Job details

Customer Relations Manager

At Mr. Cooper Group, You Make the Dream Possible.

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible!

Essential Job Functions

Responsible for the training, development, and performance reviews of staff
Strong analytical and organizational skills with strong critical thinking and problem solving
Manage and monitor case assignments and team's pipeline to ensure appropriate planning, compliance and complaint tracking for performance and trends
Ensure team remains compliant to service level agreements with internal business partners in addition to regulatory practices/requirements.
Handle all complex and/or sensitive Executive complaints as needed
Assist Risk and Compliance in review/escalation and resolution of accounts with Fair Lending and/or Unfair, Deceptive, or Abusive Acts or Practices violations

Functional Job Competencies:

Integrity and Trust
Time Management
Strong Written and Verbal communication skills
Functional/Technical Skills

Education/Experience Requirements:

What level of education or specialized training is required to perform the job?

Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred.
Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.

List any special certifications, licenses, and/or knowledge requirements for this job:

Excellent written and verbal communications skills
Ability to deal with complaints and conflict resolutions in a professional and decisive manner

How many years of directly related job experience are required to be qualified to enter the job?

5 years of related Mortgage experience
2+ years of recent, residential, mortgage servicing experience as a team manager/supervisor.

Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V

Job Requisition ID:

020675

Job Category:

Customer Relations

Primary Location City:

Remote

Primary Location Region:

Texas

Primary Location Postal Code:

75019

Primary Location Country:

United States of America