Mortgage And Compliance Solutions Supervisor

Equifax West Des Moines , IA 50398

Posted 1 week ago

Business: Mortgage and Compliance Solutions

Summary:
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.

Skills/Competencies/Responsibilities:

  • 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.

Primary Location:

USA-Des Moines

Function:

Function - Fulfillment / Operations

Schedule:

Full time


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Mortgage And Compliance Solutions Supervisor

Equifax