VP of Customer Care in Dallas, TX

VP Customer Care Description: Responsible for implementing the vision, strategy and plans required to achieve a high level of customer satisfaction and retention, organizational efficiency and operational excellence.Customer Care is responsible for homeowner interface, and may include customer service, early/late stage collections, skip tracing and loan resolution functions.Provide strategic vision and daily operational leadership to all direct managers and staff.Design, implement and manage strategy, in conjunction with senior management.Establish and report analysis of appropriate metrics, data and Key Performance Indicators Establish creative communication strategies/processes to build trust with the homeowner providing win-win loan resolution outcomes. Standard communication includes inbound/outbound calling strategies as well as written and electronic correspondence.Establish standard processes in quality monitoring/coaching and create a rigorous feedback loop to continuously incorporate new best practices.Establish a culture of team collaboration, accountability, operational excellence and unwavering commitment to customer service and satisfaction.Develop and use effective strategies and interpersonal skills to influence and guide others toward accomplishment of specific goals by creating and fostering a continuous learning environment for team members; may handle escalated customer issues.Establish channel for processing and addressing applicable qualified written requests and inquiries from state and legal entities.Partner with other organizational support functions to develop recruiting, performance management, training and development to ensure attraction and retention of the qualified staff.Establish and monitor acceptable workloads, workout strategy negotiations and completed deals per employee with a focus on loss severityDevelop and manage Customer Care annual budgetOversee all Customer Care operations, technology and 3rd party interfacesMay interact with the trade desk and investors regarding asset performance. Required Skills: Bachelor s degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. 7-10 years managing a default and/or loss mitigation workout environment computer skills: Outlook,Word, Excel, PowerPoint Knowledge of Windows environment for PC applications Knowledge of state and federal laws relating to the mortgage banking. Customer service focus Written and oral communication Negotiation Multi-tasking Team building and organizational alignment Please Note: Client will consider out of town candidates Client requires Permanent Resident, Green Card or U.S. Citizenship for this position Your resume will never be submitted to a client company without your prior knowledge and consent to do so. All candidates must be willing to submit to a post-offer/pre-employment drug screen and educational, employment and criminal background check. To Apply to this job go to http://www.GadBall.com or click here