Operations Supervisor

Description

Summary

The Supervise, Customer Advocates will manage a staff of existing and new personnel. This individual will coordinate the operational and personnel issues within the operations and serve as an escalation point for Customer Advocates to help solve issues that arise in the process to purchase loans. He/She will effectively manage the work load to meet or exceed established service levels and work with department managers to ensure all staff is properly trained in all areas of Correspondent Lending. The supervisor will also perform quality reviews of Customer Advocates performance for existing and new staff.

Essential Job Functions:

• Responsible for maintaining Customer Advocate hours and timecards for local and remote staff
• Monitor file flow to ensure SLA's are consistently met or exceeded.
• Ensure loans are purchased in compliance with all federal and state regulations
• Monitor work load and redistribute when necessary to maintain established service levels and ensure a positive customer service experience.
• Monitor and distribute daily, weekly and monthly production scorecards and quality review reports
• Perform sporadic QC spot checks on individual pipelines and provide feedback to staff
• Coordinate weekly pipeline review sessions with each employee
• Serve as escalation point for issues/concerns which need immediate attention.
• Conduct weekly Customer Advocate Meetings with entire staff

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

• Supervises employees who generally perform the same work or similar work/task
• May occasionally do the work of those supervised
• Has HR responsibilities for direct reports

Education and/or Experience:
Bachelors Degree from a Four (4) year College or University; or one (1) to two (2) years related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Customer Service Relationships:

Anticipates customer needs and regularly motivates or influences others to deliver customer service excellence. May troubleshoot highly sensitive or confidential issues. Personally ensures problem resolution. Identifies barriers to effective customer service and sets customer service standards. Establishes a customer feedback system and holds self-accountable for customer service excellence within the department.

Work Complexity:

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

Work Environment:

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.

Employer’s Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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