Loan Processing Supervisor

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POST DATE 8/13/2016
END DATE 12/3/2016

PHH Corporation Mount Laurel, NJ

Mount Laurel, NJ
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
High School Diploma or GED


Provide leadership to a team of Loan Processors and Processing Assistants. Ensure high staff productivity and morale through training, coaching and leadership.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
* Meet or exceed pre-established standards for the team which include closing and service, quality, and turnover
* Provide regular coaching to employees on their phone performance, customer service, and processing skills in order to insure that PHH is providing best-in-class service to its clients
* Assure employees are receiving necessary training (technical and customer service) to meet team objectives and to continuously improve
* Document performance concerns and work with Human Resources to effectively manage poor performers
* Provide technical expertise and direction to the team regarding loan programs and underwriting guidelines in order for the processing team to deliver outstanding customer service
* Motivate team to produce required service results expected by both the borrowers and third party clients
* Analyze the team s phone measurements to insure client calls are being answered in a timely manner
* Monitor pipeline status and pull through rates for each Loan Processor on the team
* Set goals for individual team member performance as well as the team s performance and meet daily with the team to track the team s success
* Support the team in providing timely full resolution for escalated service issues and loan deficiencies by offering alternatives and working with the appropriate support departments to solve customer issues in a timely manner
* Responds to quality deficiencies identified through audits and investor feedback
* Works with peers and Senior Management to develop the necessary training and actions to ensure deficiencies are addressed in a timely manner
* Works with third party clients and internal departments to exhaust all alternatives before notifying a borrower s loan has been declined
* Work with internal departments such as sales and credit risk to insure that loans are processed efficiently though the appropriate process
* Review staffing constraints that may compromise our ability to meet objectives and make recommendations to Senior Management in order to solve these issues as they arise
* Disseminate company initiatives, investor updates, goals, and process changes to the team
* Responsible for procedure and scripting maintenance to ensure process standardization guidelines are followed
* Drive recommendations to senior leadership for process improvements, system enhancements, personnel changes, etc
* Participate in department projects to improve the customer experience as needed
* Establish and maintain records for employee performance to assist in MBO evaluations and administering annual performance reviews. Assist in interviewing and hiring potential new hires

To perform this job successfully, an individual must have the following education and/or experience:
* High school diploma or equivalent required
* Bachelor s degree preferred
* Prior experience must include client/customer contact via phone
* Minimum of three (3) years of experience as a successful mortgage loan processor
* Minimum of three (3) years of experience in a financial services role OR three (3) years recent experience in a management and or supervisor role leading a minimum of 10 people, preferably in a financial service setting, is required
* Must have both mortgage processing/financial services experience and previous supervisory/management experience is preferred

* Experience working in a customer facing, time sensitive, service oriented environment required
* Thorough understanding of the mortgage transaction (including regional and source of business specifics) and thorough knowledge of processing requirements for all loan products required
* Must be comfortable working in a fast pace, market driven work environment and have ability to prioritize tasks and assignments
* Must have excellent organization and communication skills (written and verbal) and good presentation skills. Must be able to communicate effectively to all organizational levels
* Proven team building skills, coaching skills and leadership skills are required

* NMLS license preferred

* Behaves as a Leadership Role Model
* Builds Strong Working Relationships
* Drives and Delivers Exceptional Results
* Customer/External Focus
* Builds and Motivates a High Performing Team (people leaders only)

* Strong computer skills including proficiency in Word, Excel and Outlook, as well as navigation of windows-based systems



* Must be available to work flexible scheduling options, including late night and overtime shifts

* Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.


PHH is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status