Collections Bridge Manager

We are delighted that you have chosen to explore the career opportunities available with EverBank. Primary Characteristics: Manage the daily bridge operations, technology tools, and established campaign strategy to achieve superior service levels and ensure compliance with investor / insurer regulations and Federal / State law. Position should have an understanding of all industry standard call center technology. Essential Functions: • Manage daily bridge operations. • Set up outbound files in the auto-dialer based on campaign strategy calendar. • Monitor collectors in queue to ensure adherence to CSM policies. • Effectively manage inbound call volumes to achieve established service levels for Average Speed of Answer and Abandonment Rate. • Ensure daily productivity is maximized through efficient allocation between inbound and outbound calls. • Utilize scheduling software tool to predict call volumes and effectively manage collector schedules to ensure adequate call coverage which meets service levels while allowing outbound campaigns. • Produce and review daily call center statistics. • Assist Early Stage Loan Resolution Manager with developing strategically planned dialer campaigns to ensure the required coverage of queues as established by agency and investor guidelines. • Stay informed on servicing changes or new requirements from Federal / State law or Agency / Investor guidelines. Implement required changes to dialing strategy as appropriate. • Ensure that VRU and Aspect systems are operational and performance is maximized. • Partner with Customer Care as necessary to implement call routing changes. • Provide feedback to Collection Supervisors on individual collectors to help maximize collector performance, i.e. call volume, talk time, CMS adherence. Minimum Qualifications (Knowledge, Skills and Abilities Requirements): • Must have 5 years experience in a call center, with a minimum of 3 years managing bridge operations. • Minimum 3 years in mortgage banking, preferably in a default area. • Excellent organizational skills. • Knowledge of Fidelity MSP Servicing Platform. • Excellent computer and technical skills. Demonstrated ability to explore, execute and implement technology tools and software. • Knowledge of industry collections strategy scoring models. • Excellent analytical skills. • Ability to interact with senior management. Excellent verbal and oral communication skills. • Must be self – starter, independent worker, and posses ability to exercise sound judgment. Must be comfortable making business decision. Training and Experience: • Minimum High School Diploma or equivalent, College Preferred. Please be sure to mark our "careers" page as a favorite place on your computer and visit often. We update it any time a position opens or closes, meaning that it is updated most weekdays. EverBank is an equal opportunity employer. No employee or applicant for employment will be discriminated against because of race, color, religion, national origin, physical or mental disability, age, gender, sexual orientation, veteran’s status, or status as a disabled veteran or veteran of the Vietnam era. To Apply for this position, please CLICK HERE Company:     EverBankLocation:     Jacksonville, FL 32099Status:     Full Time, EmployeeJob Category:     Customer Support/Client Care CONTACT INFORMATIONCompany:    EverBankReference Code:    SVCG-932MDI