EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Category Operations Description WHO WE ARE:Xactus (pronounced Zac-tus') is the leading verification innovator for the mortgage industry. We have over 6,500 clients ranging from the largest bank and non-bank mortgage originators to credit unions and mortgage brokers. With 12 operation centers across the U.S., Xactus works closely with our clients to digitally integrate a 360 approach to verification across their workflows. As a result, lenders can easily access the technology necessary to meet consumer demands for a modern mortgage experience with industry-leading speed, reliability, and accuracy - while also closing more loans more quickly with greater profitability.We provide a friendly work environment while also providing many opportunities for you to enhance your skills. We have a top-notch financial leadership team who prioritizes building talent. If you are curious and searching for a change that will be fun and rewarding, please reach out to us! We would love to have you on our team!WHO YOU ARE:You are a career-minded, driven individual who is looking for a position that challenges you and supports your professional development.THE BENEFITS WE OFFER:A friendly, supportive environment which is highly rated by Xactus employees. Feedback from our employees says: 'The people I work with treat each other with respect,' 'I feel accepted by my coworkers,' and 'The person I report to cares about me as a person.'Xactus offers medical, vision and dental insurances, bonus programs, fitness reimbursement and other healthy life-style programs through our benefits carrier, 401k plan with a company match, short and long-term disability, life insurance, accident and critical illness insurance, health savings account, flexible spending account, employee assistance program, legal services, employee discounts, paid time off and more.SUMMARY:The Verification of Employment Department Manager is responsible for overseeing the daily operations of the VOE team, ensuring that employment verifications are conducted efficiently, accurately, and in compliance with industry regulations. The manager will lead, train, and motivate the team to meet service-level agreements (SLAs) and deliver outstanding customer service to clients. This role also involves developing processes to improve productivity, managing performance, and collaborating with other departments to ensure the highest level of service delivery.This is a full-time position, Monday - Friday with hours from 9:00am to 5:30pm EST. The targeted compensation range for this position is $62,000 - $75,000, but compensation is commensurate with experience.Equipment will be provided.ESSENTIAL FUNCTIONS:The following is a list of essential functions, which is subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function based on business needs or at its sole discretion.ESSENTIAL DUTIES AND RESPONSIBILITIES:Team Leadership and Management:
- Manage, lead, and mentor the VOE team, ensuring high levels of productivity and performance.
- Conduct regular one-on-one meetings and performance reviews with team members, providing constructive feedback and development opportunities.
- Foster a collaborative and positive work environment that encourages professional growth and team cohesion.
Operational Oversight:
- Ensure that all VOE requests are processed accurately, efficiently, and within agreed SLAs.
- Develop, implement, and improve processes to enhance workflow, productivity, and accuracy.
- Monitor and manage departmental workload, including balancing resources and priorities based on client demand.
Quality Assurance and Compliance:
- Ensure compliance with all federal and state regulations governing verification of employment.
- Conduct periodic quality audits to ensure accuracy, timeliness, and adherence to internal processes.
- Identify and mitigate risks related to employment verification operations.
Client Relations and Support:
- Serve as a point of escalation for complex verification issues or client concerns.
- Collaborate with the Sales and Client Support teams to address client needs, manage expectations, and ensure high levels of client satisfaction.
- Provide insights and recommendations to improve customer service and operational efficiency.
Data Management and Reporting:
- Maintain accurate records and generate regular reports on department performance, including SLAs, turnaround times, and error rates.
- Use data to identify trends, performance gaps, and opportunities for process improvements.
Training and Development:
- Develop and deliver training programs for new hires and ongoing training for existing team members.
- Stay up-to-date on industry trends, tools, and regulations related to VOE processes and ensure the team is fully informed and compliant.
Continuous Improvement
- Drive continuous improvement initiatives across the support function, identifying opportunities to enhance processes, reduce support costs, and improve service quality.
- Utilize customer feedback, support analytics, and industry trends to implement changes that drive higher efficiency and customer satisfaction.
- Lead projects aimed at automating repetitive tasks and reducing manual effort, allowing the team to focus on more complex issues.
Position Requirements QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION AND/OR EXPERIENCE:
- At least one to three years of relevant team leadership experience
- At least one to three years of relevant customer service experience
- High School diploma or equivalent
SKILLS AND COMPETENTCIES:
- Strong knowledge of the mortgage verification process, including regulatory and compliance requirements.
- Proven leadership and team management skills with a focus on performance improvement and employee development.
- Strong problem-solving skills and ability to make data-driven decisions.
- Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and internal teams.
- Proficiency in using mortgage verification systems and tools, as well as standard office software.
WORKING CONDITIONS:
- Remote position, therefore highspeed internet is required along with quiet, distraction-free environment conducive to continuous work.
- May require flexibility in hours.
PHYSICAL DEMANDS:Xactus promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. Please contact your supervisor with questions regarding the physical demands of this position.
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- Lifting/carrying up to 10 lbs.
- Manual dexterity for computer work
- Speaking, hearing and vision are required to perform essential functions.
ADDITIONAL INFORMATION REGARDING EMPLOYMENT WITH XACTUS:If applying for a position at Xactus, candidates must be a resident of the United States, and should be authorized and eligible for employment in the United States. Xactus does not provide visa sponsorship at this time.If hired to work at Xactus, employment is contingent upon successful completion of required background checks and pre-employment drug screening.Full-Time/Part-Time Full-Time Shift Days CityNumber of Openings 1 Exempt/Non-Exempt Exempt Req Number OPE-24-00015 Open Date 10/16/2024 Location Remote- All This position is currently accepting applications.