Key Responsibilities
Team Leadership & Employee Development
- Lead, coach, train, and develop Processing Specialists and Associates.
- Conduct regular performance discussions, coaching sessions, and quality reviews.
- Assist with onboarding, cross-training, and workforce planning initiatives.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Support employee engagement and retention efforts.
Production & Workflow Management
- Manage daily processing queues and team workloads to ensure timely completion of client deliverables.
- Monitor pipeline performance, aging reports, and service level agreements (SLAs).
- Prioritize work assignments and reallocate resources as needed to meet business demands.
- Escalate operational issues and recommend solutions to improve efficiency.
- Ensure adequate staffing coverage and business continuity.
Quality & Risk Management
- Perform quality reviews and audits to ensure accuracy and compliance with client requirements.
- Identify trends, defects, and training opportunities through quality monitoring.
- Ensure adherence to internal controls, policies, procedures, and regulatory requirements.
- Partner with management to implement corrective actions and process enhancements.
- Maintain documentation standards and operational consistency.
Client Service & Stakeholder Management
- Serve as an escalation point for internal and external stakeholders.
- Support communication with lenders, investors, builders, contractors, and project stakeholders.
- Partner with Client Relationship Managers and Operations leadership to resolve issues and improve client experience.
- Participate in client meetings and operational reviews as needed.
Process Improvement & Reporting
- Analyze production metrics, quality results, and team performance indicators.
- Identify automation and process improvement opportunities.
- Prepare operational reporting and present performance trends to management.
- Assist in implementation of new products, procedures, and technology solutions.
- Support organizational growth initiatives and operational scalability.
Qualifications
Required
- 3+ years of experience in mortgage operations, construction lending, fund control, processing, loan operations, risk management, or related financial services operations.
- 1+ years of formal or informal leadership experience.
- Strong understanding of processing workflows, operational controls, and quality management.
- Experience supervising production-driven teams in a service environment.
- Advanced proficiency with Microsoft Excel, Outlook, and reporting tools.
- Strong communication, organizational, and problem-solving skills.
Preferred
Experience within construction lending, inspections, or risk mitigation services.
- Experience working with distributed or offshore teams.
- Lean, Six Sigma, or process improvement experience.
- Project management exposure.
- Bachelor's degree in Business, Finance, Operations, or a related field.
Core Competencies
- Leadership & Coaching
- Pipeline Management
- Operational Excellence
- Customer Service
- Risk & Quality Control
- Process Improvement
- Problem Solving
- Attention to Detail
- Relationship Management
- Performance Management
Success Metrics
- SLA adherence and turnaround times
- Team productivity
- Quality and accuracy scores
- Client satisfaction metrics
- Employee engagement and retention
- Process improvement implementation
- Escalation resolution effectiveness
- Stay current with regulations and industry that affect compliance and decision-making.
Compensation and Benefits
Compensation: Compensation at $70,000+
Retirement: 401(k) plan with Company matching to support long-term financial security.
Health Coverage: Comprehensive Medical, Dental, and Vision insurance plans, plus a tax-free Flexible Spending Account.
Income Protection: Life insurance, short-term disability, and long-term disability coverage.
Time Off: Generous paid time off and Company holidays.
Additional Information
Altisource’s vision to drive innovation that powers the mortgage and real estate lifecycle is made possible by an inclusive culture that celebrates the diverse voices of our employees. We believe that diversity in gender, age, religion, ethnicity, sexual orientation, identity, physical ability, neurodiversity, socioeconomic background, and experience fosters creativity, challenges groupthink, and makes our Company stronger. At Altisource, anyone can prosper and have a positive impact on our path toward success, irrespective of their background.
We are committed to fair and impartial hiring, training, and growth opportunities. We also provide employee training to help foster their ability to work with one another in an inclusive manner. Altisource is an Equal Opportunity Employer, and our employment decisions are based on merit, qualifications, and business needs.