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VP, Dispatch
PennyMac
Plano, TX, United States
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Job Description
Recruit and train a highly-qualified staff of dispatch and client coordinator agents and team leaders, in multiple locations (such as: Pasadena and Dallas Fort Worth). The group manager must be actively involved in supporting the business development efforts of the departmental staff while ensuring that all elements of compliance and the Real Estate Settlement Procedures Act (RESPA ) guidelines are stringently adhered to. They must understand the core values of PennyMac and align conduct accordingly, while remaining up to date on the Telephone Consumer Protection Act (TCPA) and the Domain Name System (DNS) regulations, ensuring that the call centers stay compliant.
Job Responsibilities
• Recruit and retain highly-qualified dispatch and client coordinator agents, with an emphasis on attracting individuals who could develop into account executive or team leader positions
• Actively manage all elements of dispatch with the ultimate goal of maximizing the penetration rate of retail's overall funding volume
• Mentor supervisor’s by identifying and working to improve team and individual performance
• Meet monthly and quarterly management business objectives (MBO’s) with a supporting business plan
• Maintain staff and personal licensing and continuing education requirements
• Train, operate and support a culture of high quality and zero defects
• Develop and maintain policies and procedures and scripts for all dispatch functions under span of control
• Work with the retail administration and marketing department to manage the ongoing maintenance and distribution of leads within the telephony and lead management systems
• Prepare input for performance evaluations including development and maintenance of accurate call records and lead logs
• Actively supervise, monitor and manage within the dispatch department by holding regular one-to-one meetings and annual performance reviews with dispatch and client coordinator agents
• Lead the team by effectively supervising, motivating and inspiring the performance of the team to achieve or exceed standards, performance targets and objectives for their functional area
• Operate the call centers in a highly-compliant manner by staying up-to-date with TCPA, DNS and RESPA guidelines
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values
Preferred Qualifications
Skills & Abilities
• Bachelor’s degree in Finance, Business, Economics or other relevant degree
• Minimum of seven years residential real estate lending experience
• Demonstrated working knowledge of conforming, non-conforming, FHA and jumbo guidelines
• Demonstrated working knowledge of lead management and telephony systems
• Demonstrated knowledge and practical experience in applying credit risk principles to lending recommendations