Seterus, Inc. is seeking a Correspondence Team Lead who supervises and coordinates a combination of activities performed by the escalated team in the CGA department. This includes review of correspondence responses; resolving escalations, whether written or verbal; staff oversight and development; root cause analysis and resolution tracking; workflow oversight; and other related functions. ESSENTIAL FUNCTIONS: 1. Performs or supervises all personnel and functions related, but not limited to, the resolution of borrower escalations. 2. Reviews proposed correspondence responses for accuracy, completeness and tone to ensure compliance, limit company exposure and provide a satisfactory borrower experience whenever possible. 3. Evaluates current processes and makes or recommends changes to increase production and streamline workflow. 4. Creates and/or reviews daily, weekly and monthly reports and performs or evaluates internal control testing and audits to ensure accurate and timely completion and resolution. 5. Act as a liaison with other departments and coordinates inter-department workflow as needed for all issues pertaining to escalations. 6. Coordinates special projects as needed. 7. Oversees staff training and assists in career development by providing counseling and feedback. 8. Reviews and updates department procedures, letters and reports for relevance and accuracy. 9. Recommends and submits programming requests as needed, including follow-up and testing. 10. Conducts department and staff one-on-one meetings to communicate issues, changes, company business and progress (department as well as individual) toward meeting goals. 11. Photocopies, types, files, faxes and performs other clerical duties as assigned. GENERAL SKILLS AND ABILITIES: 1. Extensive knowledge of personal computers using Microsoft Word, Access, Excel, and Outlook. 2. Ability to read and interpret legal documents and contractual agreements. 3. Ability to learn and operate in-house computer systems and a variety of vendor software applications. 4. Skill to type 50 words per minute, and proficient with 10-key calculator. 5. Ability to operate general office equipment (photocopier, fax, phone, etc.). 6. Ability to handle multiple tasks and deadlines with attention to detail. 7. Excellent organizational skills. 8. Effective project management skills. 9. Ability to supervise staff. COMMUNICATION SKILLS: 1. Effectively communicate with co-workers, peers, and management through written and verbal communication. 2. Professionally communicate with internal and external customers, vendors, and other third parties in a timely manner. 3. Excellent writing, spelling, grammar and editing skills. 4. Ability to identify and resolve problems in a tactful manner. 5. Effective and creative negotiation skills. 6. Ability to deal effectively with performance problems. 7. Ability to motivate, coach, and train staff. MANAGEMENT RESPONSIBILITIES: 1. Ability to supervise several staff, ensuring projects are completed timely and accurately and staff is adequately trained and motivated. 2. Effectively interview and hire qualified candidates. 3. Evaluate and recommend promotions and salary increases in accordance with company standards and timelines. 4. Handle disciplinary actions in accordance with company policies. 5. Establish specific, attainable, and measurable goals for staff and provides on-going feedback on performance. MINIMUM QUALIFICATIONS: 1. High school diploma or equivalent. 2. 1 – 2 years supervisory experience. 3. Minimum five years of related mortgage-servicing experience (i.e., real estate law, origination, servicing or combination thereof). SPECIAL REQUIREMENTS: 1. Ability to work overtime, holidays and weekends as required by the job or requested by management. 2. Some travel occasionally may be necessary.
- High School Diploma/GED
- At least 1 year experience in supervisory experience
- At least 5 years experience in related experience or combination of education and experience or, in the alternative, legal experience
- Readiness to travel 10% travel annually
- English: Fluent
- At least 2 years experience in supervisory experience
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
IBM - 21 months ago
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International Business Machines Corporation (IBM), is an information technology (IT) company. s major operations include Global Technology...