Insurance Operations Supervisor

3 weeks ago

Troy, United States Flagstar Bank Full time

This position is responsible for enhancing the effectiveness of the Mortgage Insurance Operations department by supporting the leaders, team members, and insurance vendors. This position will be responsible for handling team member inquiries and escalations, assigning tasks and managing work flow queues, providing training and coaching support to the team members as well as a wide range of support related tasks for leaders. This position will interact with staff (at all levels) in a fast paced environment, sometimes under pressure and must remain flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality.

Workflow/Task management

  • Assign tasks, emails and mail distribution among the team members
  • Monitor team member work queues and assist with the management of their work items to ensure all items are completed in accordance with the task expectations
  • Reassign daily task items depending on staffing changes that arise throughout the day, week, month
  • Assist supervisor in managing vendor task performance and escalate appropriately
  • Assist supervisor in data analysis and reconciliation of data relating to acquisitions and new loan boardings.

Training and Coaching

  • Develop and/or refine department procedures and user guides for department processes. Ensure documentation is kept up to date throughout the year.
  • Coordinate huddle topics with the supervisor for team level updates that result from process changes which include but are not limited to internal procedure changes, investor changes, and regulatory and/or compliance updates
  • Develop and maintain training material/strategies for new hires and cross-training of existing staff.
  • Train staff and provide coaching feedback to the team members to assist with their overall growth and development
  • Perform quality assurance checks of completed work to ensure compliance with policies and procedures
  • Provide cross-training to other team members within the Escrow Operations departments as needed

 Reporting maintenance

  • Assist in managing team level reports from insurance vendors
  • Compile reporting and metrics to be used for team member scorecard reviews
  • Perform reviews of exception reports from vendors, auditors, third-party services and/or MSR partners
  • Review control reports, STARS reports, Tableau dashboards and other internal reporting engines to monitor department performance.  Assist where needed to ensure tasks are completed within Service Level Agreement (SLA)
  • Provide feedback regarding trends and opportunities for process improvement

Supervisor assistance

  • Assist and fill in for the supervisor when the supervisor is not available or is out of the office
  • Support vendors and team members as needed
  • Participate in escrow department projects and process improvement initiatives as assigned
  • Process escalated MSP tasks, Salesforce cases, Notice of Error/Request for Information (NOE/RFI) and Office of the President inquiries sent by customer service, vendors and other partners with a sense of urgency.
  • Work with Servicing Business Controls to develop new control reports as needed. Ensure utilization of systems and websites for Insurance Vendors, Imaging Repository, MSP, Report Storage Systems (such as ACM and/or Navigator) and other resources as needed in order to fully review and execute tasks as needed    

Job Requirements:

  • 3+ years of experience in Mortgage and/or Mortgage Servicing with specific experience in Escrow Operations.
  • Minimum of 1+ years of experience in training, coaching and mentoring.
  • HS Diploma, GED or Foreign Equivalent
  • Superior written and oral communication skills
  • Organized with good attention to detail
  • Intermediate experience with Microsoft Office tools (Word, Excel & PowerPoint)
  • Ability to work quickly and multi-task through various work items
  • Excellent ability to understand business needs based on skills and experience
  • Experience in Loan Servicing Systems such as MSP is preferred Ability to learn and adapt to changing technologies

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