Business: Mortgage and Compliance Solutions
This position is responsible for client satisfaction and the quality of the service delivered by their team. The incumbent manages the daily workload of the team and resolves day-to-day issues. This individual is responsible for team leadership, motivation, training, and mentoring of their team.
Support account management and client needs by various levels of interaction including conference calls, emails, visits, presentations, and investigative reporting/issue resolution to ensure client retention/satisfaction.
Provide timely and professional communication to clients, account managers, direct reports and senior management to effectively support team and company goals.
Support the implementation of company directives and processes to meet internal/external client needs such as retention and satisfaction related to the success of the transactional fulfillment process.
Develop, implement, and maintain process improvement initiatives as related to system and employee development through the monitoring/streamlining of current operating procedures.
Provide leadership, direction, and supervision to a team of Fulfillment Associates and other fulfillment personnel, which may include contingent workers.
Conduct annual evaluations of team members and provide feedback and monitor departmental performance; address performance issues.
Evaluate ongoing staffing requirements by reviewing productivity reports and client accounts and hiring and training new employees to meet these requirements.
Coach and mentor team members including the facilitation of on-the-job training to develop job skills and effectively address client concerns and meet client and internal needs.
Ability to perform multiple tasks at the same time
Ability to respond and adapt quickly to both expected and unexpected changes in team's focus and day-to-day responsibilities
Ability to deal with people in a professional and courteous manner
Ability to communicate and motivate individuals in the department
Creativity and optimism
Ability to interact in written and oral form with clients, management and all levels of company personnel
Ability to gather, coordinate and present technical data in verbal and written form
Ability to handle high volume of work and work under deadlines
Excellent analytical skills, problem solving and decision making abilities
Excellent Customer Service skills
Excellent interpersonal, oral and written communication skills
Ability to work well within a team
High ethical standards
Ability to follow policies and procedures; complete administrative tasks correctly and on time
High level of organization and multi-tasking abilities
Demonstrated leadership skills
Ability to handle a high volume of work and work under deadlines
High level of professionalism
Self-motivated with high level of initiative
Minimum Education and/or Experience:
HS Diploma required. Applicants who have or are seeking additional degrees or professional certifications preferred.
Preferred supervisory or lead experience with a strong emphasis on customer service preferred. Industry knowledge of the mortgage, pre-employment screening, and/or social services processes preferred.
Understanding of PC functions, including Windows-based applications and ability to learn/understand internal verifications technology/systems.
Function - Fulfillment / Operations