Imaging Support Specialist

LoanCare • ,

1d • $18 - $27 • Remote

About The Position

We are seeking to fill the role of Imaging Support Specialist. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners. This role oversees and assists with the daily processes and operations of all image-related functions/responsibilities for the organization’s current and future loan portfolio. The specialist is responsible for leading, monitoring, and reviewing daily processes/operations of the Imaging team areas, including daily confirmation/missing images emails, monthly/biweekly client reporting, and missing individual document reports. They will assist the Imaging Management team with managing department production to ensure instructions are followed, standards are met, and operational issues are addressed promptly. Reporting to the Imaging Management team and senior management regularly using various data models, including the creation of reports/metrics with an emphasis on quality control and root-cause reconciliation solutions, is a key aspect of this role. The specialist will ensure that teams meet/exceed established metrics/SLA standards provided to clients and assist with client interaction when necessary to ensure prompt reporting of notification, tracking, and resolution of imaging exceptions. They will also assist in creating or updating departmental policies/procedures, ensuring revisions are made promptly and in accordance with imaging standards and processes. Communication with departments on image issues to ensure prompt resolution, and research and closing of intradepartmental/interdepartmental process gaps are also essential. The role includes providing quality control on all team emails sent to external clients/custodians and ensuring departmental procedure controls are completed by the required deadline. Monitoring emails within shared department email inboxes and personal emails within Microsoft Outlook is also part of the daily tasks. Additionally, the specialist will train/coach and develop staff to provide backup coverage for Imaging Specialists and to ensure department efficiencies are maintained/consistently improved, and respond to client issues promptly. Assistance with internal/external audits, as requested, and all other duties as assigned are also part of the role.

Requirements

• High School Diploma or equivalent required.
• Strong knowledge of mortgage-related origination documents.
• Strong knowledge of Microsoft Office applications, especially Outlook, Excel, and Word.
• Strong knowledge of computer and internet systems.
• Detail-oriented with the ability to work with databases and information.
• Attention to detail and ability to complete assignments within daily, weekly, and monthly deadlines.
• Ability to enter and locate/extract data in a computer database to research/resolve customer inquiries.
• Ability to work independently with minimal direction and effectively meet deadlines.
• Ability to collaborate with peers, company managers, and customers in a team environment to attain common goals.
• Excellent ability to communicate effectively both in writing, in person, and by telephone with all levels of the organization and external customers.
• Demonstrated ability to provide excellent customer service.

Responsibilities

• Assist in monitoring department production and operations to ensure that quality, accuracy, and the highest standard of service is delivered to current and future clientele, including the oversight of renaming images accurately/efficiently and managing Imaging Specialist-assigned clientele.
• Oversee and assist with the daily processes and operations of all image-related functions/responsibilities for the organization’s current and future loan portfolio.
• Responsible for leading, monitoring, and reviewing daily processes/operations of the Imaging team areas, including, but not limited to, daily confirmation/missing images emails, monthly/biweekly client reporting, and missing individual document reports.
• Assist Imaging Management team with managing department production to ensure instructions are followed, standards are met, and operational issues are addressed promptly.
• Report to Imaging Management team and senior management regularly using various data models, including the creation of reports/metrics with an emphasis on quality control and root-cause reconciliation solutions.
• Ensure that teams meet/exceed established metrics/SLA standards provided to clients.
• Assist with client interaction when necessary to ensure prompt reporting of notification, tracking, and resolution of imaging exceptions; ensure action plans are developed to correct trending that may impact the quality of the imaging platform.
• Assist in creating or updating of departmental policies/procedures; ensure revisions are made promptly and in accordance with imaging standards and processes.
• Communicate promptly and clearly to departments on image issues to ensure items are promptly resolved.
• Research and close intradepartmental/interdepartmental process gaps promptly, ensuring that proper methods for tracking gaps/trending can be presented to senior management for review/approval.
• Provide quality control on all team emails sent to external clients/custodians.
• Ensure departmental procedure controls are completed by required deadline.
• Monitor emails within shared department email inbox and personal emails within Microsoft Outlook.
• Train/coach and develop staff to provide backup coverage for Imaging Specialists and to ensure department efficiencies are maintained/consistently improved.
• Respond to client issues promptly.
• Assist with internal/external audits, as requested.
• All other duties as assigned.

Benefits

• Optional medical, dental, vision, life, and disability insurance
• Paid holidays, vacation, and sick leave
• Fidelity National Financial matching 401(k)
• Employee stock purchase plans
• Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Programs that celebrate achievements and milestones
• Discounts on gym memberships
• Pet insurance
• Employee purchasing programs
• Tuition reimbursement program that supports your continued education and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED