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U.S. Bank Customer Advocacy Manager - Special Handling - Owensboro, KY in OWENSBORO, Kentucky

The Customer Advocacy Manager – Special Handling will lead a team of 12 non-exempt Resolution Agents in our Special Handling group. Additional responsibilities include the following:

  • Managesthe administration and coordination of all mortgage loan servicing and/oroperational functions within Special Handling.

  • SpecialHandling currently manages Requests for Information (RFI), Notice of Errors(NOE), Qualified Written Response (QWR) and Cease and Desist (C&D). Majorinteraction with Loan Mod team

  • Establishesand administers policies and procedures to ensure compliance with variousregulatory, investor, government and corporate requirements, and ensuresalignment with business line P&Ps.

  • Hires,trains, motivates, and directs the activities of loan servicing or operationalpersonnel to ensure procedures are properly and efficiently carried out.

  • Plans,develops, implements and controls assigned organization and budget functions.

  • Ensuresthe team achieves its assigned goals and KPIs.


Basic Qualifications

  • Bachelor's degree, or equivalentwork experience

  • Five to eight years of experience inmortgage servicing or operations activities

  • Three or more years of supervisory/managementexperience

Preferred Skills/Experience

  • Thorough understanding of allaspects of mortgage lending, servicing or operational policies and practices

  • Strong analytical anddecision-making skills

  • Good organizational and projectmanagement skills

  • Excellent interpersonal, verbal andwritten communication skills

  • Well-developed knowledge of humanresources functions

  • Ability to manage multipletasks/projects and deadlines simultaneously

  • Understandingof all aspects of mortgage servicing

  • Stronganalytical and decision-making skills

  • Goodorganizational and project management skills

  • CustomerObsessed

Job: Operations

Primary Location: Kentucky-KY-Owensboro

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 190011153

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.