Mortgage Processing Manager

2 days ago Be among the first 25 applicants

This range is provided by Digital Risk. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$80,000.00/yr - $90,000.00/yr

Digital Risk’s mission to Make Mortgages Safe relies on the perfect blending of human experience and state‑of‑the‑art technology to serve its workforce and clients.

Digital Risk’s 1,500+ team members make us one of the largest mortgages outsource providers in the U.S., supplying appraisal and mortgage processing, underwriting and closing to the largest banks and loan originators.

The Processing Manager's primary responsibilities include guiding the Processors to daily, weekly and monthly production goals, while ensuring the level of expected service, quality and integrity of the loans are maintained. The Processing Manager will be responsible for one‑on‑one mentoring sessions with the team members to instill awareness of the team member’s goals, any challenges or areas of focus, and ensuring opportunities are addressed with a plan identified for success.

The Processing Manager will serve as a communication liaison to ensure that changes are effectively communicated to their team members and as an escalation path for membersatisfaction and/or scope clarification or changes. Candidates must possess a strong sense of urgency with an ability to work in a team environment, maintaining excellent organizational, communication, and PC skills.

• Manage team consisting of 10‑15 Jr. Processors and Processors
• Monitor and send daily production emails with quality/production tips, current production challenges, plans to maintain Service Level Agreements, etc.
• Motivate and lead team to success using recognition, teambuilding activities and positive reinforcement
• Set and manage to production, quality and customer service expectations
• Handle and triage all customer service‑related items/issues including Complaint Tracking Resolution/VOICES survey/etc.
• Daily funding calls to solicit feedback from Clients on the HE experiences
• Pipeline Management to ensure SLA metrics are met each day and loan assignment is compliant with licensing requirements
• One‑on‑One mentoring, weekly or as needed, for team members who are not meeting the production and/or quality expectations (inform Unit Manager of any recurring performance issues, develop action plans to address)
• Document all One‑on‑One coaching sessions to identify and track improvement
• Hold daily/weekly huddles to discuss results from previous days, changes, etc.
• Function as a SME and lend assistance for questions and scenarios
• Ensure trends are provided to Unit Manager for implementation of job aids, training tool updates, etc.
• Maintain current knowledge of client scope requirements and processes
• Assist in resolving processing issues or customer escalations as they arise
• Assist Processors in understanding underwriting decision and conditions
• Monitor and approve timecards in ADP
• Address personnel issues with guidance from Unit Leader and Human Excellence team
• Complete performance reviews
• Ensure no Personal and/or Proprietary Information (PPI) is present in team area

• Manage team members to deliver a consistently exquisite experience for the client’s customers by meeting customer satisfaction objectives, including timely and compliant welcome, approval, closing, and weekly contacts, meeting loan closings based on original requested close date, meeting target turn times established for refinances, and managing that pipelines do not exceed specified age range
• Manage risk and quality by ensuring team members are compliant when speaking to customers and 3rd parties, as well as ensuring In‑line QC and post‑closing audit results are within established targets
• Manage daily productivity of the team to achieve monthly funding and final dispositions established
• Document monthly conversation with team members, as well general huddles held, and/or specific feedback/direction given to the team member
• Demonstrate a commitment to diversity and model behaviors which value each individual for their unique contribution and…