A DAY IN THE LIFE

In this role, you will…

·          Oversee the eClose Department.  The eClose Department manages both RON & iPEN processes.

·          Be responsible for staff performance, attendance, training, payroll approval, and staffing decisions

·          Assess the overall health & performance of the eClose vendor network and work with the team to improve the network’s performance

·          Grow & maintain the eClose vendor panel

·          Accountable to Maintain & Monitor expected COGS, client-level SLAs around customer satisfaction, vendor quality & any other eClose-related metrics

·          Participate in client audits

·          Keep up with industry news that may be related to eClosing and eNotary requirements

·          Identify areas for growth and improvement and implement plans to meet those needs

·          Address any escalated issues for eClosings

·          Ensure the proper adherence to any regulations related to eClose options

·          Provide departmental reporting to upper management

·          Address any escalated client, vendor, or employee related issues

WHO YOU ARE

You possess …

·          Previous management experience and title, closing or mortgage industry experience

·          High School diploma or equivalent required

·          Ability to recognize problems outside the normal mandated company, client and state regulations, guidelines and requirements

·          The ability to multitask in a fast-paced environment, especially the ability to meet tight deadlines for our clients

·          Good organizational skills, the ability to handle multiple tasks simultaneously and demonstrate good communication and customer service skills

·          Manage the eClose department for production, performance & quality.  The eClose Department manages both RON & iPEN processes.

·          Ensure all daily work is done by the Team

·          Manage workload issues across teams and propose and implement efficiency initiatives as deemed necessary

·          Develop and maintain processes and procedures for use within the department and for external vendors, as needed

·          Perform audits of employee work and make sure tasks are completed accurately

·          Responsible for coaching & counseling employees

·          Set production metrics for the department and review employee production to determine if employees are meeting the goals

·          Assist Team Members and Team Leads in resolution of issues

·          Coach and counsel team members when issues are found

·          Plan for and have appropriate staffing for month end and to cover days off, when applicable

·          Ensure team members have vacations scheduled appropriately throughout the year

·          Build and maintain employee morale

·          Monitor and approve department payroll

·          Responsible for completing annual employee reviews

·          Maintain professional relationships with eNotary vendors

·          Responsible for reviewing the performance of the eNotary vendor network and adjusting as necessary

·          Responsible for determining the discipline when it comes to vendor counseling

·          Identify areas for improvement and implement plans to address

·          Evaluate reports that depict client activity to ensure efficient team operations and client satisfaction

·          Address any escalated client, vendor, or employee related issues in a professional and timely manner.

·          Advise management of any escalated issues or concerns

·          Responsible for departmental reporting

·          Communicate & coordinate with other ServiceLink departments, as necessary, to ensure we are meeting client expectations.

·          Participate in client audits, including pre-audit questionnaires and responses

·          Make recommendations to Director for staffing levels, overtime, and movement of employees between teams

·          Interview and recommend new candidates for hiring, when needed

·          Recommend systems and process enhancements to reduce processing times and improve accuracy

·          Adhere to company policies and procedures

·          All other duties as assigned

·          High School diploma or equivalent required

·          Previous management experience and title, closing or mortgage industry experience

·          Must be able to work additional hours, if needed, to ensure completion of necessary work and success of department

·          Must be able to multitask

·          Proficiency in Microsoft Office products, including Excel, Word & Teams

·          Tech savvy and forward thinking

·          Detail oriented, efficient and organized