Manager, Homeowner Assistance

3 weeks ago

Oakville, Canada Sagen Full time

Job Summary
The Manager, HOAP, reporting to the VP, Loss Mitigation, will work closely with their direct reports in managing Sagen’s national Homeowner Assistance Program. The Homeowner Assistance Program is designed to help homeowners who are experiencing short-term or temporary financial difficulties that may prevent them from making timely payments on their mortgage. By understanding customer needs and requirements, solutions can be suggested to help keep families in their homes.

Job Duties
- Provide leadership, direction and support to the national Homeowner Assistance Program by providing creative and innovative solutions to obtain customer co-operation.
- Manage the workout processes and implement solutions to protect Sagen’s interests and increase volume of workouts in effort to reduce overall losses.
- Collaborate with the VP, Loss Mitigation on the department’s strategic plan and key initiatives.
- Increase lender participation in the Homeowner Assistance Program through the development of lender/customer educational programs/seminars and sharing workout expertise
- Understand customer needs and anticipated requirements, forecast market changes and design strategies.
- Lead execution of key projects and initiatives.
- Lead and coach the team in all aspects of workouts to ensure consistency of decisions, implement workout programs and forecast requirements.
- Guide direct reports in the development, monitoring and achievement of performance targets
- Monitor and communicate potential risk exposure to Senior Leadership.
- Continually assess department process needs and priorities, evaluate program changes and adapt processes to optimize performance.
- Develop relationships with Underwriting, Sales and Risk to support the business strategy.
- Be a strong customer advocate and ensure the highest level of internal and external customer service.
- Ensure the lenders are knowledgeable of and operate within established Sagen and Industry policy and guidelines.
- Responsible for people management activities including recruitment, employee development, engagement, performance management, compensation, employee issue resolution.
- Working collaboratively in a cross functional environment to further identify and develop early Workout programs.
- Working on other projects as assigned.

Job Requirements
- 7+ years’ experience in managing an Underwriting, Loss Management and or Collections/Recovery Department.
- Bachelor’s degree.
- Strong Operations and People Leadership experience with large and diverse teams, focusing on skills development.
- Comprehensive and hands on knowledge of mortgage credit and collection, enforcement remedies, underwriting, credit analysis and risk management.
- Project management and influencing skills to deliver qualified business results.
- Strategic thinker with ability to challenge the status quo and drive change.
- Ability to build strong relationships, work collaboratively and resolve problems with people at all levels of the organization.
- Excellent negotiation, interpersonal and communication skills.
- Strong business acumen and judgment.
- Results oriented with a strong customer focused attitude.
- Ability to thrive in a constantly changing environment and to perform well in a high volume, high intensity environment.
- Strategic thinker with strong analytical skills.
- Ability to make decisions under pressure while adhering to underwriting guidelines.
- Ability to drive results through people and influence at all levels of the organization.
- Strong team player coupled with communication and interpersonal skills.

Sagen will provide accommodations to applicants with disabilities throughout the selection process to meet their individual needs.

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