Collection Team Lead I - Remote

Team Lead I 

Full time; non-exempt; 37.5 hours/week; Overtime as required.

Location; Remote US

Department: Collections 

***Schedule: Monday - Friday 8:30am-5:00pm, 1 Saturday per month 8am-4pm CST***

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description: 

Provides support to department representatives by monitoring and prioritizing workflow, handling escalated or complex issues, and serving as an expert on the services and procedures of the department. Reports to Supervisor, Assistant Manager, Manager.

***Schedule: Monday - Friday 8:30am-5:00pm, 1 Saturday per month 8am-4pm CST***

Essential Functions and Duties:

• Monitor distribution of workflow to maximize productivity, including handling overflow and understaffed areas. 
• Identify and communicate to management issues concerning staffing, workflow, clients, procedures, etc.
• Train new employees, serve as a mentor, and share knowledge and development opportunities to clarify guidelines and strengthen understanding of regulatory compliance and product knowledge.
• Prepare and submit departmental reports to management as requested.
• Assist department management in identifying, communicating, and implementing departmental standards.
• Monitor and stay current in organizational policies and procedures.
• Maintain high levels of cooperation and rapport with team members to promote accurate and efficient operations and service.
• Formulate and communicate suggestions that may improve profitability and/or productivity.
• Coordinate escalated issues to management and/or other departments as appropriate.

• Handles escalated and/or complex contested matters and activities with accuracy and professionalism.
• Successfully complete annual regulatory compliance training.
• Additional duties as assigned.

Department Specific/Additional Duties: 

• Make or take a high volume of collection contacts by telephone.
• Handle escalated borrower issues.
• Utilize the online collection system according to departmental guidelines.
• Reconcile accounts with misapplied payments and make the proper notations on the accounts.
• Extend relief provisions according to governmental guidelines and agency requirements.

• Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures. 
• Offer Loss Mitigation assistance, and if appropriate, explain options and processes in detail.
• Monitor foreclosure/loss mitigation accounts to ensure loans/files are being worked properly and timely.
• Consistently meet or exceed monthly goals. 

• Monitor daily work performance of team members.
• Ensure team members meet expectations of position.

• Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA).

Required Qualifications: 

• High school diploma or equivalent. 

• Strong communication and organizational skills.

Preferred/Other Qualifications:

• Supervisory experience a plus.
• Collection experience a plus.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability. 
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays

Physical Demands and Work Environment:

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations. 

The employee must be able to remain in a stationary position and or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machine, computer printer and phones. The noise level, if working on-site, is usually moderate and typical of an office environment. 

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.