Team Lead l

Dovenmuehle Mortgage, Inc. • Lake Zurich, IL

6d • $25 - $26 • Hybrid

About The Position

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

Requirements

• High school diploma or equivalent.
• 1+ years’ experience in mortgage servicing.
• Strong knowledge of mortgage compliance and regulations.
• Solid PC skills: Proficient with Microsoft applications and mortgage servicing platforms.
• Strong analytical and problem-solving skills and attention to detail.
• Ability to handle complex, multiple tasks simultaneously in a fast-paced environment.
• Ability to coordinate multiple and changing priorities.
• 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.
• Ability to motivate others and serve as a role model for organizational and departmental initiatives, procedures, and values.

Nice To Haves

• MSP Servicing Platform experience.

Responsibilities

• 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.
• 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.
• Prepare and submit departmental reports to management as requested.
• Assist department management in identifying, communicating, and implementing departmental standards.
• Monitor and stay current in organizational policies and procedures.
• Maintain high levels of cooperation and rapport with team members to promote accurate and efficient operations and service.
• Formulate and communicate suggestions that may improve profitability and/or productivity.
• Coordinate escalated issues to management and/or other departments as appropriate.
• Successfully complete annual regulatory compliance training.
• Perform monthly check in office of all desks to ensure no loan information is visible.
• Assist with updates of desktop procedures, QC Checklists, and Policy & Procedure Handbooks as needed.
• Handle escalated issues with clients, borrowers, and other departments.
• Work with specialists to address escalated or more complex matters and provide problem resolution leadership.
• Monitor day-to-day operations to ensure team meets its required level of production.
• Maintain telephone and task servicing expectations.
• Assist with projects, reports, and tasks as assigned.
• Prepare reports as needed
• Assist with transfers and conversions.
• Backup for handling overflow of calls and tasks.
• Prepare and administer phone monitors.
• Backup to the staff and the supervisor.
• Performs other related duties as assigned.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays

What This Job Offers

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