Supervisor ll - Quality Assurance bei Dovenmuehle Mortgage, Inc.

Supervisor II - Quality Assurance

Full time; Exempt 

Location; Lake Zurich, IL, US

Department: Special Loans

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description: 

Provides supervisory support and leadership to department by monitoring and prioritizing workflow, escalated or complex issues, and serving as an expert on the services and procedures of the department. Reports to Assistant Manager.

Essential Functions and Duties:

• Coordinate and monitor distribution of workflow to maximize productivity, including handling overflow and understaffed areas. 
• Identify and communicate to management issues concerning staffing, workflow, clients, procedures, etc.
• Participate in interview processes with job candidates.
• Train new employees, serve as a mentor, and share knowledge and development opportunities to clarify guidelines and strengthen understanding of regulatory compliance and product knowledge.
• Work with management to set productivity goals; evaluate employee productivity against department standards.
• Monitor employee work to ensure employee professionalism, knowledge, and competency align with organizational standards; ensure department as well as regulatory requirements are strictly adhered to.
• Coach and counsel employees as appropriate; participate in annual review process as assigned.
• Assist managers with tracking attendance, payroll administration, and other HR-related administrative tasks.
• Prepare and submit departmental reports to management as requested.
• Review quality control data and address/correct any deficiencies. 

• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned. 

Department Specific/Additional Duties: 

• Hold team meetings.
• Create process improvement for the benefit of the department.
• Strategize process improvement initiatives.
• Review and update processing QC checklists, Desktop procedures, and Policy & Procedure Handbooks as needed.
• Perform weekly 1-on-1 meetings with all team administrators to keep them apprised of individual issues, concerns, changes, and coaching as needed.
• Perform weekly team meetings to go over universal issues, concerns, changes, and coaching.
• Meet weekly with the Assistant Manager, keeping the Assistant Manager apprised of any concerns and highlights about the team.
• Oversee team IM Chats, ensure it is being utilized appropriately.
• Serve as backup to Assistant Manager on product issues if the Assistant Manager is out of the office.
• Perform monthly check in office of all desks to ensure no loan information is visible.

• Preparation of monthly client and management reports. 

• Assist and oversee any special projects assigned to the department.
• Assist and oversee transfers and conversions.
• Maintain telephone servicing levels.
• Handle escalations (tasks, calls, client, and borrower issues, etc.).
• Work with other departments for ongoing process improvements.
• Act as the backup for staff and Management when necessary

Required Qualifications: 

• Bachelor’s degree or equivalent combination of education and experience.
• Proficient with Microsoft applications (including advanced Excel experience.)  
• Strong analytical and problem-solving skills and attention to detail.
• Exceptional organizational and time-management skills.
• Ability to handle complex, multiple tasks simultaneously in a fast-paced environment.
• Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences.

Preferred/Other Qualifications:      

• 1+ years’ experience with MSP Servicing Platform.

• 1+ years’ experience in the mortgage industry preferred.        

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays

Physical Demands and Work Environment:

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations. 

The employee must be able to remain in a stationary position and or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machine, computer printer and phones. The noise level, if working on-site, is usually moderate and typical of an office environment. 

 In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.