Operations Support Assistant

Operations Support Assistant

Location: Middletown, RI or Hybrid (Hybrid = at least 3 days in the office)

POSITION SUMMARY

Since 1983 our passion has been simple. We want to help you grow both personally and professionally. Embrace is a positive, exciting environment. It's a place where new ideas and opportunities are encouraged. A place where life-changing experiences are created. When you join our team, you'll receive the support you need to grow inside the office and out because we believe that business success and personal fulfillment go hand in hand. Maybe that's why we're such a great place to work. We realize that being successful at work is only the tip of your iceberg.

Operations Support is responsible for providing oversight and communication around certain specialized state and county housing finance programs, besides special investor programs. These HFA agencies, like the GSE's and government loan programs, change guidelines and introduce new programs or documents that require constant updating, often needing to be acted upon immediately. These changes need to be communicated in a timely manner and our internal support resources updated accordingly.

KNOWLEDGE, EXPERIENCE AND SKILLS REQUIRED

Technical Knowledge, Years of Related Experience, Skills, Licenses, and Systems Experience

1. Education: College degree or equivalent experience.
2. Experience: Prior mortgage industry experience is highly preferred, specifically, Underwriting or Loan Processing experience.
3. Skills: Strong time management and organizational skills, computer skills, ability and willingness to accept agency and investor guidelines. Detail oriented, independent thinker, strong interpersonal, problem solving and analytical skills.
4. License: N/A.
5. Systems: Proficiency with Microsoft Office Suite. Empower LOS experience is a plus.

RESPONSIBILITIES

To update/maintain and help create job aids/checklists for the educating and training of LO's, Processor's, UW's and CO's/PCA's on loan program eligibility, document updates and process changes (with the HFA or internally). This includes validating links to particular websites or items on the posted support materials are still functional. Communicate with Processors, Underwriters, Loan Officers, Closers/PCA's and certain Operations Teammates while assisting with the various program eligibility maintenance activities. To provide training information for staff that need it, plus maintain tracking annual retraining completions. To assist with annual renewal activities when necessary and tracking of maintaining HFA approval. To assist EHL management in any other projects or information gathering to further corporate goals.

TRAINING REQUIRED

Participate in additional training on sales, technology, products, procedures and pricing on an ongoing basis. Complete annual training as required by company policy and law on an annual basis in a timely manner.

SPECIFIC ACTIVITIES

Attend and participate in all Monthly Awards Ceremonies, Corporate Gatherings & Training Events. Read all newsletters and bulletins to remain current on corporate policies, procedures, and developments.

COMPETENCIES

Empowered: Operate effectively, even when things are not certain or the way forward is not clear.

Accountable: Take personal responsibility for decisions, actions, and failures and keep open to coaching, feedback and self-development.

Customer Focused: Build strong customer relationships and delivers customer-centric solutions

Collaborative: Work cooperatively with others across the organization to achieve shared objectives.

Communicative: Provide timely and helpful information to customers and teammates across the organization, verbally or in writing.

Tech Savvy: Adopt new technologies with a sense of vigor and excitement.

MEASUREMENTS OF SUCCESS

Effective communication with all departments

Ability to easily adapt to situations to assess the needs of each department

Customer Satisfaction

WORK ENVIRONMENT AND DEMANDS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: Office

Possible Work Hazards: Minimal

Physical Demands: Light

This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees are expected to perform tasks as assigned by supervisory personnel, regardless of job title or routine job duties.

Embrace Home Loans is an Equal Opportunity and ADA compliant Employer, committed to diversity in the workplace.