Client Services Supervisor - U.S Mortgage

Job Description:

The Client Services Supervisor is accountable oversight of the Client Services team during the nightshift, a group which is responsible supporting order fulfillment for U.S. based Mortgage Appraisal Operations. The Client Services Supervisor will leverage their own experience and learned techniques to ensure the Client Services team is performing at top levels and managing workload within SLA while exceeding KPI Expectations (Quality & Speed based). The Client Services Supervisor will also evaluate the consistency, accuracy and completeness of the work completed by the Client Services team through routine audits and will also support the team with side by side working sessions.

• Monitor the nightshift Client Services team to ensure the team is productive and is following all policies and requirements.
• Notating performance, compliance, or attendance issues to the Senior Manager of Client Services.
• Supporting the team by answering questions, escalating questions that raise uncertainty to appropriate support resources.
• Educate all Appraisal Support Specialists & Vendor Relations Specialists on best practices in terms of researching answers independently while and doing so real time as a support resource whenever necessary.
• Perform daily sample audits of reviewed files by function to determine if process is being followed, potential for process improvement or knowledge/performance gaps.
• Direct traffic to ensure all available resources are being utilized maximally and in a manner that keeps performance within designated SLAs.
• Capture all coaching and learning moments within specified knowledge libraries.
• Become intimately familiar with and a subject matter expert in all core responsibilities of Appraisal Support & Vendor Relations Specialists.
• Reserve 75% minimum of each shift for production.
• Promote a social environment whereby questions are asked when uncertainties surface.
• Perform additional duties as required by the Senior Manager of Client Services or other leadership.

General Requirements:
 Fluency in English and excellent written and verbal communication skills. (Required)
 Proficient in Microsoft Office Suite or related software. (Required)

Excellent organizational skills and attention to detail. (Required)
 Understanding of SaaS operating models and order management practices. (Required)
 Deep knowledge of the Appraisal Management Process. (Required)
 Extensive experience with customer service, pipeline management and client facing activities. (Required)
 Related experience relevant to Residential Mortgage lending operations. (Required)
 Meticulous attention to detail for identifying errors and omissions. (Required)
 Experience with supervising moderately sized groups. (Required)
Education:
 Minimum Requirement: Master’s Degree or MBA
 Preferred: Master’s Degree or MBA

Who you are:
 Future leader with a go-getter mentality that does constantly lives in a state of proactivity.
 Passionate individual who truly wishes to make a positive impact within a rapidly growing organization.
 A deep need to understand the why and not just the how.
 Inquisitive by nature, always asking questions to learn about the industry, process, and product.
 Always willing to roll up your sleeves and do the jobs that no one else wants to do.
 Analytical mindset with a thirst for solving unique and challenging problems.