Manager, Operations Support

Moder

79d

About The Position

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.

Requirements

• 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
• Demonstrated abilities to exceed goals, provide excellent customer service, build long-term relationships
• 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)

Responsibilities

• 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
• Performs other related duties as assigned

What This Job Offers

• Career Level: Manager
• Education Level: Bachelor's degree