Supervisor, Collections

Job Description SECTION I General Duties

-Responsible for the overall operation of the Collection Department.
-Supervise employees through leadership and coaching by monitoring and maintaining daily activities.
-Supervise departmental personnel and resources to ensure maximum effectiveness and efficiency and determine priorities based on need.

SECTION II Examples of Duties
45% Interview, hire, train and assist personnel in the performance of their duties.
A Maintain discipline, high level of morale and productivity in the department.
B Stay current with the various investor and insurer updates and regulations, Fair Debt Collections Practices Act and the Fair Credit Act. Ensure staff understands and complies also. (switched B and C)
C Help conduct initial and ongoing training with department employees
D Review Monitor sheets and recordings provided by Quality Assurance. Complete one monitor sheet and recording monthly for each Loan Counselor on the Supervisors team. Attend Quality Assurance calibration meetings and review policies and procedures for phone calls.
E Assist Loan Counselors by answering questions, taking escalated phone calls and offering guidance.
Update Access Database reports monthly.
Run reports and conduct audit review on Loan Counselors portfolios at month end to ensure timeframes are met.
Run suspense reports weekly and at critical times of the month to ensure all monies are applied.
Apply payments through Director or Max
Review and monitor recommendations for second lien and chargeoff proposals.
Track the delinquent loans on the new acquisitions.
F Assist other supervisors, within all departments, to maintain and improve productivity of the firm.
30% Prepare and submit daily, weekly and monthly reports to management regarding Collection
Department activities, statistics, productivity, etc.
A. Makes Management aware of problems (potential or real) within the department and provides suggested resolutions.
B. Make suggestions to increase department and firm morale, productivity and profit.
20% Establishes goals and objectives with the Collections Manager to maintain sound collection
activity and productivity.
A. Assists in the review, verification and enforcement of department and firm policies and procedures.
B. Complete and conduct timely reviews of employees and offers suggestions for improvement in performance and career pathing.
C Comply with Access Company Policy and Procedures and makes suggestions for improvement.
D. Help reduce daily delinquency ratio through Concerto calling strategies.
5% Other duties as assigned.

SECTION III Independence of Action
-Interview, hire, motivate and discipline, and motivate employees.
- Prioritize Loan Counselor duties.
- Takes initiative to respond to and resolve customer inquiries.
-Must be knowledgeable in establishing and monitoring Concerto campaigns and making any necessary adjustments to ensure highest level of efficiency.
-Must be knowledgeable in establishing and monitoring Symposium skill sets and making any necessary adjustments to ensure highest level of efficiency.
-Assist in the setting and implementing of policies and procedures.
- Makes decisions concerning credit, late charge waivers, repayment plans and suggested foreclosure.
- Working knowledge of common mortgage practice is required. Actions taken may have a significant financial impact to the firm.

SECTION IV Relationships

Internal
-Report directly to Collection Manager.
-Works very close with Defaulter Reporters and Default Reporting Supervisor.
-Works very close with Special Servicing reps and supervisors in Colorado office.
-Works close with Foreclosure staff and supervisors.
-Works close with Bankruptcy staff and supervisors.
-Works close with Cashiering staff and supervisors.
-Works close with Customer Service staff and supervisors.
-Submit remedy tickets to IS department.

External
-Fidelity Information Services
-Fidelity Field Services
-Safeguard Properties
-Back In the Black
-MERSMERS
-Previous mortgage companies
-Mortgagors
-Mortgagors attorneys, real estate agents, third parties, investors/insurers and original borrowers.
-Aurora Legal Department
-Aurora Compliance Department
-Aurora Quality Control Department
-Aurora Training Department

SECTION V Basic Qualifications

Education:
High School Diploma, or equivalent.
Experience:
2-5 Years Mortgage Loan Counselor experience preferred.
Experience in working with loan history, payment application, escrow, and corporate advance.
Specialized Skills & Knowledge:
Excellent communication skills both oral and written.
Proven problem solving and decision-making skills.
Ability to work under pressure and deadlines and multi task.
Extensive working knowledge of investor and insurer regulations, guidelines, and procedures
Extensive knowledge of the Collection Workstation.
Maintains a professional demeanor at all times.
Understand and operate complex equipment.
Knowledge of company Policies and Procedures.
Extensive knowledge of investor and insurer regulations and guidelines.
Ability to work under stress.
Demonstrates leadership and team player qualities.
Meet department standard in regard to job knowledge, quality work, efficiency, initiatives, productivity, teamwork and customer service.
Physical Requirements:
Sensory abilities: Ability to read printed materials and information; ability to communicate and respond to co-workers, subordinates, clients and customers inquiries both in person and over the telephone.
Physical mobility: Sedentary work repetitive motions and manual dexterity to operate keyboard. Some bending and light lifting may be required.
Mental effort: Reading, writing, calculating, analyzing, negotiating, organizing, evaluating and attention to detail.
~MSALS~




Lehman Brothers is an equal opportunity/affirmative action employer.

The Firm and its affiliates do not discriminate in employment because of race, color, religion, gender, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other criteria prohibited under controlling federal, state or local law.

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