize the team, the production of the work, training and resources needed to accomplish desired and required outcomes to meet objectives
• Provide employees with enough guidance, direction, leadership and support to ensure they are able to accomplish their objectives
• Monitor the plan to ensure it is being carried out in a manner that assures objectives are met
• Review and assess the success of the plan, the allocation of the employees and resources and whether objectives were met
• Initiate improvement projects, identify new ideas and delegate responsibility for identifying and developing new ideas to others
• Allocate available resources appropriately
• Collaborate with senior leaders within multiple functions to create uniformity, consistency and discipline around client governance including reporting, frequency of communication, client management and executive meetings. Ensure appropriate level of governance predicated upon magnitude of each client and growth opportunity.
• Identify and execute upon organic growth opportunities
• Develop and implement uniform and consistency in client reports, metrics, and Key Productivity Indicators (KPIs).
• Ensure efficient and effective communication with clients
• Collaborate with senior leaders in multiple Mortgage Servicing functions to establish policy and procedures for using our Customer Relationship Management (CRM) solution.
• Support the creation of the account management rules for CRM tool usage and integration with other Mortgage Servicing functions
• Analyze data and identify opportunities to improve company and client performance
• Facilitate standing meetings clients’ executive leadership teams
• Identify and implement process improvements with our subservicing or retention departments to improve the Client and Customer Experience
• Identify best practices that can be shared among client groups
Requirements
QUALIFICATIONS:
EDUCATION / EXPERIENCE
To perform this job successfully, an individual must have the following education and/or experience:
• High School Diploma or equivalent required
• Bachelor’s Degree preferred
• Minimum of seven (7) years of experience in sales/sales management is required
• Minimum of seven (7) years of experience in the mortgage industry is required
• Minimum of five (5) years of leadership experience is required
• Experience in mortgage servicing preferred
• Experience selling to and/or managing large, complex accounts preferred
KNOWLEDGE, SKILLS, AND ABILITIES
• Strong verbal and written communication skills
• Analytical, with an ability to identify and resolve problems
• Well organized, paying close attention to detail
• Ability to manage multiple priorities in a timely manner
• Ability to meet the needs of internal and external customers by delivering high quality service
• Rapidly adapts to changing information, conditions and/or unexpected obstacles
• Strong interpersonal skills
• Operates effectively in a team environment as well as independently
• Strong negotiation skills
• Ability to perform effectively during stressful situations
• Ability to perform in ambiguous situations
• Ability to react objectively rather than subjectively to achieve company goals
• Ability to jump in, figure things out and add value
TRAINING / LICENSING REQUIREMENTS
• Must pass PHH Corporation’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.
CORE COMPETENCIES
• Behaves as a Leadership Role Model
• Builds Strong Working Relationships
• Drives and Delivers Exceptional Results
• Customer/External Focus
• Builds and Motivates a High Performing Team
TECHNOLOGY SKILLS
• Proficient with Microsoft Office products (e.g. Word, Excel, Outlook, Powerpoint, etc.)
PHYSICAL DEMANDS
• NA
OTHER REQUIREMENTS
• NA
TRAVEL / WORK SCHEDULE
• 8:30 am – 5:00 pm M-F
• Extensive out of town travel (40%+ of time may be spent travelling out of town)
DISCLAIMER
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
The requirements and the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PHH is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.