Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.
At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.
Our Default Servicing team engages, understands and advises consumer real estate customers of available solutions to resolve mortgage delinquencies.
The Single Point of Contact (SPOC) team is seeking a Loan Administration Manager 5 to lead multiple production teams. This position requires an advanced communication skill set that will drive superior service to Wells Fargo's customer base. What is Single Point Of Contact? A Home Preservation Specialist (HPS) who is able to offer a complete set of home preservation products, and who is the primary contact for customers through the entire default process.
Single Point of Contact will deliver:
World Class Service
Hassle-Free focus on one-touch service providing solutions
Reinforcement that the Loan Serving Specialist is the customer's primary go-to Point of Contact
No Surprises, Consistent, reliable and predictable service
Efficient and Effective Service
Anticipation of the customer's needs, proactive issue resolution
Key responsibilities will include:
Overseeing a team of Loan Administration Managers and Home Preservations Specialist teams
Analyzing service standards, market trends, and emerging issues to develop new business strategies
Ensuring overall compliance with government regulations and company policies
Financial and budget responsibilities including controlling expenses
Responsible for a call center environment that includes the understanding of call scheduling and call distribution
Providing high quality customer service to the customer
Meeting compliance and quality standards
Portfolio management performance
Providing expertise regarding strategy, operations/financial management and building organizational effectiveness/performance
Creating/implementing strategy to accomplish business objectives and to limit risk
Providing recommendations into long-term department and/or business line strategic plans
Formulating policies, procedures and methods which directly impact the business line and/or indirectly affect the entire company
Responsible for the management of 100+ Team Members
Ensuring overall compliance with government regulations and company policies
As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
12+ years of experience in one or a combination of the following: customer service, loan administration, collections, or sales environment
5+ years of management experience
Intermediate Microsoft Office skills
Strong analytical skills including the ability to analyze financial metrics
Excellent verbal, written, and interpersonal communication skills
Ability to interact with all levels of an organization
Other Desired Qualifications
5+ years of management in the financial services industry
5+ years mortgage industry experience
Prior experience managing a multi-site operation
Skilled at providing strategic leadership and vision
Prior experience working in a high pressure environment with considerable scrutiny by internal and external stakeholders
Demonstrated ability to deliver high-quality impactful results
Relationship management with internal and external business leaders
Prior experience reengineering processes and procedures to enhance and improve customer experience
Prior achievement in a production environment to include productivity, quality and financial targets
Ability to create a work place culture that attracts and retains high performing team members
Manages departmental functions by establishing operational controls and standards, monitoring ongoing operations and adjusting priorities to meet changing conditions, establishing and maintaining proper record keeping and reporting systems, and developing and administering department budget
Build a culture of high quality deliverables, and a service organization that is known for its responsiveness
Ability to identify key drivers of losses that will increase business profitability
Prior experience working to uphold superior compliance/quality that is in line with government regulations and company policies
Demonstrated understanding of the credit life cycle to include underwriting approval processes through to collection and work out situations
Experience managing a group larger than 100+ team members
Demonstrated excellence at developing sound operational processes, and when needed, evaluating and enhancing existing processes
Ability to understand investor requirements/guidelines
This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
Internal Number: 5546148
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo