Assistant ManagerFull time; ExemptLocation; Lake Zurich, IL, USDepartment: BankruptcyHybrid role: In the office 3 days/week with oversight of a team of approx. 10-20 employeesDovenmuehle Mortgage, Inc. ( Dovenmuehle ) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.General Description: Provides supervisory support and leadership to department by monitoring and prioritizing workflow, handling escalated or complex issues, and serving as an expert on the services and procedures of the department.Essential Functions and Duties:
- Oversee escalated or more complex cases and provide problem resolution leadership. Facilitate escalated issues with management and/or other departments as appropriate.
- Coordinate, monitor, and manage distribution of workflow to maximize productivity and use of resources, including handling overflow and understaffed areas.
- Identify and communicate to management issues concerning staffing, workflow, clients, procedures, etc.
- Make recommendations in hiring, firing, advancement, promotion, or any other change of status of department.
- Participate in interview and selection processes with job candidates.
- Train new employees and share knowledge and development opportunities to clarify guidelines and strengthen understanding of regulatory compliance and product knowledge.
- Work with management to set productivity goals; evaluate employee productivity against department standards.
- Monitor employee work to ensure employee professionalism, knowledge, and competency align with organizational standards; ensure department as well as regulatory requirements are strictly adhered to.
- Coach and counsel employees as appropriate; document performance and conduct issues; complete annual review process as assigned
- Prepare timely and accurate responses to all internal and external audits, compliance reviews, requests for information, etc., ensuring information is provided in accordance with organizational policy and standards as well as regulatory requirements.
- Communicate and work with Human Resources on conflict management and employee engagement issues.
- Prepare and submit departmental reports to management and to departments as needed.
- Perform quality control initiatives, review, and test quality control data, and address/correct any deficiencies.
- Assist in any special projects assigned to the department. Serve as department lead and represent the department on special projects.
- Coordinate and facilitate staff meetings.
- Assist department management in identifying, communicating, and implementing departmental standards and practices.
- Identify and facilitate learning and team-building opportunities.
- Maintain high levels of cooperation and rapport with team members to promote accurate and efficient operations and service; maintain visible presence and availability throughout the department.
- Demonstrate understanding of leadership principles through professional conduct and serving as a role model for expected standards of conduct and ethics.
- Formulate and communicate suggestions that may improve profitability and/or productivity.
- Successfully complete annual regulatory compliance training.
- Performs other related duties as assigned.
Required Qualifications:
- Bachelor's degree
- 3 - 5 years of experience.
- 1 - 3 years' experience in the mortgage industry.
- Solid PC skills: proficient with Microsoft applications and mortgage servicing platform.
- 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, including the ability to handle confidential or sensitive information with discretion.
- Ability to motivate others and serve as a role model for organizational and departmental initiatives, procedures, and values.
Preferred Qualifications:
- 3+ years of supervisory experience.
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.