Supervisor ll - Hybrid

Job Description

Job Description

Supervisor II - Hyrbid

Full time; Exempt  

Location; Lake Zurich, IL, US

Department: Claims/REO

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description: 

Provides supervisory support to the department by monitoring and prioritizing workflow, handling escalated or complex issues, and serving as an expert on the services and procedures of the department. Reports to Assistant Manager.

Essential Functions and Duties:

•    Work with representatives to address escalated or more complex cases and provide problem resolution leadership. Coordinate escalated issues to management and/or other departments as appropriate.

•    Coordinate and monitor distribution of workflow to maximize productivity, including handling overflow and understaffed areas. 

•    Identify and communicate to management issues concerning staffing, workflow, clients, procedures, etc.

•    Participate in interview processes with job candidates.

•    Train new employees, serve as a mentor, and share knowledge and development opportunities to clarify guidelines and strengthen understanding of regulatory compliance and product knowledge.

•    Work with management to set productivity goals; evaluate employee productivity against department standards.

•    Monitor employee work to ensure employee professionalism, knowledge, and competency align with organizational standards; ensure department as well as regulatory requirements are strictly adhered to.

•    Coach and counsel employees as appropriate; participate in the annual review process as assigned.

•    Assist managers with tracking attendance, payroll administration, and other HR-related administrative tasks.

•    Prepare and submit departmental reports to management as requested.

•    Review quality control data and address/correct any deficiencies. 

•    Successfully complete annual regulatory compliance training.

•    Performs other related duties as assigned. 

Required Qualifications: 

•    High school diploma or equivalent.

•    3 - 5 years’ experience in mortgage servicing.

•    Strong knowledge of mortgage compliance and regulations.

•    Solid PC skills: Proficient with Microsoft applications and mortgage servicing platforms.

•    Strong analytical and problem-solving skills and attention to detail.

•    Ability to handle complex, multiple tasks simultaneously in a fast-paced environment.

•    Ability to coordinate multiple and changing priorities.

•    Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences, including the ability to handle confidential or sensitive information with discretion.

•    Ability to motivate others and serve as a role model for organizational and departmental initiatives, procedures, and values.

Benefits: 

•    Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.

•    Employer paid Life Insurance, Short Term Disability, and Long-Term Disability. 

•    401 (K) Plan with company match

•    Paid Vacation, Sick, Personal and Holidays

Physical Demands and Work Environment:

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations. 

The employee must be able to remain in a stationary position and/or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machines, computer printers and phones. The noise level, if working on-site, is usually moderate and typical of an office environment. 

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.