Supervisor Managed Services, Mortgage Service

Job Family:

Financial Account Specialist

Travel Required:

None

Clearance Required:

Ability to Obtain Public Trust

The Mortgage Processing Supervisor is responsible for overseeing the daily operations of the USDA mortgage services team. The Supervisor is an extension of a client’s business office staff. This position is responsible for developing, implementing, managing and meeting or exceeding the Operational goals of our clients and Company. This may include overlapping related business activities. This position will follow and ensure that client policies and procedures are followed and will also perform any and all job-related duties as assigned.

Essential Job Functions:

• Provide daily workload management and supervision Specialists

• Perform QA reviews of team performance on an ongoing basis

• Conduct weekly team meetings to ensure the ongoing understanding of client and company priorities and expectations

• Ensure specialist and project compliance as well as adherence to company/client standards and communicate issues of non-compliance to Operations Manager

• Monitor specialist performance to ensure they meet or exceed established productivity, process, and compliance goals

• Monitor specialists’ attendance and punctuality

• Support on-going professional development and continuous improvement for specialists, including development of and updates to program resources and providing individual coaching, feedback, and monthly performance reviews

• Conduct disciplinary counseling including performance improvement plans as required

• Complete annual evaluation of staff

• Review, analyze, and report metrics to understand call volume, call disposition, average handle time, etc. and recommend enhancements to metrics as needed

• Identify and communicate trends and issues to Operations Manager, additional Project Leaders & Client

• Perform other duties, tasks, and special projects as assigned including but not limited to:

• Providing back-up support to Specialists

• Works with management in developing new policies and procedures

• Promote teamwork and a positive work environment

• Possible travel

What You Will Need:

• Experience managing/supervising a team of at least two

• Requires a university degree and 5 years of prior relevant experience. (Relevant experience of 9 years may be substituted for formal education or advanced degree)

• PC skills in a Windows environment.

• Knowledge and utilization of desktop applications.

• Ability to initiate and follow through on projects and work independently.

• Working knowledge can be of the following: mortgage industry experience, application review and processing, customer-service related responsibilities.

• Strong written and verbal communication skills.

• Ability to review, interpret, and make actionable recommendations based off data and analytics

What Would Be Nice To Have:

• CRM experience

#LI-DNI

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com.  Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse.  Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.