Overview

Position Summary

Mortgage Connect is on a mission to create simple solutions to the mortgage servicing document generation process, We’re seeking a Document Specialist Manager to help guide us in our quest. As a member of our team, you will directly oversee and manage associates, on-boarding clients and the pipeline of orders for Lien Release and Assignment of Mortgage preparation. This includes, but is not limited to, the following: data input, document management, vendor oversight, client communication, and pipeline monitoring to ensure established Service Level Agreements (SLAs) are being met.

As the Document Specialist Manager, you will be the primary stakeholder and ultimately accountable for the performance standards of the document generation team. Maintaining our culture of respect, carry a positive attitude even during the most challenging and/or dynamic situations, and execute Mortgage Connect’s mission to create the Best-in-Class document operation supporting the mortgage servicing industry.

Essential Duties and Responsibilities

• Acts as the subject matter expert (SME) for preparation of documents and overall processing of document order pipeline.
• Monitoring the status of incoming and outgoing orders and products.
• Exceptional time-management, hands-on contributor who collaborates well with others to create the best solutions for the company.
• Ensure that all steps of the Vendor Operations process are documented completed accurately and within the required SLA (Service Level Agreement) timeframes.
• Review and respond to system messages from partners and clients within established SLA’s.
• Responsible for client communication including timely responses and issue resolution.
• Adheres to all established policy and procedures set forth by the company to ensure efficient workflow within established standards and industry guidelines.
• Effectively communicates routinely and openly with manager and team members regarding issues, conflicts, and concerns as they arise.
• Diagnoses problems identified through telephone and electronic communications with service providers and addresses or escalates to the appropriate stakeholders as needed.
• Completes UAT (user acceptance testing) for specific workflow enhancements/changes as needed.
• Maintain a positive attitude and professional demeanor when working with clients, vendors, or internal staff.
• Develop and maintain SOPs that are client specific policies and procedures
• Monitor and approve department payroll
• Monitor the participation in training of staff members
• Participate in the system enhancement signoff process
• Review and evaluate staff performance
• Monitor and review employee time and attendance and conduct employee counseling sessions with Human Resources and recommend discipline as required
• Participate and make recommendations in the employee selection process
• Identify, promote, and develop employees to team leader and account executive positions
• Review and signoff on authorized items
• Act as a leader within the company
• Performs other duties as defined and needed.

Qualifications

• 3 years’ experience management experience in the document preparation and recording,
• High School diploma or equivalent
• Knowledge of real estate title searching
• Must possess good organizational skills, ability to handle multiple tasks simultaneously and demonstrate good communication and customer service skills
• Knowledge of personal computers and Microsoft software products

Language Skills

• Excellent written and verbal communication skills
• Ability to read, analyze and interpret common technical reports, and documentation
• Present information to executive and senior management teams, sales department, internal groups and/or clients

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.
• The noise level in the work environment is usually moderate

All onboarding employees will be required to complete a pre-employment background check and drug screening.

We are an Equal Opportunity employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws. Mortgage Connect is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR@mortgageconnectlp.com