Careers

The primary purpose of this position is to assist the department supervisor with oversight of the department’s processes and special projects, perform QA/QC, research complex issues, assist with escalations and audits, ensure procedures and policies are current, provide assistance and training to co-workers, as well as stepping in when the supervisor is unavailable.

• Assist supervisor coaching and training of other departmental team members
• Process escalations timely, efficiently and error free
• Implement processes that assist with the increase of quality and production metrics
• Maintains daily and monthly production reports
• Process job functions in accordance with established (Service Level Agreement) SLA
• Research and analyze consumer accounts in order to respond to inquiries
• Assist with creation of policies and procedures and P-Tree charts
• Responsible for researching the mortgage servicing platform to ensure accurate and timely data is updated on each account
• Prepare and present quality and performance metrics to management
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

• Proficient in Microsoft Office (Excel, Word, PowerPoint)
• Prior experience with MSP
• Must be able to effectively communicate (verbal & written) with auditors, co-workers, analysts and all levels of management
• Able to prepare business case and present findings to management in a presentation format
• Understands business implications of decisions; aligns work with strategic goals
• Ability to function independently and carry our assignments to completion within defined parameters
• Must have good business mathematical skills
• Ability to work with data, identify trends and draw conclusions
• Proven ability to analyze data and determine anomalies
• Ability to able consistent judgment across all scenarios
• Must be a strong team player
• Proven track record at delivering timely and accurate information in a fast-paced environment
• Financial Services and, if possible, mortgage industry experience preferred