Director, Office of Ombudsman in West Palm Beach, FL at PHH Mortgage Corporation

Date Posted: 5/13/2020

Job Snapshot

Job Description




The Director,Ombudsman role is a senior position within the Risk and Compliance function.  The Ombudsman team is the highest-levelcustomer service function, handling regulatory, congressional, executive andescalated customer complaints, as well as serving as an objective reviewer ofall loan modification denial disputes.  TheDirector is responsible for managing the Ombudsman department work-flowsensuring all applicable regulatory and customer complaints are responded to inthe most professional and expedient manner along with coaching and developingall members of the team to better serve our customers.  The ability to manage work-flow process todeliver outstanding complaint management quality results, working withCompliance Management, interface with external stakeholders/regulators toarticulate company and borrower positions, policies and procedures, while providinga superior customer experience are critical for success in this role. 


Job Functionsand Responsibilities:


To perform this job successfully, an individualmust be able to perform each essential duty satisfactorily. Examples below:

  • Oversee and maintain adherence to complaint managementpolicies and procedures
  • Identify and resolve complex regulatory and/or customerissues.
  • Collaborate with stakeholders, executiveleadership and regulators on escalated complaints and resolutions;
  • Create initiatives to support department goals and objectives
  • Develop priorities, metrics andstandards for goals and achieving program success. 
  • Work in conjunction with other departments andthird parties to execute responses and create process efficiencies
  • Providefeedback loop to line managers for complaint trends, determining root-cause andescalation to ensure appropriate process remediation is achieved. 
  • Represent Ombudsman during operational reviews, audits and exams conducted by internal, client and regulating bodies.
  • Create crisp, concise and powerful discussion documents/presentations to communicate performance results in relation to internal policies and Federal and State regulations and action plans.  Present materials/presentations verbally to executive level leadership, clients and regulating bodies.
  • Deliver leadership and direction to team in assigned area in executing procedures and strategy for breakthrough levels of improvement in customer satisfaction, process capability and quality.
  • Partner with leadership from Servicing and Originations to deliver process improvements to continuously improve complaint, inquiry and other response processes capturing key customer input.
  • Provide innovative ideas to continually build metric management, change facilitation, problem solving and results oriented skill sets into operating business resources.
  • Develop succession plans for all levels of the team and ensure training and development programs are in place to execute on them.
  • Develop a high performing diverse global team. Ensure appropriate staff levels are maintained. Provide coaching and feedback regarding individual and team performance. Actively manage performance and hold people accountable for results and behaviors.
  • Ensure employee training aligns with investor, regulator and client requirements.
  • Provide frequent, honest coaching and feedback.  Structure assignments for developmental growth.
  • Leverage unique skills of team members; promote diversity and actively work to ensure team is engaged.
  • Develop and manage metrics and dashboards to communicate actionable performance results.
  • Ensure high quality and timeliness of written borrower communications.


To perform this job successfully, an individual musthave the following education and/or experience:

  • Bachelor’sDegree preferred
  • Minimumof 5 year’s experience within a regulated financial institution, in roles withincreasing levels of responsibility and managerial experience. 
  • Minimumof 5 year’s experience directly managing employees.
  • Directexperience working in mortgage servicing and/or origination required.  Knowledge of the industry’s regulatory andlegal requirements/framework required
  • Strongcommunication and presentation skills. Demonstrated experience delivering presentations to internal andexternal parties.  Capable of creatingcrisp, concise and powerful discussion documents/presentations to communicateconcepts, strategies, findings and action plans to internal and externalparties.
  • Demonstratedability in understanding and transforming operational business processes andapplying technical/system knowledge to support continuous improvement.
  • Proficientwith Microsoft Office Software including MS Outlook, Excel, PowerPoint, &Word. 
  • Demonstratedability to motivate, coach and hold team members accountable for highperformance metrics. .
  • Provenattention to detail, with excellent analytical, critical thinking, work-flowprocess management, problem solving, and personal organization skills.
  • Workindependently, unsupervised with tight deadlines
  • Excellentproject management, facilitation and time management skills.
  • Strongteam player, inclusive & open minded approach.
  • Abilityto communicate effectively to direct and motivate team and others, maintaininga persuasive and credible presentation style at all levels of the organization.
  • Successful execution of cross-functionalstrategic initiatives and significant change projects in a variety of businesssettings and situations.
  • Ableto facilitate and drive change in a fast paced and “ever changing” environmentleveraging his/her strong interpersonal and influencing skills.
  • Objective,credible challenge -Able to make difficult but fair decisions, have toughconversations and deal with difficult situations with confidence and respectfor all involved.
  • Abilityto travel as necessary

Primary Location
US-FL-West Palm Beach

Customer Service


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