Manager, eClose Home Equity & Origination Services

Overview

Are you eager to leverage your skills and experience in a dynamic new career opportunity? ServiceLink, the unrivaled leader in the mortgage industry, seeks an action-oriented individual with proven management success and the initiative to proactively resolve escalated issues to fill the position of Manager, eClose. The ideal candidate will be exceedingly motivated to conquer bold challenges and drive impactful results in a culture which promotes entrepreneurship through empowerment. If you possess strong interpersonal awareness and the motivation to lead high performing teams to new levels of success, we invite you to apply today. This is an exciting time to join ServiceLink, where the demand for exceptional performance is rewarded with meaningful and self-directed advancement possibilities.

Applicants must be currently authorized to work in the United States on a full-time basis and must not require sponsorship for employment visa status now or in the future.

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

Responsibilities

• 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

Qualifications

• 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