Moder

Compensation

Full Description

Summary The Manager, Operations Support will manage a staff of existing and new personnel. This individual will coordinate the operational and personnel issues within the operations and serve as a secondary escalation point for all Operations Support Functions that arise in the process to Fulfill 3rd Party Verification Orders during the Origination Phase of the loan. The Operations Support Manager will effectively manage the workload to meet or exceed established service levels and work with department managers to ensure all staff is properly trained in all areas of Call Center Operations Support. The manager will also perform quality reviews of Operations Support performance for existing and new staff. Essential Job Functions: Responsible for maintaining Employee hours and timecards for local and remote staff Monitor Departmental file flow to ensure SLA's are consistently met or exceeded. Ensure All Verification Products are ordered and received in compliance with Freedom Policies, Agency Guidelines, Federal and State Regulations Work with Third Party Provider’s Operational Teams to ensure Workflow is moving quickly and correctly. Monitor workload and redistribute when necessary to maintain established service levels and ensure a positive customer service experience. Monitor and distribute daily, weekly and monthly production scorecards and quality review reports Perform sporadic QC spot checks on individual pipelines and provide feedback to staff Coordinate weekly pipeline review sessions with each employee Serve as escalation point for issues/concerns which need immediate attention. Conduct weekly Meetings with entire staff Ensure Corporate Trainings are Completed in a Timely Manner Maintain regular and punctual attendance Other Related Duties: Performs other related duties as assigned. Supervisory Responsibilities: This job is responsible for Managing a team of Title Reviewers, Team Leads and Supervisors Education and/or Experience: Bachelor's degree (B.A.) from four-year College or University; or 5-7 years related experience and/or training; or equivalent combination of education and experience. 3-5 Years Mortgage Industry Experience is Required Job candidates should have demonstrated abilities to exceed goals, provide excellent customer service, build long Knowledge of pertinent federal, state and local codes, laws and regulations. Demonstrated communication, telephone and organizational skills. Strong knowledge of Title Industry preferred Knowledge of additional mortgage programs a plus (ie, FHA, Conventional, 203K, VA, Homestyle, Sonyma, etc). Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Customer Service Relationships: Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers. Work Complexity: Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents. Work Environment: Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Equal Employment Opportunity Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities The following statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization. Moder is an engine for business efficiency and growth, creating and supporting technology and mortgage service solutions. We specialize in outsourced technology, business processes, and customer communication. By operating as an extension of customers’ teams, we help businesses expand, thrive, and succeed.