Job Responsibilities
Operational Management
- Oversee daily operations of a mortgage servicing team, ensuring adherence to SLA metrics (AHT, Quality, CSAT, Productivity, and Accuracy).
- Monitor loan processing, underwriting, escrow, foreclosure, or loss mitigation functions depending on line of business.
- Ensure accurate documentation and data management in accordance with mortgage regulations and client policies.
- Coordinate with cross-functional teams (Training, Quality, Workforce, and HR) to support smooth operations and business continuity.
People Leadership
- Supervise Team Leaders and agents to ensure high performance and consistent coaching.
- Conduct regular performance reviews, feedback sessions, and one-on-one discussions.
- Identify training and development needs, and partner with Learning and Development for upskilling programs.
- Foster engagement, teamwork, and accountability across the team.
Performance & Quality Management
- Track and analyze performance metrics to identify trends and improvement areas.
- Lead initiatives to enhance customer satisfaction, reduce errors, and improve first-call resolution.
- Partner with Quality Assurance to address audit findings and implement corrective actions.
- Drive bottom quartile improvement and implement PIP (Performance Improvement Plans) when necessary.
Client & Stakeholder Management
- Participate in weekly and monthly business reviews with clients and senior management.
- Address escalations promptly and ensure customer concerns are resolved effectively.
- Maintain compliance with federal and state mortgage regulations, company policies, and client standards.
Process Improvement & Compliance
- Recommend and implement process improvements for efficiency, accuracy, and customer experience.
- Ensure that all mortgage documentation, communications, and transactions adhere to regulatory and client requirements (e.g., RESPA, TILA, CFPB standards).
- Support audits and compliance checks to ensure zero non-compliance findings.
Qualifications:
- Bachelor's Degree in Business Administration, Finance, or a related field (preferred).
- Minimum 2 years of BPO experience in a mortgage or financial services account, including at least 2 years in a leadership role.
- Strong understanding of mortgage servicing processes (origination, underwriting, escrow, foreclosure, or customer service).
- Excellent analytical, leadership, and communication skills.
- Proficient in MS Office tools and CRM/mortgage servicing systems.
- Knowledge of U.S. mortgage regulations and compliance standards preferred.
- Must be amenable to work onsite in Eastwood, Quezon City
- Willingness to work Night shift
