Supervisor, Correspondent Operations in Mount Laurel Township, NJ at PHH Mortgage Corporation

Date Posted: 1/28/2020

Job Snapshot

Job Description


Position Summary:

A Correspondent Lending Supervisor is primarily responsible for ensuring an outstanding level of customer service is provided to our Correspondents while supervising a team of Correspondent Specialists. The Supervisor will provide technical and operational support and communication regarding Conventional, FHA and VA loans. The position will also require oversight and support of any vendor conducting fulfillment services. Additional responsibilities include correspondent relationship building, vendor governance, and accurate funding as per policies and procedures, laws and regulations.

Job Functions and Responsibilities:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

•         Deliver exceptional, high level customer service for approved Correspondents and prospects.

•         Responsible for identifying, servicing, and coordinating the delivery of Correspondent loans and quality data to the Servicing system.

•         Responsible fielding complex loan questions.

•         Assist with vendor management for performance and communication of third party.

•         Provide internal support for any issues/escalations by the Correspondent and/or Vendor. Effectively escalate credit risk and underwriting related questions as needed.

•         Supervise the support staff by defining and establishing goals and objectives, establishing schedules, setting priorities, providing support, coaching and direction.

•         Develop process improvements.

•         Ensure productivity, quality and cycle time performance is met.

•         Ensure investor guidelines, PHH guidelines, laws and regulations are being followed and communicated accurately with correspondents.

•         Work in collaboration with Sales, Underwriting, Capital Markets, Compliance, Legal, Risk, and Training

•         Act as an Investor Relations liaison with regards to loan products, process and underwriting guidelines.

•         Provide applicable training to support staff on operational procedures, troubleshooting techniques and systems.

•         Analyze metrics and conduct phone observation to benchmark workload and performance 

•         Maintaining and developing policies and procedures as needed.

•         Ensure Compliance and stay current with laws and regulations and GSE requirements.

•         Provide well-organized information and reporting to leadership


Key Result Areas:


  • Strong interpersonal skills
  • Strong relationship management skills
  • Ability to analyze escalated loan requests and decision based on risk
  • Underwriting knowledge
  • Self-motivated
  • Ability to multi task and meet deadlines.
  • Excellent written and verbal communication skills, strong analytical skills and ability to negotiate and problem solve, excellent organizational and interpersonal skills, and time management skills. 
  • Solid understanding of the mortgage industry (preferred).

  • Creative problem-solving skills and ability to diagnose issues and develop solutions.




To perform this job successfully, an individual must have the following education and experience:

  • Bachelor’s degree, preferably with a concentration in business, accounting, finance, or banking/equivalent education and applicable years of experience in the Correspondent Lending channel.
  • 4 years related work experience
  • A minimum of 3 years Supervisory/Management experience
  • Strong Underwriting background preferred.
  • Possess and demonstrate a broad, fundamental understanding of Correspondent Lending including Underwriting and Operations.

Training / Licensing Requirements:

  • Must pass the Company’s Background Screening process prior to beginning employment.  Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.


Work Schedule:

  • General work schedule


Company Summary:


Headquartered in Mount Laurel, New Jersey, PHH has been providing mortgage lending and servicing solutions since 1984 and is dedicated to responsible and ethical practices while delivering an exceptional customer experience. We strictly focus on subservicing and portfolio retention allowing our diverse professional clients – representing some of the largest and most recognizable financial and wealth management institutions, investors of MSRs, regional and community banks, and credit unions – to concentrate on their core businesses, while providing borrowers with exceptional customer service throughout the life of their loans.

Adhering to the highest levels of risk and compliance, built to bank-like standards, we build relationships with our clients and their customers to promote a philosophy of retaining “customers for life.” We strive to be a natural extension of each client’s team, helping them to keep their expenses down, borrowers satisfied and service levels up while meeting today’s regulatory demands and changing market conditions.

Ocwen and its subsidiaries are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Primary Location
US-NJ-Mount Laurel

Sales and Business Development


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