VP Customer Relations

Make a strategic move and join the 3rd fastest growing Mortgage Lender in the country! Mortgage Lenders Network is a privately held, full service mortgage banking company. We provide an impressive list of industry leading mortgage products both directly to the consumer and through the mortgage brokerage community.

Our culture encourages employees to seek out the best way to get things accomplished and allows the freedom to make decisions that directly impact the performance of the company. Employee contributions are acknowledged and rewarded. As Mortgage Lenders Network continues to grow, we seek solid candidates with an entrepreneurial spirit and an interest in growing and expanding their careers with us!

We provide the tools and training you'll need to succeed, including our own MLN University, and comprehensive, competitive benefits programs for employees and their families. We are committed to equal employment opportunity and encourage an environment that promotes the understanding of and an appreciation for the value of diversity within the organization and our customer and vendor base.

Basic Purpose/Function: Manages/directs loan servicing function. Development, implementation and management of operational policies and procedures within the Customer Service Contact and Relations Center. Responsible for ensuring compliance with all applicable state, federal, legal and regulatory requirements as they impact this position. Develop a culture of strong Customer Service throughout Loan Administration.


Job Functions & Responsibilities:

1. Development/documentation of operational policies/procedures; negotiating, contracting and setting up vendor services; hiring/ training staff; implementation of Department controls.
2.Oversee specific areas of Servicing, including Call Center and Service Administration that include areas such as escrow, quotes and correspondence, timely and quality servicing while ensuring proper controls and regulatory compliance.
3.Manage/direct performance/productivity standards of Department while building measurements for statistical analysis; manage to set performance standards. Manage hiring/performance appraisals, salary administration, training, disciplinary action and termination for Department.
4.Provide/analyze data to produce and track budget plans, controlling and monitoring expenses within the functions, while maximizing fee income opportunities.
5.Identify/develop/implement operational and procedural changes to meet new product requirements and business changes.
REQUIREMENTS
Education, Training and Skills:

Education:Bachelor's Degree or equivalent work experience
Experience/Training:7-8 years Mortgage Banking and or Loan Service experience, including 5-6 years in management of a Customer Service Call Center
Skills: Excellent written/verbal communication skills with strong interpersonal skills; strong organizational and time management skills; effective problem solving ability; excellent analytical skills; proven leadership skill; good technical skills