Position purpose

The purpose of this position is to lead the team of Account Management technicians to resolve PRMI’s IT questions/needs in a timely manner, to ensure the quality of work being completed, and to ensure that all shifts are covered including the on-call rotation.

Responsibilities/Duties/Functions/Tasks

Adjust schedules as needed to ensure coverage during business hours

·Document standard practices

·Train team members on standard practices

·Perform quality checks on calls/cases to ensure SOP’s are being followed

·Provide feedback to team members to aid in their development/growth

·Handle escalations from Account Management team members

·Ensure SLA’s are met

·Assist in achieving IT OKR’s

Qualifications

·Strong communication, analytical, and problem-solving skills

·Excellent writing and editing skills

·Ability to effectively and professionally handle difficult situations that arise

·Ability to multi-task

·Strong organizational skills and attention to detail

·Strong supervisory and leadership skills

·Ability to prioritize tasks and to delegate them when appropriate

·Ability to function well in a high-paced and at times stressful environment

·Knowledge of Office365 applications & troubleshooting (i.e. Word, Excel, Outlook, PowerPoint, etc.)

Supervisory responsibilities

·Recruits, interviews, hires, and trains new staff

·Oversees the daily workflow of the Account Management team

·Provides constructive and timely performance evaluations

·Documents problems so management can discipline employees

·Approve timecards

Preferences

·Extraordinary attention to detail

·Ability to work and to deliver content under tight deadlines

·Ability to work independently

·Ability to coach team members and provide a good example

Company Conformance Statements

In the performance of assigned tasks and duties all employees are expected to conform to the following:

§Review and adhere to policies and guidelines contained within the Employee Handbook, including privacy and information security guidelines.

§Act within delegated authorities and adheres to applicable policy and procedures associated with such authorities.

§Contribute to establishing a respectful workplace where diversity is critical to innovation and growth.

§Ensure every action and decision is aligned with PRMI values.

§Partner with your management team to understand performance expectations and measurements. Effectively utilize feedback and coaching opportunities while seeking to learn and develop within your role at PRMI.

§Realize team synergies through networking and partnerships across PRMI.

§Embrace change; act as advocate and role model, promoting an approach of continuous improvement.

§Maintain a high standard of customer care while actively listening to customers in an effort to understand their views and needs. Take ownership of problems and issues, taking into consideration the breadth of PRMI competencies in providing solutions.

§Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

§Work effectively as a team contributor on all assignments.

§Perform quality work within deadlines.

§Respect client and employee privacy.

Work Requirements

Each employee must be able to communicate clearly and effectively, utilize a computer, maintain a work schedule, and effectively perform in an office setting. To maintain and ensure secure privacy of borrower (and other protected) information, an essential function of this job may require physical attendance in a defined office space. (i.e. branch or corporate office location). Employment with PRMI requires compliance with and adherence to all applicable mortgage and fair lending laws and regulations as well as PRMI policies. The ability to work extended hours may be required.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.