Sr. Coordinator, Servicing Customer Communications

Summary:

The Sr. Coordinator plays a key role in the development, implementation, and maintenance of machine derived letters and notices, ensuring all programmed content aligns with regulatory requirements.  Additionally, they work hand in hand with internal business partners and vendors to further develop and enhance existing processes that reduce risk to ensure efficient and accurate letter distribution on a large scale.

Essential Job Duties and Responsibilities:

• Identify and program selection criteria and loan scenarios for machine derived letters and statements based on event triggers and business requirements to ensure effective and timely communication with Freedom customers.

• Create detailed test plans and perform User Acceptance Testing for all statement and letter changes, as well as monitor enhancements post implementation to ensure successful installation.

• Determine best practices for programming machine derived letters based on various project requests and scenarios.

• Engage with other cross-functional teams and Legal Compliance to define machine derived letter logic, timing, and guidelines for all customer facing communications.

• Work with project and change managers on a variety of projects related to regulatory requirements and business needs.

• Coordinate with print vendors to deliver requirements and prioritize each programming request based on information from internal business partners, Legal Compliance, and Change Management.

• Manage the print vendor relationship to ensure communications are sent timely and accurately. 

• Play a pivotal role in large scale annual projects, i.e. Year End, Annual Privacy Notice distribution, and Code Cross testing

• Comply with all company policies and procedures.

• Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position is an individual contributor.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Requires logical reasoning and data analyzation capabilities

• Exceptional problem-solving skills with a strong attention to detail

• Ability to think critically and challenge assumptions and conclusions

• Able to clearly communicate complex information to non-technical stakeholders

• MS Office, specifically Excel, proficiency at an intermediate level

• Excellent team player and team builder

• Ability to manage multiple tasks at once and work under tight deadlines while responding to changing business and technical conditions

Education and/or Experience:

• Bachelor's degree (B.A.) from a four-year College or University or equivalent combination of education and experience, preferred.

• Four (4) to Six (6) years of related experience within the mortgage servicing industry.

Certificates, Licenses, Registrations:

None Required

Work Complexity:

Problems and issues faced are difficult and complex, and may require understanding of broader set of issues. Problems typically involve consideration of multiple issues and understanding of the financial/mortgage industry. Problems are typically solved through drawing from prior experience and analysis of issues.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 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 frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.