Correspondence Data Strategy Manager

Profile

Position Summary

The Correspondence Data Strategy Manager is responsible for analyzing customer contact data; identifying and quantifying process improvement opportunities; presenting, proposing, and calibrating initiatives with all applicable lines of business; partnering with leaders throughout the organization to realize proposed improvements; measuring the resulting efficacy of implemented initiatives; and reporting the active pipeline and finalized results. The Correspondence Data Strategy Manager reports to the VP-Correspondence.

Primary Responsibilities

Collect and interpret customer complaint and contact data from multiple data sources

Identify and communicate any patterns and trends in data sets

Synthesize research findings into insightful suggestions and initiative proposals

Quantify the cost and savings of proposed initiatives

Meet with lines of business on research findings, proposed initiatives; outline project plan

Monitor the progress of action items presented to the lines of business

Measure the results of completed initiatives; complete post-mortem improvements as needed

Develop and report on active and completed initiatives

Collaborate cross-functionally to develop standardized reporting and change management processes

Project manage the development of surveys, analysis, and continuous improvements

Define new data collection and analysis processes as needed

Qualifications

Required:

Bachelor’s Degree Required

Minimum 4 Years Mortgage Servicing experience

Knowledge of basic computer software programs to include Windows, Microsoft Word and Excel, Internet and Microsoft Outlook

Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary internal and external customer service

Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

Excellent written and oral communication skills, including ability to effectively coach, motivate, and lead

Proven experience in Microsoft Word and Excel

Ability to translate complex technical issues into clear, concise problem statements

A “Customer-first” mentality to help drive the best customer experience

Experience creating and sharing dashboards / data visualizations

Ability to work collaboratively and cross-functionally in a fast-paced environment

Highly organized and comfortable managing multiple work streams at once

Excellent verbal and written communicator

Great attention to detail and self motivation

Desired:

Experience in data models and reporting packages

Ability to analyze large datasets

Ability to write comprehensive reports

Strong verbal and written communication skills

An analytical mind and inclination for problem-solving

Attention to detail

RoundPoint’s Employee Value Proposition:

Grow. Make a difference. Have fun along the way.

Our mission is to serve our homeowners and all of their homeownership needs. We do this by embracing challenges, executing with excellence, and fostering a positive work culture that encourages personal and professional growth. We are on the fast track to becoming the premier marketplace for all things home, and the National Mortgage News and Best Companies Group just named us one of 2019's Best Mortgage Companies to Work For! Without a doubt, RoundPointers are what make this company a great place to work! That’s why we hire individuals who share our core values: Energy, Ethics, Execution, Everyone, and Earn it!

As a RoundPointer, we will empower you to innovate, provide meaningful solutions, set goals and crush them, play hard, and give back to the community! Our secret sauce is our mantra, All In. All Win. Together, we can achieve great things!

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

The employee is regularly required to talk or hear.

The employee is required to sit for extended periods of time and is occasionally required to stand and walk.

The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

Company info

RoundPoint Mortgage Servicing Corporation
Website : https://www.rpmservicing.com