Team Leader

Summary:

The Team Leader, Exception Handling role provides leadership support for their specific Exception Handling Supervisor/Manager. The Team Leader will help coordinate the operational and personnel development within their department. The Exception Handling Team Leader will serve as a “Subject Matter Expert” on all products and process/procedures within the Exception Handling Department. They will assist in new hire on the job training. They will also ensure that all staff is properly trained in all areas of the loan process and related applications.

Essential Job Functions:

• Assists with managing and training team members.

• Works with Operations manager on the day-to-day operations of the department. Including but not limited to distributing work, reviewing pipelines, and job coaching.

• Will help monitor pipeline flow to ensure all SLAs are met or exceeded.

• Will serve as an escalation point for Exception Handlers on their team.

• At the direction of Operations Manager will perform QC spot checks on pipeline. Will also perform phone monitoring reviews.

• Will process a pipeline of loans as needed.

• Maintain regular and punctual attendance.

 Other Related Duties:

Performs other related duties as assigned. 

Supervisory Responsibilities:

Assists with the management of staff and supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include supporting the direct manager with training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Ability to communicate effectively and professionally (both oral and written) with internal departments, vendors, and borrowers.

• Ability to handle difficult scenarios when they arise and diffuse situations accurately with a positive outcome.

• Must be dependable and responsible to work in a remote location, proficient at process flow management.

• Strong knowledge of FHA, VA, and Conventional mortgage programs.

Education and/or Experience:

• High School Diploma or GED.

• Three (3) + years of mortgage experience in a customer facing role.

• College Degree Preferred.

• Other preferred experience:

• Knowledge specific to:

  • Mortgage Documents

  • Conventional guidelines

• Proficient in MS Office.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public, preferred.

Mathematical Skills:

Basic arithmetic and ability to review fees in accordance with mortgage documents.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations: 

None required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Equal Employment Opportunity:

The Company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The Company may change the specific job duties with or without prior notice based on the needs of the organization.