Call Center Manager

Washington D.C.
Jul 25, 2022
Aug 29, 2022
Customer Service
Full Time

Our Firm,  Renaissance Equity Partners (REP) is a growing economic development advisory and fund management firm with a focus on emerging domestic communities. We offer a comprehensive suite of advisory and portfolio management services to help ensure the success of important economic development projects and initiatives.

The Opportunity:  REP seeks a talented (bi-lingual Spanish/English required) professional to manage our Mortgage Loan Servicing Call Center. Our Mortgage Loan Servicing Call Center develops and maintains relationships with and disseminates critical information to mortgagors, including affordable housing developers and working families availing affordable home ownership initiatives. Our Mortgage Loan Call Servicing Center is an integral component of our services to public sector community development agencies. We presently assist a major municipal community development agency administer a $1 billion + real estate loan portfolio funded in significant part with HUD funds. We anticipate additional engagements with other public sector agencies. The Mortgage Loan Servicing Call Center Manager position is a managerial position with significant opportunity for growth and advancement. The successful candidate will have opportunity to manage other engagements as he/she demonstrates leadership, program management skills and integrity and REP continues to grow. 

Location:  7600 Georgia Avenue NW. Washington DC. Position is presently ineligible for remote working.

 Supervisory Direction:  The Mortgage Loan Servicing Call Center Manager reports to the COO

 Responsibilities:  The Mortgage Loan Servicing Call Center Manager manages the day-to-day operation of the Mortgage Loan Servicing Call Center. The Mortgage Loan Servicing Call Center Manager is a “Player Coach”. He/She supervises the activities a staff of Call Center Specialists while performing many of the activities him/herself. Responsibilities include but are not limited to:

Operational: Together with a staff of Call Center Specialists, the Mortgage Loan Servicing Call Center Manager is responsible for a myriad of operational responsibilities, including but not limited to: • Maintaining relationships with and disseminating critical information to mortgagors. • Contacting and counseling mortgagors to cure delinquencies utilizing a myriad of payment options and loss mitigation tools. • Utilizing computer systems to handle skip tracing. • Tracking and updating action items in database(s). • Performing other related duties as assigned.

Managerial: In additional to the Operational responsibilities, the Mortgage Loan Servicing Call Center Manager will also be responsible for a variety of important managerial responsibilities. • Preparing periodic internal reports to REP’s clients and Executive Team. • Recruiting, supervising, and directing the Mortgage Loan Call Servicing Call Center staff, including hiring, coaching, and counseling, approving leave and schedules, conducting performance evaluations.

Qualifications:  • Required Skills • Ability to become proficient with state and federal laws affecting the collection of delinquent mortgage and equity loans, real estate, bankruptcy, and foreclosure. • Familiarity with accounting, credit, and/or lending principles and techniques. • Demonstrably strong research, analytical, and problem-solving skills. • Demonstrably strong verbal and written communication skills. • Basic database and presentation software skills. • Ability to manage and to lead teams

Education:   Successful completion of a minimum of two years of undergraduate classwork, BA/BS degree preferred.

Other:  Demonstrable capacity and unequivocally strong commitment to creating a collaborative team culture that promotes superior performance and positive morale. • Interest in pursuing a career in economic development finance. • Capacity to expeditiously develop and maintain professional proficiency in the Fair Debt Collections Act. (REP will provide training opportunities without any expense to employees) • Proficiency in Spanish a definite plus. •

Salary:  Negotiable

Interested candidates are invited to send a resume and cover letter to:

:Brian C. Jenkins, COO