Investigate, collaborate, and maintain the Customer Service policies and procedures for the extension of mortgage loans that confirm to bank and industry standards. o See improvements to processes and drive the implementation of those improvements with a focus on compliance and efficiency. o Review, respond, and develop resolutions for compliance related findings for Customer Service while serving as first line subject matter expert for daily loan scenario questions. o Interview, hire, train, coach, evaluate unit team members from Branch Customer Service for optimal performance of the team and track performance. o Ensure quality and production goals are met, monitoring workflow levels and redeploying resources as required. o Monitor and maintain established operations turn time and quality standards across handling and processing customer requests o Foster team-oriented relationships with internal customers (credit, collections and Central Retention units) to ensure optimal communication.
o Stay abreast of changes related to the mortgage Service industry changes related to the mortgage department and suggest changes to processes for providing industry benchmarking services to customers o Ensure consistency with main agreed SLA adherence ,monitoring branch service efficiency ,operations policies, procedures and workflow, while maintaining market specific practices necessary for competitive edge. o Seek out current technology options for increased quality and efficiency for improved customer experience o Ensure nil critical and repeated audit observations as well as nil open customer complaints beyond defined time lines o Monitoring Loan closure process and document handover o Review operational scorecards to determine root cause of exceptions and detect trends. Identify training opportunities, potential system or process enhancements, and performance development needs