Performance Leader

Performance Leader

Digital Risk’s mission to Make Mortgages Safe relies on the perfect blending of human experience and state-of-the-art technology to serve its workforce and clients.

Digital Risk’s 1,500+ team members make us one of the largest mortgage outsource providers in the U.S., supplying appraisal and mortgage processing, underwriting and closing to the largest banks and loan originators.

Position Overview:

The Unit Leader’s primary responsibilities include overseeing end to end fulfillment teams (processing and underwriting) daily, weekly and monthly production goals, while ensuring the level of expected service, quality and integrity of the loans are maintained. The Unit Leader will be responsible for daily interaction with the Team Managers to ensure pipeline and quality goals are on target, provide support with any challenges or areas of focus, and ensuring opportunities are addressed with a plan identified for success. The Unit Manager will partner with other Unit leaders to ensure that changes are effectively communicated to their teams and as an escalation path for member satisfaction and/or scope clarification or changes. Candidates must possess a strong sense of urgency with an ability to work in a team environment, maintaining excellent organizational, communication, and PC skills.

Essential Job Functions:

• Lead daily calls with the client and DR senior leadership team each day to review:
• MTD Production, QC, Closing and UW MTD results
• Prepared to discuss action plans around under-performing metrics
• CSAT (Customer Satisfaction Surveys) call run on every Monday with client vendor managers and Unit / Site DR leaders to go over the below
• Trends pertaining to CSAT from Site/Unit level and discuss action/ best practices to improve
• Lead Scorecard Call monthly with client and DR senior leadership team
• How we ended prior month to all SLA ‘s in SOW and action items to course correct
• Weekly calls with Sales teams to go over past due metrics
• Provide end of day report to how the project will perform for the day to client and DR senior leadership team
• Once a month call with client vendor manager to areas of opportunity and action plans for key areas
• Weekly email to client vendor manager to how we are trending to key production metrics such as findings, dispositions and late loans
• Work with all Unit managers in key areas Pre-underwriting, Underwriting, Processing and Closing to ensure they are hitting correct production on a daily bases
• Work with internal DR analyst to build out proactive reporting and pipeline reviews systems when needed
• Work with Peer on aligning incentives metrics to Client/Company initiatives per role
• Point of Contact for all client escalations from client vendor manager or client teams
• Delegate and follow through appropriately for resolution
• Attend pipeline reviews with Unit Managers and client vendor managers to ensure files are being worked correctly
• Attend quarterly offsite with client and DR senior leadership to discuss quarterly performance with PowerPoint presentation
• Track and provide daily walk to funding, dispositions, and late loans targets to ensure production will be meet on a daily basis

Requirements:

• Minimum 5+ years origination background with management experience
• End to end origination experience within past 3 years
• Ability to lead varying levels of skill sets across multiple teams
• Thorough working knowledge of GSE underwriting guidelines and automated underwriting engines
• Acts as a champion for the customer/client, ensuring decisions and actions help achieve their goals
• Ability to manage risks while ensuring optimal value and outcomes are achieved
• Demonstrate a bias for action and a commitment to achieving sustainable results
• Demonstrate visible commitment to Digital Risk and client core values
• Ability to develop and align the talent needed to meet business goals
• Strong analytic, interpersonal, and verbal and written communication skills
• Detail oriented and goal driven
• Ability to work in a flexible and production oriented environment
• Strong leadership skills
• Must be able to work in a high stress environment while delivering a high-level of customer service