Team Lead – Scheduling

Summary:

The Team Lead, Scheduling is responsible for handling a team of scheduling coordinators, taking supervisor calls when borrowers need clarity, assisting with managing reports, assisting with managing daily metrics and attend meetings, when needed. This position assists in managing scheduling coordinators to ensure they adhere to policies and procedures set forth. To help solve issues that arise in the process the Team Lead, Scheduling will be well versed in our Customer Service Standards and capable of providing timely resolution to our customers’ needs and concerns. Will effectively manage the workload to meet or exceed established scheduling goals and work with department Leadership to ensure all staff is properly trained in all areas of Scheduling including issue resolution and overcoming objections.

Essential Job Duties and Responsibilities:

• Distribute loans that are able to be scheduled to ensure SLAs are consistently met or exceeded Provide customer service that focuses on the needs of clients and our Customer Service Standards.

• Monitors pipelines, inventory, and aging of schedulable loans

• Is Proactive and goal driven, coaches the team members whenever required

• Manages team and individuals to meet / exceed quality and productivity performance. Builds and maintains high performance function; effectively manage employee performance (people management).

• Provide individual and team training as needed. Assist in design, development, and delivery of training materials that effectively train individuals to perform required tasks. Ensure teammates meet all required annual training requirements.

• Ensure adherence to all policy and procedures. Display leadership skills and establishes an inclusive and positive team-oriented work environment and treat managers, peers and subordinates with respect.

• Perform QA in accordance with department cadence

• Demonstrate integrity, judgment and ethics in daily business activity Ensure effective and updated procedure documentation is maintained for all key operational process.

• Be a role model for client service delivery and instill the culture.

• Maintain regular and punctual attendance.

• Ability to communicate effectively and professionally (both oral and written) with clients. 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.

• Comply with all company policies and procedures.

• Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position is an individual contributor with no direct reports but may provide guidance, leadership, or training to others.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Knowledge of pertinent federal, state and local codes, laws and regulations.

• Demonstrated knowledge of production metrics (Availability/Adherence).

• Demonstrated communication, telephone and organizational skills.

• Strong knowledge of FHA and Conventional mortgage programs.

Education and/or Experience:

• 3+ years’ experience in call center environment, customer service skills and mortgage industry experience.

• Associate's degree (A. A.) or equivalent from two-year College or Technical School;

Certificates, Licenses, Registrations:

None Required

Work Complexity:

Problems and issues faced are general but require analysis of FFOC’s  policies and procedures, as well as external best practices and regulations, to assess and resolve.

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.

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.

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.