GENERAL DESCRIPTION:

Provides supervisory support and leadership to department by monitoring and prioritizing workflow, escalated or complex issues, and serving as an expert on the services and procedures of the department. Reports to Assistant Manager.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree or equivalent combination of education and experience.
• Proficient with Microsoft applications (including advanced Excel experience.)
• Strong analytical and problem-solving skills and attention to detail.
• Exceptional organizational and time-management skills.
• Ability to handle complex, multiple tasks simultaneously in a fast-paced environment.
• Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences.

PREFERRED/OTHER QUALIFICATIONS:

• 1+ years’ experience with MSP Servicing Platform.
• 1+ years’ experience in the mortgage industry preferred.

ESSENTIAL FUNCTIONS AND DUTIES:

• Coordinate and monitor distribution of workflow to maximize productivity, including handling overflow and understaffed areas.
• Identify and communicate to management issues concerning staffing, workflow, clients, procedures, etc.
• Participate in interview processes with job candidates.
• Train new employees, serve as a mentor, and share knowledge and development opportunities to clarify guidelines and strengthen understanding of regulatory compliance and product knowledge.
• Work with management to set productivity goals; evaluate employee productivity against department standards.
• Monitor employee work to ensure employee professionalism, knowledge, and competency align with organizational standards; ensure department as well as regulatory requirements are strictly adhered to.
• Coach and counsel employees as appropriate; participate in annual review process as assigned.
• Assist managers with tracking attendance, payroll administration, and other HR-related administrative tasks.
• Prepare and submit departmental reports to management as requested.
• Review quality control data and address/correct any deficiencies.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

DEPARTMENT SPECIFIC/ADDITIONAL DUTIES:

• Hold team meetings.
• Create process improvement for the benefit of the department.
• Strategize process improvement initiatives.
• Review and update processing QC checklists, Desktop procedures, and Policy & Procedure Handbooks as needed.
• Perform weekly 1-on-1 meetings with all team administrators to keep them apprised of individual issues, concerns, changes, and coaching as needed.
• Perform weekly team meetings to go over universal issues, concerns, changes, and coaching.
• Meet weekly with the Assistant Manager, keeping the Assistant Manager apprised of any concerns and highlights about the team.
• Oversee team IM Chats, ensure it is being utilized appropriately.
• Serve as backup to Assistant Manager on product issues if the Assistant Manager is out of the office.
• Perform monthly check in office of all desks to ensure no loan information is visible.
• Preparation of monthly client and management reports.
• Assist and oversee any special projects assigned to the department.
• Assist and oversee transfers and conversions.
• Maintain telephone servicing levels.
• Handle escalations (tasks, calls, client, and borrower issues, etc.).
• Work with other departments for ongoing process improvements.
• Act as the backup for staff and Management when necessary