Title: Senior Manager Strategy and Foreclosure Prevention
Location: West Palm Beach, Florida

Business Summary:

Ocwen Financial Corporation is a leading provider of alternative asset management and business process solutions specializing in residential mortgage loan servicing, mortgage originations and commercial loan servicing. Ocwen is headquartered in West Palm Beach, Florida and has a nationwide workforce mostly located in our offices in California, Florida, and Georgia. Ocwen has a large global presence with operations in India and Uruguay. Ocwen focuses its businesses on making its clients’ loans worth more by leveraging superior processes, innovative technology and high-quality global human resources.

The Company has identified opportunities to improve our existing capabilities, and improve collecting success rates, by designing and deploying scripts that enable loss mitigation representatives to communicate with and influence the conduct of borrowers more effectively.

The Company is seeking a professional who can help lead process improvement opportunities by applying psychological principles that will improve our interactions with consumers, including related tools and processes. The candidate will be responsible for developing and managing a strong Loss Mitigation team that applies the investor requirements along with Ocwen’s loss mitigation expertise to conclude with improved resolution rates, improved right party contacts and at the same time reduce variability of performance and improve efficiency.

Responsibilities:

• Use psychological research and principles to improve all interactions with customers
• Identify improvement opportunities for all customer-facing systems and processes
• Maintain client relationships with current engagements including process/service enhancement meetings, technology planning and senior level customer relations
• Create and implement a monthly operational review package and coordinate monthly review meetings with senior management
• Create, implement, and distribute daily reporting of key drivers and reports
Implement improved scripting through use of consumer psychology group personnel
• Improve the Loss Mitigation process via submission and implementation of improvement ideas related to automation and thought leadership
• Analyze customer calls and develop more effective loss mitigation techniques
Partner with Six Sigma Team and Business Units to continually update / upgrade / improve programs for better results
• Use expertise in survey design, analysis and research to better collect and measure feedback from employees and customers
• Collaborate with other groups to produce well-designed, effective and ethical persuasive communication with borrowers
• Take ownership over specific research projects. This entails design, data collection, analysis and presentation of results
• Interact with executive leadership to create high-impact, data-driven projects that align with corporate initiatives

Key Result Areas:

• Improve all scripts and written borrower communications in use
• Further develop and deploy process improvements utilizing statistical tools
• Prepare a need analysis based on current business requirements and assess loss mitigation staff
• Develop and implement improved training programs to enhance agent effectiveness

Required qualifications:

• A Doctorate in Psychology (Specialization in Social Psychology or Consumer Research) preferred
• Experience in leveraging psychological methods to improve performance or demonstrated academic knowledge of this field
• Knowledge of MS-Office and statistical analysis software
• Excellent written and verbal communication skills
• Cross-cultural exposure preferred
Required skills and abilities:

• Strong organizational skills, attention to detail and flexibility
• Ability to work effectively with global cross-functional teams in a fast-paced environment
• Strong functional knowledge in subject matter and ability to communicate that expertise to all levels of the organization
• Ability to provide insight into psychological status of borrowers and develop customized training scripts, goals and plans
• Ability to evaluate and test training programs and scripts

Senior Manager Strategy and Foreclosure Prevention - $ 100,000 plus incentive

To Apply for this job, please visit: www.ocwen.com

Tags: fha jobs, FHA Loan Processor Job, mortgage, mortgage jobs