Reporting to the Customer Relationship Manager, the SPOC (Single Point of Contact) Supervisor will plan, organize and lead activities necessary for providing customer service to the borrower from due and payable through final resolution of default.
Who We Are
Reverse Mortgage Solutions, Inc. (RMS) is a nationwide servicer and subservicer of reverse mortgage loans. Founded in 2007 our mission is to enable clients to increase revenue, enhance market share, reduce costs and effectively mitigate risk. With a powerful suite of services we aim to meet the growing demand for servicing and subserving of reverse mortgages. RMS is a wholly-owned subsidiary of Mortgage Assets Management, LLC (MAM) and our talented and diverse workforce has allowed us to cement our reputation as a trusted and committed advisor to our clients and partners.
How This Role Contributes
The SPOC Supervisor will provide day to day supervision to an assigned group of SPOC agents in regards to policies, performance expectations and meeting planned objectives. The Supervisor will hold an impactful role with their direct reports as they will be responsible for providing training, counseling and feedback on job-related matters. As a leader in the department the Supervisor will provide direction in solving problems and resolving escalated issue with borrowers. By working collaboratively with internal partners including others in Default Servicing and Foreclosure, the SPOC Supervisor will coordinate workflows within and between units of responsibility.
We are looking for a candidate who possesses a Bachelor’s degree or equivalent coupled with 5+ years of progressive experience in a call center environment. Proven success is a supervisory capacity that includes leading and developing direct reports is required. Proficiency in Microsoft Office (MS Excel, MS Outlook, MS PowerPoint and MS Word) is also required. Strong verbal and written communication skills coupled with problem solving skills will result in setting the right candidate up for success in this position.
The Impact
If you are interested in a leadership position within a call center environment for a reverse mortgage company that is interested in elevating the borrowers customer service experience then this is a perfect opportunity to join our Company!