Supervisor, Account

Countrywide Financial Corporation, together with its subsidiaries, is a nationwide financial services company. As a national leader in residential finance, we're recognized as an innovator of new financial products and services.

Supervisor, Account

Essential Job Function:
Provides day-to-day communication with assigned branches, borrowers, teams and team members. Maintain assigned Teams turn around time on all products and proper workflow to ensure Company Goals are met. Assist and monitor training of new employees, resolve branch issues and personnel issues.

Responsibilities:
- Communicate with all divisions within company, external clients and assigned team members, providing issue research and resolution.
- Monthly proactive customer service calls, gathering feedback and reporting findings to Divisional Managers. Follow up on survey issues and documenting in various databases for tracking and trend analysis.
- Daily instruction and workflow distribution of all assigned teams and team members. Including monthly phone audits to ensure daily status calls are being made by assigned teams and team members.
- Work closely with Quality Control Department and Divisional Managers to monitor monthly Quality Control Assurance ratings and Telephone Audits of all assigned teams, providing additional training, coaching or counseling as necessary.
- Work closely with RMCR Manager, Divisional Managers and Quality Control to ensure compliance with federal laws, operational policies and procedures.
- Providing daily, weekly and/or monthly reports as designated by the Divisional Managers.
- Monitor shift hours including lunch and break schedules to ensure proper daily operational coverage.

Preferred Skills/Experience:
- Strong customer service skills and experience in a service organization environment.
- Possess strong PC skills.
- Bachelors Degree or equivalent experience required.
- 6+ years Credit Reporting and Customer Service experience. Mortgage Banking experience a plus.
- Minimum 3 years Management experience.




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