Digital Risk
2 days ago Be among the first 25 applicants
This range is provided by Digital Risk. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $80,000.00/yr - $90,000.00/yr
Digital Risk’s mission to
Make Mortgages Safe
relies on the perfect blending of human experience and state‑of‑the‑art technology to serve its workforce and clients.
Digital Risk’s 1,500+ team members make us one of the largest mortgages outsource providers in the U.S., supplying appraisal and mortgage processing, underwriting and closing to the largest banks and loan originators.
Position Overview The Processing Manager's primary responsibilities include guiding the Processors to daily, weekly and monthly production goals, while ensuring the level of expected service, quality and integrity of the loans are maintained. The Processing Manager will be responsible for one‑on‑one mentoring sessions with the team members to instill awareness of the team member’s goals, any challenges or areas of focus, and ensuring opportunities are addressed with a plan identified for success. The Processing Manager will serve as a communication liaison to ensure that changes are effectively communicated to their team members and as an escalation path for membersatisfaction and/or scope clarification or changes. Candidates must possess a strong sense of urgency with an ability to work in a team environment, maintaining excellent organizational, communication, and PC skills.
Essential Job Functions
Manage team consisting of 10‑15 Jr. Processors and Processors
Monitor and send daily production emails with quality/production tips, current production challenges, plans to maintain Service Level Agreements, etc.
Motivate and lead team to success using recognition, teambuilding activities and positive reinforcement
Set and manage to production, quality and customer service expectations
Handle and triage all customer service‑related items/issues including Complaint Tracking Resolution/VOICES survey/etc.
Daily funding calls to solicit feedback from Clients on the HE experiences
Pipeline Management to ensure SLA metrics are met each day and loan assignment is compliant with licensing requirements
One‑on‑One mentoring, weekly or as needed, for team members who are not meeting the production and/or quality expectations (inform Unit Manager of any recurring performance issues, develop action plans to address)
Document all One‑on‑One coaching sessions to identify and track improvement
Hold daily/weekly huddles to discuss results from previous days, changes, etc.
Function as a SME and lend assistance for questions and scenarios
Ensure trends are provided to Unit Manager for implementation of job aids, training tool updates, etc.
Maintain current knowledge of client scope requirements and processes
Assist in resolving processing issues or customer escalations as they arise
Assist Processors in understanding underwriting decision and conditions
Monitor and approve timecards in ADP
Address personnel issues with guidance from Unit Leader and Human Excellence team
Complete performance reviews
Ensure no Personal and/or Proprietary Information (PPI) is present in team area
Monthly Goal Expectations
Manage team members to deliver a consistently exquisite experience for the client’s customers by meeting customer satisfaction objectives, including timely and compliant welcome, approval, closing, and weekly contacts, meeting loan closings based on original requested close date, meeting target turn times established for refinances, and managing that pipelines do not exceed specified age range
Manage risk and quality by ensuring team members are compliant when speaking to customers and 3rd parties, as well as ensuring In‑line QC and post‑closing audit results are within established targets
Manage daily productivity of the team to achieve monthly funding and final dispositions established
Document monthly conversation with team members, as well general huddles held, and/or specific feedback/direction given to the team member
Demonstrate a commitment to diversity and model behaviors which value each individual for their unique contribution and create an environment that allows each employee to reach their potential
Requirements
Minimum 6+ years Origination background with supervisory experience
Processing experience within past 3 years
Acts as an advocate for the customer/client, ensuring decisions and actions help achieve their goals
Demonstrate efficient and effective customer facing communication skills for both verbal and written communication
Ability to manage risks while ensuring optimal value and outcomes are achieved
Demonstrate a bias for action and a commitment to achieving sustainable results
Demonstrate visible commitment to Digital Risk and client core values
Ability to develop and align the talent needed to meet business goals
Strong analytic and interpersonal skills
Ability to work in a flexible and production‑oriented environment
Must be able to promote and foster a positive work environment
Must be able to work in a high stress environment while delivering a high‑level of customer service
Must be willing and able to work as part of a team
Good computer knowledge—paperless environment
Candidates must be available to work outside of normal business hours when necessary
Job Type: Full‑time
Education
High school or equivalent (Required)
License/Certification
NMLS‑MLO (Required)
Seniority level
Associate
Employment type
Full‑time
Job function
Finance
Get notified about new Mortgage Manager jobs in
Jacksonville, FL .
#J-18808-Ljbffr
This range is provided by Digital Risk. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $80,000.00/yr - $90,000.00/yr
Digital Risk’s mission to
Make Mortgages Safe
relies on the perfect blending of human experience and state‑of‑the‑art technology to serve its workforce and clients.
Digital Risk’s 1,500+ team members make us one of the largest mortgages outsource providers in the U.S., supplying appraisal and mortgage processing, underwriting and closing to the largest banks and loan originators.
Position Overview The Processing Manager's primary responsibilities include guiding the Processors to daily, weekly and monthly production goals, while ensuring the level of expected service, quality and integrity of the loans are maintained. The Processing Manager will be responsible for one‑on‑one mentoring sessions with the team members to instill awareness of the team member’s goals, any challenges or areas of focus, and ensuring opportunities are addressed with a plan identified for success. The Processing Manager will serve as a communication liaison to ensure that changes are effectively communicated to their team members and as an escalation path for membersatisfaction and/or scope clarification or changes. Candidates must possess a strong sense of urgency with an ability to work in a team environment, maintaining excellent organizational, communication, and PC skills.
Essential Job Functions
Manage team consisting of 10‑15 Jr. Processors and Processors
Monitor and send daily production emails with quality/production tips, current production challenges, plans to maintain Service Level Agreements, etc.
Motivate and lead team to success using recognition, teambuilding activities and positive reinforcement
Set and manage to production, quality and customer service expectations
Handle and triage all customer service‑related items/issues including Complaint Tracking Resolution/VOICES survey/etc.
Daily funding calls to solicit feedback from Clients on the HE experiences
Pipeline Management to ensure SLA metrics are met each day and loan assignment is compliant with licensing requirements
One‑on‑One mentoring, weekly or as needed, for team members who are not meeting the production and/or quality expectations (inform Unit Manager of any recurring performance issues, develop action plans to address)
Document all One‑on‑One coaching sessions to identify and track improvement
Hold daily/weekly huddles to discuss results from previous days, changes, etc.
Function as a SME and lend assistance for questions and scenarios
Ensure trends are provided to Unit Manager for implementation of job aids, training tool updates, etc.
Maintain current knowledge of client scope requirements and processes
Assist in resolving processing issues or customer escalations as they arise
Assist Processors in understanding underwriting decision and conditions
Monitor and approve timecards in ADP
Address personnel issues with guidance from Unit Leader and Human Excellence team
Complete performance reviews
Ensure no Personal and/or Proprietary Information (PPI) is present in team area
Monthly Goal Expectations
Manage team members to deliver a consistently exquisite experience for the client’s customers by meeting customer satisfaction objectives, including timely and compliant welcome, approval, closing, and weekly contacts, meeting loan closings based on original requested close date, meeting target turn times established for refinances, and managing that pipelines do not exceed specified age range
Manage risk and quality by ensuring team members are compliant when speaking to customers and 3rd parties, as well as ensuring In‑line QC and post‑closing audit results are within established targets
Manage daily productivity of the team to achieve monthly funding and final dispositions established
Document monthly conversation with team members, as well general huddles held, and/or specific feedback/direction given to the team member
Demonstrate a commitment to diversity and model behaviors which value each individual for their unique contribution and create an environment that allows each employee to reach their potential
Requirements
Minimum 6+ years Origination background with supervisory experience
Processing experience within past 3 years
Acts as an advocate for the customer/client, ensuring decisions and actions help achieve their goals
Demonstrate efficient and effective customer facing communication skills for both verbal and written communication
Ability to manage risks while ensuring optimal value and outcomes are achieved
Demonstrate a bias for action and a commitment to achieving sustainable results
Demonstrate visible commitment to Digital Risk and client core values
Ability to develop and align the talent needed to meet business goals
Strong analytic and interpersonal skills
Ability to work in a flexible and production‑oriented environment
Must be able to promote and foster a positive work environment
Must be able to work in a high stress environment while delivering a high‑level of customer service
Must be willing and able to work as part of a team
Good computer knowledge—paperless environment
Candidates must be available to work outside of normal business hours when necessary
Job Type: Full‑time
Education
High school or equivalent (Required)
License/Certification
NMLS‑MLO (Required)
Seniority level
Associate
Employment type
Full‑time
Job function
Finance
Get notified about new Mortgage Manager jobs in
Jacksonville, FL .
#J-18808-Ljbffr