Director - Omnichannel Communications
Who we are
Shellpoint Mortgage Servicing (SMS) is one of America’s top-five non-bank mortgage-servicing companies. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms). On their behalf, we manage (or "service") their loan portfolios, which means that we collect homeowners’ mortgage payments, pay their tax and insurance bills, and help homeowners in default to get current.
The Director of Omnichannel Communications leads the technical aspects of and is the accountable party for all omni-channel homeowner facing communications systems focused on Telecommunications, Text, Email, Chat, etc., all within the servicing business unit. This role will be accountable for the operation and direction of all omnichannel platforms including any major system replacements, upgrades, etc., information security within the platforms, etc. This role will also partner with business unit leaders to deliver technical solutions to optimize business processes and strengthen the brand. This role will manage all Omnichannel development projects and tasks to completion. Perform supervisory duties for the staff such as setting team standards, goal setting and tracking, PTO management, coaching, weekly meetings with direct reports, staff development, etc.
Act as the accountable party for all technology aspects of the Omnichannel technologies, which includes corporate & contact center telecommunications, homeowner-facing email, chat platforms, text platforms and other related platforms
Work with the Infrastructure and run teams to ensure that the platforms are highly available and that all run events, overnight processing, backups, recovery strategies, upgrades, security and all normal system events occur per business and technical requirements
Partner with operational business units to develop and operate strategies on inbound and outbound communications across all media channels, including interfacing with Lending operations and communications to ensure maximum positive impact to homeowners
Is the strategic technical direction setting for all homeowner-facing omnichannel systems including telecommunications, chat, email, text, push notifications, etc.
Maintain and oversee all department processes, policies and procedures including the agile process, etc.
Partner with IT and operational leaders to make strategic and tactical decisions on contact center applications, integrations, and other technology items being worked and implemented into the platform.
Be a major contributor and the primary driver to the architecture of the company’s overall communications platforms which includes standard and customized vendor applications in addition to company-built applications by employing high end user experiences, interfaces, and secure, scalable and stable service delivery
Maintain and advance individual and the team’s knowledge on new, evolving, and cutting-edge technologies for both internal operations and business-facing applications
Oversee, manage and prioritize all external vendor work while ensuring consistent, secure standards and smooth integrations into existing platforms
Partner with clients and the client management groups to ensure our client’s needs are met through the advancement and adaptation of omnichannel technology to their needs
Maintain and report on department KPI’s and other metrics such as availability, performance, pipeline, throughput, ETA’s, etc. to IT and operational management
Perform personnel managerial duties such as goal setting and tracking, performance monitoring and coaching, ensuring associate engagement, and other typical managerial duties
Other tasks or responsibilities as assigned by management
15+ years working in customer-facing telecommunications systems with 10+ years working in product and overall enterprise-class communications systems management
5+ years of experience with mass-email and mass-texting services
5+ years of experience with chat and chat bot technologies
Experience in Mortgage Servicing and/or Contact Centers required
Ability to remain focused in a fast-paced, highly dynamic environment while maintaining the highest levels of customer service to external parties and engagement with staff
Knowledge of security concerns, change management, implementation management and regulatory control environments such as SOX, TCPA, etc.
Skilled in UX/UI and a good understanding of human/technology interaction and psychology thereof
Excellent big picture thinking and problem-solving skills
Demonstrated ability to lead and retain a highly engaged, knowledgeable team
Exceptionally strong leadership skills managing local and remote teams including teams in highly differing time zones
College or university degree in the field of Information Technology, Computer Science, MIS, or another STEM-related field required. Significant experience in a similar role or industry will be considered as a replacement.
Work Schedule & Travel
Typical work schedule is Monday - Friday, 8:00 - 5:00 with some minor flexibility
Certain after hours/weekend time may be necessary for projects, emergencies, or high business volume situations
After hours/ weekend email monitoring and engagement is expected
Up to 20% travel to other company locations for projects, training, etc.
* Three weeks’ PTO (paid time off) for vacation and sick days.
* Paid holidays.
* Medical, dental, vision, life, and pet insurance.
* Short- and long-term disability insurance.
* Adoption- and tuition-assistance programs.
* 401k matching program.
* Performance-based annual bonuses.
* Advancement opportunities
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.