Job Description

Roles & Responsibilities

Operational Excellence

1. Measures and documents staff performance, tracks time and attendance, and responsible for providing monthly and annual reviews.
2. Takes and resolves escalated calls/complaints.
3. Provides coaching regarding quality assurance and creates associate remediation plans when staff is performing below expectations.
4. Responsible for new hire and on-going associate training.
5. Provides recommendations for procedural changes and improvements as they pertain to the department.
6. Responds to investor inquires and assisting staff when incoming and outbound calls when required.
7. Assist manager with monitoring reports to ensure department and investor metrics are met.
8. Assist manager with determining the team's daily activities and ensuring associates are fully engaged throughout the day.
9. Participates in presentations for investors, rating agencies, and other servicing platform visitors.
10. Clearly communicates strategies to team members and other stakeholders.
Stakeholder Management
1. Participates in presentations for investors, rating agencies, and other servicing platform visitors.
Governance & Compliance
1. Establish proper records, approvals, documentation, and audit trails for all transactions.
2. Ensure adherence to the implementation of effective governance, compliance, and risk management frameworks.
3. Manage issues to mitigate impact and risk by early detection of risk items & active team involvement

Key Result Areas

1. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, training, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.
2. Support in improving existing processes and automation of established processes & procedures

External Skills And Expertise

Job Requirements

Education

High school diploma or general education degree (GED) required. Bachelor's degree (B. A.) or higher in business related field from an accredited four-year college or university preferred. Three to five years' related experience and/or training required.

Relevant Experience

+ Three to five years' related experience and/or training; or equivalent combination of education and experience. + Loan servicing knowledge
Technical Know-how/Tools used + Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Previous experience with MSP, Black Knight/LPS and Fiserv preferred. Also database software and loan servicing systems (such as Fidelity). Behavioral Skills + Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events. + Business Ethics - Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
+ Communications - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.
+ Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
+ Dependability - Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.
+ Teamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests.