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Loan Processing Supervisor

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

PHH Corporation Mount Laurel, NJ

Company
PHH Corporation
Job Classification
Full Time
Company Ref #
16-0655
Location
Mount Laurel, NJ
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
High School Diploma or GED
AJE Ref #
575869778

JOB DESCRIPTION

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

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
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

Requirements
EDUCATION / EXPERIENCE
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

KNOWLEDGE, SKILLS, AND ABILITIES
* 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

TRAINING / LICENSING REQUIREMENTS
* NMLS license preferred

CORE COMPETENCIES
* 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)

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

PHYSICAL DEMANDS

OTHER REQUIREMENTS

TRAVEL / WORK SCHEDULE
* 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