Unit Manager - Loss Drafts

Plans, organizes, leads, controls and coordinates the day-to-day activities of associates involved in providing services in the area of hazard outsourcing. Responsible for lender placed insurance activity, return checks, refund checks, correspondence, report reconciliation, check recon. Due to the high customer contact, individuals in these positions must display excellent interpersonal skills in order to be effective.

ESSENTIAL FUNCTIONS:
1. Participates in the development of short/long-term goals.
2. Participates in the administration and monitoring of designated parts of an operational budget
3. Communicates approved policies and procedures to work group and ensures compliance. Recommends change to policies and procedures as necessary. Effectively communicates with the Operations Managers.
4. Hires, develops, evaluates, and (when necessary) disciplines and terminates personnel or makes authoritatively recommendations in such matters. Participates in developing training programs for work group. Establishes standards for effective job performance and evaluates associates according to such standards.
5. Demonstrates the ability to coordinate the workflow of a multi-client/multi function environment. Must maintain the accuracy of client performance reports.
6. Coordinates the application of client directed business rules with assistance from Team Lead. Resolves complex interpretations with other members of management and/or the client.
7. Researches and responds to executive level customer complaints. Obtains assistance from the client in obtaining information and documentation to resolve exceptions and problems. Refers customer's non-insurance problems to the appropriate client department.
8. Works with other members of management and/or other key associates to develop and implement process improvements
9. Assists the client's escrow administration in resolving escrow analysis exceptions, clearing corporate advances, and stale dated checks and flood compliance issues if client procedures require.
10. Maintains records related to work group performance, attendance, expenditures, etc.
11. Participates in special projects designed to complete specific tasks, or to gather specific information needed for determing special needs of the Center.
12. Participates on some committees and in some programs
13. Responsible for participating in regularly scheduled conference calls with clients
14. Receives and investigates all complaints concerning the work group and its personnel; determines veracity of such and (as necessary) takes corrective or disciplinary action and /or prepares reply.
15. Highest risk in the position is the inappropriate handling of a homeowner or problem. Associates and Unit Mangers directly interact with a large number of the client's customers on a daily basis. Inappropriate servicing could lead to lost customers and a resulting loss of income for the client.

Disclaimer:
This description provides the minimum qualification of this position, but does not necessarily include every responsibility, requirement, skill, or working condition associated with the job. While this description is intended to accurately reflect the current job, management will review the job, as needed, and may require that different tasks be performed, depending on the circumstances in the workplace.




EDUCATION: Associate's Degree and/or equivalent work experience required

EXPERIENCE: Two to three years of supervisory experience required. Experience in mortgage servicing, customer service or hazard insurance processing desireable

KNOWLEDGE:

Excellent verbal and written communications skills and analytical skills.
An understanding of human resource policies and procedures.
Working knowledge of legacy servicing systems such as Alltel or Mortgage Servicing.
Knowledgeable in mortgage servicing and regulatory and compliance procedures. *Property insurance products including ASG lender placed products are critical.
MENTAL DEMANDS:
1. Ability to maintain concentration in the face of frequent interruptions
2. Ability to work under deadlines to meet client compliance goals/standards
3. Ability to think, creatively
4. Ability to solve problems
5. Ability to work on multiple projects simultaneously
6. Ability to, make quick decisions based on incomplete information
7. Ability to effectively manage a large multicultural, diverse group
8. Ability to analyze workflow and implement process improvements
9. Ability to motivate associates in a demanding environment
10. Ability to pay close attention to detail
11. Ability to effectively solve customer problems
12. Ability to deal with Clients/Customers circumstances using good judgment and empathy
13. Ability to listen effectively.

DISCLAIMER:
This description does not necessarily include every responsibility, requirement, skill, or working condition associated with the job. While this description is intended to accurately reflect the current job, management will review the job, as needed, and may require that different tasks be performed, depending on circumstances in the workplace.