Job Summary
The Credit Bureau Reporting Supervisor is responsible for managing the operations of the Credit Bureau Reporting Team including full oversight of credit reporting/credit corrections, escalated credit issues, identifying and executing process improvement plans, reducing enterprise risk, ensuring compliance with corporate-wide governance initiatives, supporting enterprise complaint management process, and resource development.
Job Responsibilities:
Management of Credit Bureau Reporting Team
* Manage the hiring, scheduling, training, performance, coaching, quality, and direction of the teams (8+)
* Meet with team members on a regular basis to provide updates, assign new projects, and develop future plans.
* Review and edit materials developed by team members.
* Work with internal and external customers to resolve their issues quickly, ensuring a high degree of responsiveness, accuracy, and accountability.
* Continuous review of team deliverables and methodology to ensure high quality output.
* Research issues and/or provide updates to Senior Management on escalated issues.
* Maintain working knowledge of all servicing areas (cash processing, escrow, taxes, insurance, special loans).
* Track and trend employee performance
Vendor Management Oversight (Tier 1, 2, 3 & 4)
* Submit tasks for new and revisions to existing products and oversee the tasks to completion to ensure specifications are met.
* Review and approve the reconciliation and allocation of monthly invoices.
* Complete quality assessments to ensure product accuracy and service compliance.
* Complete monthly and annual vendor score cards.
* Monitor system security for vendor inclusive of equipment and software needs.
Process Improvement and Management
* Create and document process for Credit Bureau Team.
* Help direct and monitor customer communication initiatives in all impact servicing operations, ensuring appropriate procedures are created, trained, and properly executed in accordance with regulatory direction
* Identify correspondence trends, provide recommendations, and work with business partners to mitigate top issues and improve the customer experience.
* Maintain up-to-date knowledge of regulatory changes impacting complaint management; communicate updates to staff and applicable business partners.
* Develop, execute, and maintain Key Performance Indicator reports and ensure that proper metrics are reported, analyzed, and adhered to.
* Oversee development and maintain procedures and user guides for newly hired communication team members ensuring timely adjustments are made and updates are published and communicated.
* Oversee the research and response process and maintain the resources to ensure escalated complaint cases are accurate, consistent, and compliant with regulatory requirements.
* Partner with Compliance and Legal teams to ensure procedures and responses are appropriate.
Communication and Development
* Build cross-functional relationships with other departments and management with the goal of reducing consumer complaints and improving the customer experience.
* Maintain communication with functional managers to ensure issues are resolved.
* Create formal presentations of top issues, trends, and risk assessments for management, executives, senior leadership, and/or business partners.
* Review and audit all department materials for consistency and accuracy.
* Attend classes for personal development.
* Perform other duties as assigned.
Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
Job Requirements:
* HS Diploma, GED or Foreign Equivalent
* Bachelor's Degree Preferred (Business, Management, Organizational Development)
* Minimum of 8+ years of professional experience with increasing leadership responsibilities with an emphasis on mortgage servicing including Credit Bureau Reporting
* Minimum 7 years' experience with emphasis on GSE compliance, FCRA Rules, CDIA Guidelines, Metro 2 data file submission
* Experience managing, leading and coordinating projects, activities, and resources preferred.
* Strong working knowledge of industry regulations strongly preferred
* MSP (Mortgage Servicing Platform) experience is strongly preferred.
* Expert level working Microsoft Office software applications (specifically Word, PowerPoint, Access, and Excel).
* Excellent decision making ability
* Ability to solve complex problems and provide solutions to difficult issues
* Proven success collaborating with others outside of the business unit
