DigitalRisk’s mission to Make Mortgages Safe relies on the perfect blending ofhuman experience and state-of-the-art technology to serve its workforce andclients.
DigitalRisk’s 1,500+ team members make us one of the largest mortgage outsourceproviders in the U.S., supplying appraisal and mortgage processing,underwriting and closing to the largest banks and loan originators.
Position Overview:
The Processing Manager primary responsibilitiesinclude guiding the Processors to daily, weekly and monthly production goals,while ensuring the level of expected service, quality and integrity of theloans are maintained. The Processing TMwill be responsible for having one–on-one mentoring sessions with the teammembers to instill awareness of the team member’s goals, any challenges orareas of focus, and ensuring opportunities are addressed with a plan identifiedfor success. The Processing TM willserve as a communication liaison to ensure that changes are effectivelycommunicated to their team members and as an escalation path for membersatisfaction and/or scope clarification or changes. Candidates must possess a strong sense ofurgency with an ability to work in a team environment, maintaining excellentorganizational, communication, and PC skills.
Essential JobFunctions:
· Manage team consisting of 10-15 Jr. Processors andProcessors
· Monitor and send daily production emails withquality/production tips, current production challenges, plans to maintainService 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/issuesincluding Complaint Tracking Resolution/VOICES survey/etc.
· Daily funding calls to solicit feedback from Clients on theHE experience
· Pipeline Management to ensure SLA metrics are met each dayand loan assignment is compliant with licensing requirements
· One-on-One mentoring, weekly or as needed, for team memberswho are not meeting the production and/or quality expectations (inform UnitManager of any recurring performance issues, develop action plans to address)
· Document all One-on-One coaching sessions to identify andtrack improvement
· Hold daily/weekly huddles to discuss results from previousdays, changes, etc.
· Function as a SME and lend assistance for questions andscenarios
· Ensure trends are provided to Unit Manager forimplementation of job aids, training tool updates, etc.
· Maintain current knowledge of client scope requirements andprocesses
· Assist in resolving processing issues or customerescalations as they arise
· Assist Processors in understanding underwriting decisionsand conditions
· Monitor and approve timecards in ADP
· Address personnel issues with guidance from Unit Leader andHuman Excellence team
· Complete performance reviews
· Ensure no Personal and/or Proprietary Information (PPI) ispresent in team area
Monthly GoalExpectations:
· Manage team members to deliver a consistently exquisiteexperience for the client’s customers by meeting customer satisfactionobjectives, including timely and compliant welcome, approval, closing, andweekly contacts, meeting loan closings based on original requested close date,meeting target turn times established for refinances, and managing thatpipelines do not exceed specified age range
· Manage risk and quality by ensuring team members arecompliant when speaking to customers and 3rd parties, as well as ensuringIn-line QC and post-closing audit results are within established targets
· Manage daily productivity of the team to achieve monthlyfunding and final dispositions established
· Document monthly conversation with team members, as wellgeneral huddles held, and/or specific feedback/direction given to the teammember
· Demonstrate a commitment to diversity and model behaviorswhich value each individual for their unique contribution and create anenvironment that allows each employee to reach their potential
Requirements:
· Minimum 5+ years Origination background with supervisory experience
· Processing experience within past 3 years
· Acts as an advocate for the customer/client, ensuringdecisions and actions help achieve their goals
· Demonstrate efficient and effective customer facingcommunication skills for both verbal and written communication
· Ability to manage risks while ensuring optimal value andoutcomes are achieved
· Demonstrate a bias for action and a commitment to achievingsustainable results
· Demonstrate visible commitment to Digital Risk and clientcore values
· Ability to develop and align the talent needed to meetbusiness goals
· Strong analytic and interpersonal skills
· Detail oriented
· Ability to work in a flexible and production orientedenvironment
· Must be able to promote and foster a positive workenvironment
· Must be able to work in a high stress environment whiledelivering a high-level of customer service
· Must be willing and able to work as part of a team
· Good computer knowledge-paperless environment
· NMLS-MLO Licensure preferred
· Candidates must be available to work outside of normalbusiness hours when necessary
Job Type: Full-time
Job Type: Full-time
Pay: $75,000.00 - $80,000.00 per year
Application Question(s):
- Please provide your email address and phone number to be contacted.
Education:
- High school or equivalent (Required)
Experience:
- Mortgage Processing Management: 5 years (Required)
Ability to Commute:
- Maitland, FL 32751 (Required)
Work Location: Hybrid remote in Maitland, FL 32751
