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East West Bank · 21 hours ago

Mortgage Collections Supervisor

Rowland Heights, CA

Full-time

Onsite

Mid, Senior Level

$80K/yr - $110K/yr

East West Bank is a leading commercial bank with a strong commitment to integrity and service. The Mortgage Collections Supervisor oversees a team of collectors, ensuring compliance with regulations and company policies while managing daily collection activities and improving recovery rates.

BankingFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Plan, organize, and supervise the work of the collections unit

Train, interview, evaluate, and mentor staff

Conduct performance reviews and provide coaching and support

Ensure daily operations and collection activities comply with government, investor, and client regulations

Manage daily assignments and monitor phone calls and reports to ensure contact requirements are met

Review and analyze collection activity to identify trends and assess team effectiveness

Review and resolve customer complaints and complex collection issues

Handle collections on accounts where subordinates have difficulty

Conduct quality control checks on calls and perform audits of collector accounts

Review delinquent accounts for possible loss mitigation solutions

Review of key data and reports for departmental performance

Review and recommend policies and procedures changes to improve collection strategies and recovery rates

Ensure accurate and detailed records of all collection activities are maintained

May perform other duties as assigned

Qualification

Mortgage collections experienceSupervisory experienceCollections lawsMicrosoft Office SuiteAnalytical skillsMultitasking abilityICE Mortgage Servicing PlatformMandarin proficiencyCommunication skillsNegotiation skillsInterpersonal skillsOrganizational skillsTime-management skills

Required

Experience in mortgage collections including late-stage delinquency, overseeing foreclosure actions and bankruptcy filings

Prior supervisory experience

Strong knowledge of consumer lending, mortgage servicing, and collections laws and regulations, such as the Fair Debt Collection Practices Act (FDCPA)

Proficiency in Microsoft Office Suite (Word, Excel) and other relevant software

Excellent communication (written and oral), negotiation, and interpersonal skills

Strong analytical, organizational, and time-management skills

Ability to multitask and meet strict deadlines

Applicants must have legal authorization to work in the United States