Customer Advocate Manager
loanDepot, Plano, TX, United States
Position Summary
Responsible for managing the Customer Advocate team and the day-to-day operations of the Single Point of Contact (SPOC) department by meeting servicing level expectations at the individual, team, department, and company levels. Ensures team follows state and federal guidelines and regulations. Develops and manages KPI’s to ensure established target metrics are achieved. This position ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates. Responsibilities
Manages and oversees the Customer Advocate team and agents by managing the pipeline and ensuring monthly departmental goals are exceeded. Maintains all departmental policies and procedures. Makes updates in accordance with all internal business, State, Regulatory, and CFPB changes. Develops departmental KPI’s and monthly performance evaluations. Maintains knowledge of State and Federal regulations. Ensures team follows and adheres to all State, Federal, and Investor guidelines. Ensures that Customer Advocate Representatives / Team Leads are operating in full compliance with investor, agency/insurer, FHA, VA, and PMI provided guidelines. Facilitates team meetings and various conference calls. Generates correspondence and reports to provide support to departmental management. Performs other duties and projects as assigned. Requirements
Bachelor’s Degree preferred and a minimum of five (5) + years’ experience in default servicing. Minimum five (5) + years of management experience in a SPOC department required. Must be able to work 8-5pm central time Equal Employment Opportunity
We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Responsible for managing the Customer Advocate team and the day-to-day operations of the Single Point of Contact (SPOC) department by meeting servicing level expectations at the individual, team, department, and company levels. Ensures team follows state and federal guidelines and regulations. Develops and manages KPI’s to ensure established target metrics are achieved. This position ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates. Responsibilities
Manages and oversees the Customer Advocate team and agents by managing the pipeline and ensuring monthly departmental goals are exceeded. Maintains all departmental policies and procedures. Makes updates in accordance with all internal business, State, Regulatory, and CFPB changes. Develops departmental KPI’s and monthly performance evaluations. Maintains knowledge of State and Federal regulations. Ensures team follows and adheres to all State, Federal, and Investor guidelines. Ensures that Customer Advocate Representatives / Team Leads are operating in full compliance with investor, agency/insurer, FHA, VA, and PMI provided guidelines. Facilitates team meetings and various conference calls. Generates correspondence and reports to provide support to departmental management. Performs other duties and projects as assigned. Requirements
Bachelor’s Degree preferred and a minimum of five (5) + years’ experience in default servicing. Minimum five (5) + years of management experience in a SPOC department required. Must be able to work 8-5pm central time Equal Employment Opportunity
We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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