Newrez LLC · 2 hours ago
Commercial Collections Supervisor
Houston, TX
Full-time
Onsite
Senior Level
6+ years expNewrez LLC is committed to exceeding the expectations of residential mortgage borrowers and business partners through superior service. The Commercial Collections Supervisor will lead a team in managing commercial loan collections, providing guidance and ensuring effective communication and resolution strategies.
FinanceFinancial Services
Responsibilities
Responsible for maintaining staff
Provides guidance, leadership, and mentors personnel to develop and reinforce skills and effectiveness
Understanding all products, services, procedures, and guidelines and communicate the same to all team members
Monitors inbound Commercial call production and performance results involving Loss Mitigation options and resolutions on Commercial/Bridge loans
Understanding historical data of payment history and notes to determine a resolution for delinquency
Understanding and reviewing the Client Matrix to know what assistance can be offered
Reviews commercial list for ACH’s that have not drafted and researching the issues
Reviews list for upcoming maturity dates and reaches out to portfolio manager to get a plan of action
Recognizing what workout plan would benefit the borrower and knowing the process, short sales, modifications, forbearances, extensions, repayment plans, etc
Reviews documents to determine whether they meet eligibility requirements for assistance
Reviews the Client Matrix to understand what can and cannot be offered to the borrower to assist with curing the delinquency
Reviews resumes and completes interviews to fill open positions
Proper documentation: detailed record of all customer communications, payment plans and future resolutions
Communicates daily with workforce management regarding calls holding, dialer calls left to complete, when to start and stop campaigns, agents break and lunch schedules, etc
Reviews feedback provided by portfolio managers and/or clients and implementing changes or coaching as needed
Reviews and follows up on supervisor call backs
Reviews and completes escalation complaints
Ensures representatives stay within defined production expectations (e.g., inbound call loop, etc.)
Corrects errant activity and when appropriate provides feedback
Tracks daily results of work efforts to assure required levels of production and efficiency are achieved including ensuring the shared Commercial email boxes and voicemail boxes are handled daily
Communicates daily with portfolio managers and/or clients for situational needs or escalations
Able to professionally communicate with portfolio managers, other supervisors, and management team members to support agents and maximize customer satisfaction
Reviews list that agents have worked to ensure the agent has followed protocol for attempts
Resolves Human Resources issues, as necessary
Updates commercial connection website with information regarding client updates
Monitors employee timecards for discrepancies and corrects as needed
Assists audit department by doing random sample audits of account records
Supplements the efforts of our Audit Personnel by randomly monitoring some live calls
Monitors auto-dialer campaigns and collector's manual calling efforts
Reviews and submits monthly bonus information
Identifies process issues and suggests improvements and/or changes
Performs related duties as assigned by management
Qualification
Required
High school diploma or equivalent
6+ years' experience in finance, collections, commercial, customer service, or a related industry
Previous management experience
This individual must be flexible and able to work different hours/shifts if needed
Must be a good motivator, self-driven, willing to do what it takes to 'get the job done'
Managerial skills including strong organizational, communication, and leadership skills
Ability to train and motivate employees
Ability to manage data to maximize work efforts and multitask
Excellent overall computer skills including Excel, email, and written skills
Proficiency with technology, computers, software applications and phone systems
Ability to remain calm and professional during difficult situations
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator
Preferred
Bachelor's degree
Benefits
Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
Company
Newrez LLC
Newrez brings a unique combination of mortgage expertise, financial strength, and product innovation capabilities to the lending table.
5001-10000 employees
H1B Sponsorship
Newrez LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (31)
2024 (12)
2023 (41)
2022 (3)
2021 (2)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Joshua Bishop
Chief Operating Officer, Servicing
B
Bruce Williams
Vice Chairman
Recent News
2025-11-01
2025-11-01
Fight Colorectal Cancer
2025-10-31
Company data provided by crunchbase