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SPOC Assistant Manager

Req. Number: 385149
Responsibilities

Single Point of Contact Assistant Manager manages a group of customer relationship managers, including setting employee schedules, managing completion of work assignments and meeting business requirements in a timely and cost effective manner and achieving business goals.  This position will manage a group of 10+ relationship managers that work with customers and act as a liaison with the processing groups.  The SPOC Assistant Manager is responsible for recruiting, hiring decisions, performance reviews, and reward and recognition of staff.  This individual will develop relationships with managers of key support areas to ensure quality service is being delivered to our customers. Will serve as a key stakeholder to ensure compliance with investor servicing guidelines/standards.
Coaches and trains their team to provide understanding of appropriate options for borrowers, such as Collections, Repayment plans, Special Forbearance, Modifications, Short Sales, and/or Foreclosure. Creates and coaches to a customer focused environment that motivates and empowers employees to deliver high quality customer service to increase customer satisfaction and enhance customer relationship.  Rewards and celebrates success.  Assists with identifying training needs and delivers appropriate training to staff. Responsible for recruiting, hiring decisions, performance reviews, and reward and recognition of staff.  Identify hiring needs.     Develops schedules, cost and resource estimates and manages to these requirements.  Fulfills operational requirements through supervision of assigned work group.  Implement and deliver business plans and targets.  Plan, allocate, and organize team resources to meet business plan. To initiate and support process improvement activity and help to embed a culture of continuous improvement.  To facilitate change through projects. Identify and manage the risk, minimizing the outcome and escalating where appropriate. Develop and maintain effective working relationships. Partner with other departments with common goals. Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives. Fostering an environment of cooperation and change. C reate, plan and implement activities that will support the development of team members. Reviewed follow-up with each individuals performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors.  Conducts performance reviews and acts upon development needs where appropriate.   Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).  

Qualifications

Bachelor Degree, Required Superior coaching abilities – takes responsibilities for coaching people to drive performance improvement Customer service orientation.  Excellent time management skills Goal driven Problem solver   Proficient product and service knowledge Knowledge of MSP, ALS, and Filenet preferred Solid knowledge of MS Office products Strong written and verbal skills Strong organization skills Strong project management skills Strong PC Skills Experienced in successfully delivering services through leading people Able to develop wider business knowledge of all other functions within the division. Knowledge of corporate policy, laws and regulatory requirements of area of responsibility. Excellent problem solving skills Financial services/operations environment, 5+ Years Progressive Management, 5+ Years Mortgage Default, 2+ Years  

Hours and Work Schedule

Hours per Week:   40

Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
385149 apply

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Citizens Financial Group, Inc., please click the below link.

Under Main Menu, open the Self Service folder. Once there,
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If you are currently employed by Citizens Financial Group, Inc.,
please click the below link.

Under Main Menu, open the Self Service folder. Once there, open the Recruiting Activities folder and select Careers.

You must be connected to the network.

CLICK HERE

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Location Information

Glen Allen, VA
USA

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It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.