Operations Team Lead, Field Services

Overview

Are you ready to take your career to the next level? ServiceLink, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage default, banking, vendor management or real estate industry, to join our team as a Operations Team Lead. The ideal candidate will have experience in property management. The ideal candidate will also have the ability to provide training and process improvement suggestions to team members, and enjoy auditing processes and employee work to ensure accuracy and efficiency.  

Applicants must be currently authorized to work in the United States on a full-time basis and must not require sponsorship for employment visa status now or in the future.

A DAY IN THE LIFE

In this role, you will…

·        Designated SME and point of contact for team and other departments both internal and external.

·        Handle escalated calls and/or emails to and from vendors, clients, third parties and internal departments.

·        Assist Management with setting the standards for team expectations and shared team goals.

·        Perform process and production audits.

·        Lead trainings with team members as needed.

WHO YOU ARE

 You possess …

·        High School diploma or equivalent preferred.

·        Mortgage Servicing, Default Servicing, Portfolio Management, National Real Estate Management, and/or Pre-Foreclosure knowledge/experience (Preferred)

·        Proven customer service/communication skills.

·        Excellent verbal and written communication skills.

Responsibilities

·        SME for team members.

·        Manage and resolve client escalations

·        Responsible for escalated calls

·        Attend/participate in client calls as requested by Management

·        Field escalated calls and emails from internal and external sources

·        Assist with the creation of new procedures and training processes

·        Making and receiving calls to and from vendors, clients, third parties and internal departments

·        Conduct regular audits to provide necessary and productive feedback to team members and management.

·        Assistance with any bid processing functions as needed

·        This role is NOT responsible for providing or communicating corrective action to staff

·        Preform all other duties as assigned by management.

Qualifications

·        High School diploma or equivalent preferred.

·        Practical office experience.

·        Proven customer service/communication skills, as this is a customer facing role.

·        Must be able to use and have computer skills and be proficient in the Microsoft software products.

·        Basic knowledge of mortgage terms. (Preferred)

·        Property Management, Construction, REO, and/or Property Insurance experience (Preferred)

·        Mortgage Servicing, Default Servicing, Portfolio Management, National Real Estate Management, and/or Pre-Foreclosure knowledge/experience (Preferred)

·        Contract Administration, Scope of Work/Service Line Agreement Compliance (Preferred)

·        Polished decision making and critical thinking skills.