Team Lead, VOE

Summary:

The Team Lead, Verification of Employment (VOE), is responsible for leading a team of VOE Specialists responsible for verifying employment and income information for mortgage applicants. This role ensures operational excellence, regulatory compliance, quality assurance, productivity, and exceptional customer service while serving as the primary escalation point for complex verification scenarios.

Essential Job Duties and Responsibilities:

Team Leadership & Performance Management

• Lead, coach, and mentor a team of VOE Specialists to achieve productivity, quality, and service goals.

• Monitor daily workflow, attendance, and team performance to ensure operational targets are consistently met.

• Conduct regular one-on-one coaching sessions, performance reviews, and feedback discussions.

• Support onboarding and training of new team members while promoting continuous learning and development.

• Foster a positive, collaborative, and high-performance team environment.

Operational Management

• Oversee daily VOE operations, ensuring timely completion of verbal and written employment verifications.

• Ensure team members consistently meet outbound call expectations and productivity goals.

• Monitor queues and workload distribution to maximize efficiency and turnaround times.

• Serve as the primary escalation point for complex employment or income verification issues.

Quality Assurance & Compliance

• Maintain team Quality Assurance (QA) performance of 95% or higher with zero compliance errors.

• Perform regular quality audits and provide actionable coaching based on findings.

• Ensure all verifications comply with Fannie Mae, Freddie Mac, FHA, VA, and RESPA guidelines.

• Monitor adherence to company policies regarding borrower confidentiality and data security.

• Identify compliance risks, documentation issues, and process gaps, escalating concerns as appropriate.

Documentation & Verification

• Review and validate employment verification documentation, including W-2s, pay stubs, tax returns, and employer responses.

• Ensure all documentation is complete, accurate, and properly recorded within company systems.

• Review escalated files for inconsistencies, missing documentation, or potential fraud indicators.

• Ensure strong documentation practices across the team for audit readiness.

Customer & Client Service

• Promote exceptional customer service during interactions with employers, borrowers, clients, and internal stakeholders.

• Ensure timely follow-up through phone and email communications as required.

• Resolve escalated customer or employer concerns professionally and efficiently.

Reporting & Process Improvement

• Prepare and maintain daily, weekly, and monthly operational reports using Excel and internal reporting tools.

• Analyze performance metrics, quality trends, and productivity data to identify improvement opportunities.

• Recommend and implement process improvements that enhance operational efficiency, quality, and customer satisfaction.

• Collaborate with Operations Management on strategic initiatives and special projects.

Other Job Duties and Responsibilities:

• Performs other related duties as assigned.

• Comply with all company policies and procedures.

• Maintain regular and punctual attendance.

Supervisory Responsibilities:

• This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Advanced proficiency in Microsoft Office (Excel, Outlook, Word) and familiarity with mortgage processing platforms, LOS systems, and verification tools.

• Demonstrated ability to coach, mentor, motivate, and develop team members while driving performance and accountability.

• Excellent verbal and written English communication skills with the ability to effectively interact with US-based employers, clients, and internal stakeholders.

Education and/or Experience:

• Bachelor’s Degree from a Four (4) year College or University.

• 4–6 years of experience in a Call Center, Customer Service, or Mortgage Operations environment, including at least 1–2 years in a leadership or supervisory role. Previous VOE, Mortgage Processing, or Mortgage Verification experience is strongly preferred.

Certificates, Licenses, Registrations:

• None Required

Work Complexity:

Problems and issues faced are general, and may require understanding of broader set of issues, but typically are not complex. Problems may require understanding of other job areas.  Problems are typically solved through drawing from prior experiences, with analysis of the issue.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

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 frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.

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