Assistant Manager

Assistant Manager

Full time; Exempt

Location; Lake Zurich, IL, US

Department: Special Loans

***This is a hybrid role- must be able to commute into the office at least once per week and as needed***

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description:

Has overall responsibility for the efficient servicing and management of the daily operations of the Special Loan Products Division according to investor and company guidelines.

Essential Functions and Duties:

• Oversee escalated or more complex cases and provide problem resolution leadership. Facilitate escalated issues with management and/or other departments as appropriate.
• Coordinate, monitor, and manage distribution of workflow to maximize productivity and use of resources, including handling overflow and understaffed areas.
• Identify and communicate to management issues concerning staffing, workflow, clients, procedures, etc.
• Make recommendations in hiring, firing, advancement, promotion, or any other change of status of department.
• Participate in interview and selection processes with job candidates.
• Train new employees and share knowledge and development opportunities to clarify guidelines and strengthen understanding of regulatory compliance and product knowledge.
• Work with management to set productivity goals; evaluate employee productivity against department standards.
• Monitor employee work to ensure employee professionalism, knowledge, and competency align with organizational standards; ensure department as well as regulatory requirements are strictly adhered to.
• Coach and counsel employees as appropriate; document performance and conduct issues; complete annual review process as assigned.
• Prepare timely and accurate responses to all internal and external audits, compliance reviews, requests for information, etc., ensuring information is provided in accordance with organizational policy and standards as well as regulatory requirements.
• Communicate and work with Human Resources on conflict management and employee engagement issues.
• Prepare and submit departmental reports to management and to departments as needed.
• Perform quality control initiatives, review, and test quality control data, and address/correct any deficiencies.
• Assist in any special projects assigned to the department. Serve as department lead and represent the department on special projects.
• Coordinate and facilitate staff meetings.
• Assist department management in identifying, communicating, and implementing departmental standards and practices.
• Identify and facilitate learning and team-building opportunities.
• Maintain high levels of cooperation and rapport with team members to promote accurate and efficient operations and service; maintain visible presence and availability throughout the department.
• Demonstrate understanding of leadership principles through professional conduct and serving as a role model for expected standards of conduct and ethics.
• Formulate and communicate suggestions that may improve profitability and/or productivity.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

Department Specific/Additional Duties:

• Oversee the entire workflow of the Special Loan Products Division and direct and review the work of staff.
• Ensure proper servicing of product(s) assigned along with conforming to the regulations assigned to those products.
• Monitor reports, task tracking, JIRA, and exception reports to ensure the accurate servicing of all loans.
• Ensure all loan transfers and acquisitions are handled accurately and properly for the Special Loan Products Division
• Responsible for review and response to all internal and external audits, compliance reviews, and presidential issues for the Special Loan Products Division
• Responsible for preparation and accuracy of all weekly and monthly reports for the Special Loan Products Division to be given to the Manager.
• Responsible for drafting and review of Special Loans desktop job aides and Policy and Procedure handbooks to be submitted to Management for approvals to ensure accuracy and completeness.
• Assist in recruiting, hiring, and training new employees, mentoring new hires.
• Assist in monitoring, evaluating, and tracking employee performance against standards.
• Assist in annual performance evaluations for all Special Loan Products employees.
• Coordinate monthly staff meetings to ensure open dialogue and communication.
• Act as liaison between management and staff to promote total quality initiatives.
• Handle difficult borrower complaints elevated to a manager level.
• Backup Staff, Supervisors, and Managers as necessary.
• Commute into the office on a regular basis to oversee office employees, reinforce in-office standards, and provide leadership.
• Provide backup support for the Unit Manager
• Attend client meetings with the Unit Manager as needed.
• Sign agreement documents as authorized by the company and directed by the Department Manager
• Performs all other responsibilities and duties deemed necessary.

Required Qualifications:

• Minimum 2-3 yrs. supervisory experience; extensive mortgage servicing experience
• Knowledge of special loan products; PC skills; Microsoft Office (Excel and Word);
• Experience with agency servicing guide and loan management sites (AllRegs, VALERI)
• Bachelor's degree or equivalent

Preferred/Other Qualifications:

• Strong communication, interpersonal, and organizational skills; time management skills; professional demeanor and leadership qualities; good figure aptitude; background in mathematics

Physical Demands and Work Environment:

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations.

The employee must be able to remain in a stationary position and or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machine, computer printer and phones. The noise level, if working on-site, is usually moderate and typical of an office environment.

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.