Customer Advocate Manager

Servicing Contact Center | Plano, Texas Remote

Description

Position at loanDepot 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

   Why work for #teamloanDepot: 

• Aggressive compensation package based on experience and skill set.
• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate, purposeful, and customer-centric people.
• Extensive internal growth and professional development opportunities including tuition reimbursement.
• Comprehensive benefits package including Medical/Dental/Vision.
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.

 About loanDepot: loanDepot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loanDepot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, loanDepot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this roles is between $56,000 and $68,000. Your base pay will depend on multiple individualized factors, including your job-related knowledge/skills, qualifications, experience, and market location.  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.  Apply To This Job