Job description
Overview:
A DAY IN THE LIFE
WHO YOU ARE
Are you self-motivated and eager to unleash your full career potential? ServiceLink is in search of a candidate uniquely qualified with the ideal blend of experience and talent to fill the position of Manager, Quality Control. The successful candidate will possess sound judgment, sharp insight, and exceptional analytical and communication skills. This role is responsible for managing all aspects of an operational team with direct oversight of both overall client satisfaction as well as compliance with regulatory, industry and account requirements. If you are confident in your ability to strengthen the reputation of trust and confidence we hold among our clients, we invite you to apply today. This is an exciting time to become a part of ServiceLink, where the demand for exceptional performance is rewarded with unlimited opportunities for rapid career progression.
A DAY IN THE LIFE
In this role, you will…
Manage the department’s Quality Control (QC) policies and procedures for processing of Valuation products- Monitor and track post-delivery revisions to develop applicable workflow changes. Coach and provide role development advice to staff
- Ensure that all steps of the QC valuation process for the department are completed accurately and within the required SLA (Service Level Agreement) timeframes.
- Maintain departmental productivity and quality goals/metrics
- Maintain compliance with State and Industry regulations including Appraisal Independence.
- Plan, develop, and implement policies and procedures to improve the operating quality and efficiency of the department
- Analyze and document business processes and problems
- Conduct departmental meetings and staff development as needed
- Coordinate with senior management to establish appropriate staffing levels, conduct interviews and hire needed staff
- Ensure appropriate escalation paths are followed
- Participate in client audits, regular performance calls, and site visits
- Meet with employees, clients, and senior management to drive engagement, performance, and client satisfaction
- Resolve Escalations/Issues and propose solutions to improve performance, productivity, and client relationships
- Manage department projects, including but not limited to weekly scheduling, Action Plans, SOPs, audits, and UAT initatives
- Have primarily responsibility for all client escalations and managing the day to day operations
WHO YOU ARE
You possess …
10+ years’ experience in real estate appraisal, bank or finance lending, AMC or mortgage industries- Prior management experience in Valuations QC, with knowledge of standard Valuation practices and procedures including:
o USPAP -role may require taking and passing of USPAP training
o BPO Standard and Guidelines
o Production and Operational Roles and Best Practices
- A confident understanding of the mortgage services industry and strong customer service skills and mentality
- Exceptional customer service, communication and writing skills.
- Ability to read, write and maintain operational reports and workflows.
- Strong attention to detail and multi-tasking abilities.
- Strong organizational skills and sense of urgency
- Superior analytical skills to proactively identify trends and make independent, sound decisions for the business
- Ability to think outside the box and present solutions to problems identified
- Superior skills with Microsoft Office, most notably Excel and Power Point
- The ability to quickly learn new skills, processes and procedures
- Manage the department’s Quality Control (QC) policies and procedures for processing of Valuation products
- Monitor and track post-delivery revisions to develop applicable workflow changes. Coach and provide role development advice to staff
- Ensure that all steps of the QC valuation process for the department are completed accurately and within the required SLA (Service Level Agreement) timeframes.
- Maintain departmental productivity and quality goals/metrics
- Maintain compliance with State and Industry regulations including Appraisal Independence.
- Plan, develop, and implement policies and procedures to improve the operating quality and efficiency of the department
- Analyze and document business processes and problems
- Conduct departmental meetings and staff development as needed
- Coordinate with senior management to establish appropriate staffing levels, conduct interviews and hire needed staff
- Ensure appropriate escalation paths are followed
- Participate in client audits, regular performance calls, and site visits
- Meet with employees, clients, and senior management to drive engagement, performance, and client satisfaction
- Resolve Escalations/Issues and propose solutions to improve performance, productivity, and client relationships
- Manage department projects, including but not limited to weekly scheduling, Action Plans, SOPs, audits, and UAT initatives
- Have primarily responsibility for all client escalations and managing the day to day operations
- Perform all other duties as assigned.
- High School diploma or equivalent; College degree preferred
- 10+ years’ experience in real estate appraisal, bank or finance lending, AMC or mortgage industries
- Prior management experience in Valuations QC, with knowledge of standard Valuation practices and procedures including:
o USPAP -role may require taking and passing of USPAP training
o BPO Standard and Guidelines
o Production and Operational Roles and Best Practices
- A confident understanding of the mortgage services industry and strong customer service skills and mentality
- Exceptional customer service, communication and writing skills.
- Ability to read, write and maintain operational reports and workflows.
- Strong attention to detail and multi-tasking abilities.
- Strong organizational skills and sense of urgency
- Superior analytical skills to proactively identify trends and make independent, sound decisions for the business
- Ability to think outside the box and present solutions to problems identified
- Superior skills with Microsoft Office, most notably Excel and Power Point
- The ability to quickly learn new skills, processes and procedures
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