Team Lead – Document Administration; On-site

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

The Team Lead Document Administration is a leadership support position. In addition to daily staff work, the Team Lead is responsible for coordinating daily work with Document Administration Management and Specialists, along with collateral custodians, on day-to-day processes.

The Team Lead Document Administration communicates heavily with vendors, custodians and servicing and originations partners to facilitate all Doc Admin requests in a timely manner.

The Team Lead Document Administration is expected to have mastered all aspects of their function and be able to think critically about the process to solve novel issues as they arise. The Document Administration Team Lead is expected to have an advanced working knowledge of all systems, investor requirements and processes. They should be able complete their workload with limited input from supervisors while acting as a resource for more junior team members.

The Team Lead Document Administration will also be responsible for updating department P&Ps and helping to create and maintain department training materials and desktop procedures.

• Requires advanced knowledge of the assigned departmental sub-team(s).
• Responsible for assisting the supervisor or managers with daily oversight and management of the respective departmental sub-team(s) – Assignments, Lien Release, Collateral (Active or Liquidated), File Center, MERS, Transaction Management, Land Transactions, Assumptions, etc.
• Day-to-Day training on the process changes for all Document Administration specialist positions.
• Coordinate and distribute reporting while measuring and accuracy of the data provided.
• Provide input and attend weekly vendor meetings to discuss issues, concerns, and questions.
• Ensure timely delivery of any daily, weekly, or monthly reporting, routing them to the appropriate parties as needed.
• Utilizing control reporting provided by the servicing system, ensure reporting of any out of standard items from the Document Administration Reporting that exceed the indicated timeframe for compliance standards.
• Administer all investor-required reporting ensuring accuracy of the data requested and timely remittance to the appropriate parties as directed.
• Work with department managers and SMEs to ensure all published policies and procedures remain current and receive annual updates, as well as updates as needed based on changes.
• Work with department managers and SMEs to create and maintain department training materials and desktop procedures, utilizing process workflows and other graphics as required to best facilitate the presentation of the material.
• Analyze ad-hoc reports to resolve escalated inquiries.
• Ensure requested documentation is accurately completed within specific task SLAs.
• Address inquiries from vendors, investors, Portfolio Managers, etc. professionally and in a timely fashion.
• Review daily task queue and exception reports to ensure completion of assigned duties within specific SLAs.
• Performs related duties as assigned by supervisor.

* These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on‑site work to perform the role satisfactorily.

• High school diploma or equivalent, required.
• Associates or bachelor’s degree preferred.
• 6 years’ experience in Document Administration in Mortgage Servicing or similar field.
• Prior year performance evaluation of 3.5 or better. (Internal candidates only)
• Direct Supervisor recommendation. (Internal candidates only)

• Compreh…