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Digital Risk · 1 week ago

Mortgage Processing Manager

Jacksonville, FL

Full-time

Onsite

Senior Level

$80K/yr - $90K/yr

6+ years exp

Digital Risk is one of the largest mortgage outsource providers in the U.S., and they are seeking a Mortgage Processing Manager to guide their team of Processors. The role involves managing production goals, ensuring service quality, and mentoring team members to achieve their objectives.

Financial ServicesRisk ManagementSoftware

H1B Sponsor Likely

Responsibilities

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

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

Qualification

Origination experienceSupervisory experienceProcessing experienceCustomer communicationAnalytic skillsNMLS-MLO LicensureInterpersonal skillsDetail orientedPositive work environmentFlexible workHigh stress managementComputer knowledgeTeamwork

Required

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

Detail oriented

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

NMLS-MLO Licensure preferred

Candidates must be available to work outside of normal business hours when necessary

High school or equivalent (Required)

NMLS-MLO (Required)

Company

Digital Risk

Glassdoor2.8

Digital Risk is a provider of risk, compliance, and transaction management solutions.

Founded in 2005

Maitland, Florida, USA

1001-5000 employees

https://digitalrisk.mphasis.com

H1B Sponsorship

Digital Risk has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2023 (2)

2021 (2)

2020 (2)