Team Lead- Call Center Rep

Company Overview

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 mortgage outsource providers in the US, supplying appraisal and mortgage processing, underwriting and closing to the largest banks and loan originators

Position Overview

The Closing Team Lead/Assistant Manager primary responsibilities include guiding the Closers to daily, weekly and monthly production goals, while ensuring the level of expected service, quality and integrity of the loans are maintained

The Closing AM will be responsible for having one on one coaching sessions with the team members to instill awareness of the team member goals, any challenges or areas of focus, and ensuring opportunities are addressed with a plan identified for success

The Closing AM will serve as a communication liaison to ensure that changes are effectively communicated to their team members and as an escalation path for member satisfaction 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

• Provide leadership to a team consisting of 8-15 residential mortgage Closers
• Ensure all loans are worked appropriately, within required regulatory and SLA timeframes and documented properly
• Provide direct feedback to the team members on quality review results and set forth a measured improvement plan where needed
• Assess ongoing training needs to ensure team members have a clear understanding of job requirements and updates to the loan requirements
• Organize and monitor workflow to ensure production and quality expectations are met
• Pipeline Monitoring to ensure SLA metrics are met each day, loans are closed and funded on time, Closing Disclosures (CDs) are accurate and within compliance, wires are requested, and funding documents are complete and accurate
• Maintain current knowledge of scope requirements and processes and promptly communicate changes to the team
• Assist in resolving closing issues or customer escalations as they arise with priority and a sense of urgency
• Address personnel issues with guidance from Unit Leader and Human Excellence team

Requirements

• Conversant in minute details of TRID regulatory requirements, including timelines, tolerances, cures, etc
• Minimum 2-3 years Origination background with an emphasis in closing first mortgage residential loans under US secondary marketing and regulatory guidelines with supervisory experience over a closing team within the past year
• Strong command of the English language, along with analytic, interpersonal, and verbal and strong written communication skills
• Ability to work in a flexible and production oriented 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
• Must be able to promote and foster a positive work environment
• Good computer skills/knowledge-paperless environment
• Candidates must be okay to work rotational and US night shifts (24/7)

Digital Risk is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace

This is not intended to be all-inclusive

Employee may perform other related duties as negotiated to meet the ongoing needs of the organization