Mortgage Specialist Manager
Current• Manage a high volume of incoming calls (more than 300 daily) while maintaining professionalism in customer service• Assist with various IT issues, involving virtual machines• Process customer inquiries regarding status of loan application processing and closing documents• Track employees’ performance metrics related to task completion• Identified areas of process improvements for program policies and procedures• Maintain professional working relationships and prompted open lines of communication with staff• Negotiate terms of mortgage loans with borrowers to ensure optimal satisfaction with product offerings• Collaborate with other Department-Heads across multiple departments to guarantee timely completion of transactions• Advise customers on appropriate products based on their individual needs and goals • Generate weekly and monthly reports detailing progress towards established targets• Uphold compliance with all local, state, federal laws and regulations pertaining to the mortgage industry• Organize work schedules, ensuring job tasks were effectively assigned and completed properly• Provide Employees with guidance in handling difficult problems or in resolving escalated complaints and disputes• Work directly with human resources regarding employee recruiting, hiring, and termination
