Assumptions Processing Supervisor

Join our team as an Assumptions Processing Supervisor in Home Lending, wherein you will be responsible for managing a team of Specialists who process (Assumptions/Name Change, Successor in interest, property ownership changes, and mortgage assistance modification and assumption for their mortgage and home equity account) requested by a customer or third party. Support includes workflow management, quality control and adherence to defined processes. Ongoing coaching and development of Specialists is a key area of responsibility.

As an Assumptions Processing Supervisor in our Home Lending team, you will be responsible for managing a team of Specialists who process various customer requests. Your role will include workflow management, quality control, and adherence to defined processes. You will also be responsible for the ongoing coaching and development of Specialists. You will manage a dedicated group of analysts focused on assumption processing, create and monitor team member and department objectives, and manage a high volume of routes and requests while maintaining SLA. Your role will also involve defining, monitoring, and reporting key operational metrics, implementing and managing balanced scorecards at the employee, team, and department levels, and adhering to Human Resource policies and procedures for the department.

Job Responsibilities:

• Manages dedicated group of analysts focused on assumption processing.
• Creates and monitors individual and department objectives.
• Manages a high volume of routes and requests while maintaining SLA.
• Defines monitor and report key operational metrics; implement and manages balanced scorecards at the employee team and department levels.
• Leads coach delegate and mentor staff.
• Adheres to Human Resource policies and procedures for the department which includes but is not limited to hiring, training, performance evaluation, merit review, performance counseling and compensation.
• Supports upper level management reporting and initiatives as requested.
• Oversees the processing and reporting of work following strict departmental procedures standards deadlines and internal/external regulations.
• Monitors volume and work produced to ensure employee schedules do not allow for missed SLAs.
• Manages projects and initiatives related improvement of processes customer and employee experience.

• Two plus years operations management experience.
• Demonstrated ability to coach and develop employees for performance excellence.
• Proficient in Microsoft Office applications.

• Knowledge of MSP, MBWS, Vanceo, HomePort and EPIC preferred.
• Two plus prior experience in a mortgage servicing role preferred.