Team Lead l Hybrid

Team Lead I Hybrid

Full time; Non-Exempt; 37.5 hours/week; Overtime as required.

Location; Lake Zurich, IL, US

Department: Special Loans - Special Products

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description

Provides support to department representatives by monitoring and prioritizing workflow, handling escalated or complex issues, and serving as an expert on the services and procedures of the department. Reports to Supervisor, Assistant Manager, Manager.

Essential Functions And Duties

• Monitor distribution of workflow to maximize productivity, including handling overflow and understaffed areas.
• Identify and communicate to management issues concerning staffing, workflow, clients, procedures, etc.
• Train new employees, serve as a mentor, and share knowledge and development opportunities to clarify guidelines and strengthen understanding of regulatory compliance and product knowledge.
• Prepare and submit departmental reports to management as requested.
• Assist department management in identifying, communicating, and implementing departmental standards.
• Monitor and stay current in organizational policies and procedures.
• Maintain high levels of cooperation and rapport with team members to promote accurate and efficient operations and service.
• Formulate and communicate suggestions that may improve profitability and/or productivity.
• Coordinate escalated issues to management and/or other departments as appropriate.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.
  
  

Department Specific/Additional Duties

• Perform monthly check in office of all desks to ensure no loan information is visible.
• Assist with updates of desktop procedures, QC Checklists, and Policy & Procedure Handbooks as needed.
• Handle escalated issues with clients, borrowers, and other departments.
• Work with specialists to address escalated or more complex matters and provide problem resolution leadership. Coordinate escalated issues to management and/or other departments as appropriate.
• Monitor day-to-day operations to ensure team meets its required level of production.
• Maintain telephone and task servicing expectations.
• Assist with projects, reports, and tasks as assigned.
• Prepare reports as needed
• Assist with transfers and conversions.
• Backup for handling overflow of calls and tasks.
• Prepare and administer phone monitors.
• Backup to the staff and the supervisor.
  
  

Required Qualifications

• High school diploma or equivalent.
• 1 years’ experience in mortgage servicing.
• Strong knowledge of mortgage compliance and regulations.
• Solid PC skills: Proficient with Microsoft applications and mortgage servicing platforms.
• Strong analytical and problem-solving skills and attention to detail.
• Ability to handle complex, multiple tasks simultaneously in a fast-paced environment.
• Ability to coordinate multiple and changing priorities.
• Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences.
• Ability to motivate others and serve as a role model for organizational and departmental initiatives, procedures, and values.
  
  

Preferred/Other Qualifications

• MSP Servicing Platform experience.
  
  

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays
  
  

Physical Demands And Work Environment

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations.

The employee must be able to remain in a stationary position and or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machine, computer printer and phones. The noise level, if working on-site, is usually moderate and typical of an office environment.

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.