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Payments Manager - Cash Management
Walter Investment Management Corp
Tempe, AZ, United States
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Position Description:
The Payments Manager is accountable for all aspects of payment posting, ensuring that all payment items received are processed timely and accurately for our customers and process stakeholders. Department responsibilities include but are not limited to ensuring that payments are posted on the day of receipt, that appropriate effective dates are used, accounts lookups are performed as necessary, and that any exceptions are resolved timely.
• Regularly engages Payments team members to ensure that they thoroughly understand the business objectives of the Payments Department, Cash Management, and Loan Servicing, and how their day to day responsibilities relate to Ditech’s strategic business objectives, and that they have the resources necessary to achieve quality and productivity targets for their assigned duties.
• Ensures that Payments Department policies and procedures effectively integrate with other internal/external stakeholders and that process outcomes deliver a superior experience for Ditech customers and clients.
• Maintains effective and regular communication forums with stakeholder business units to ensure policies, procedures, and business processes/technology are working as intended, and that projects and other business initiatives are completed within acceptable timeframes.
• Develops and implements tactics that support operational efficiency, risk mitigation, legal and regulatory compliance, financial responsibility, team member engagement, and a superior service experience for our customers.
• Regularly publishes operational production metrics that provide a comprehensive view of performance related to payoff posting.
Accountabilities and Behaviors:
• Leads, recruits and retains high-performing team members, holding them accountable for both individual and department goals.
• Compiles and analyzes team results and provides reporting to senior management that includes inventory levels and aging, quality and service level results, and any issues that may affect future results.
• Regularly evaluates technology, policies, procedures, and customer communications that relate to these processes, and makes recommendations for changes when appropriate.
• Identifies and implements process efficiencies to improve quality and reduce errors and other defects.
• Uses a variety of data sources to understand the root cause of process errors and consumer complaints, acts with a sense of urgency to implement business process, policy, communication, and/or technology changes to resolve those issues.
• Acts as a change leader, and one who helps teams understand and embrace change; Is action-oriented, intellectually curious, and results-driven.
• Has experiences that demonstrate a preference to work collaboratively with peers, other business units, process stakeholders, and all levels of leadership to achieve shared objectives.
• Applies strategic business thinking to analyze complex issues, quickly identifies risk, and sets and communicates a compelling vision
• Any other job responsibilities requested by management.
Qualifications/Job Requirements:
• Education: 4-year degree, or equivalent period of experience in a role relevant to this position.
• Experience:
◦ Minimum 5 years of supervisory / management experience in financial services, with a preference for mortgage servicing or cash management;
◦ Experience with Black Knight’s Mortgage Servicing Platform (MSP), with a thorough working knowledge of payment workstations strongly preferred.
• Skills:
◦ Superior verbal / written communication skills,
◦ Detail-oriented with strong organizational skills;
◦ Strong interpersonal and problem-solving skills, with a demonstrated ability to work across business groups to achieve objectives;
◦ MS Office (MS Word, Excel, Outlook, and PowerPoint.) experience required, advanced Excel experience strongly preferred.
Conditions of Work:
• Office setting
• Ability to work a flexible schedule when necessary
• Able to travel as necessary (15% or less).
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