Mortgage Performance Coach
4 weeks ago
Company Overview
Digital Risk is the largest outsourcing provider to the mortgage banking industry. Focusing on _Making Mortgages Safe_ by using advanced risk analytics, the company is focused on restoring stability to the mortgage industry. Being the leader in end to end mortgage fulfillment, quality control, valuations and due diligence can only be accomplished with a commitment to provide the highest level of care for our most valuable asset, our people. Connecting and growing our team members rests on three pillars:
· Designing a supportive, winning team culture that provides stability and financially rewards strong performance
· Providing opportunities for personal and professional development
· Committing to innovation and technology in order to remain an essential service provider for the industries we support
Position Overview
The Performance Coach (PC) is a critical lever in improving employee performance and achievement. The role of the Performance Coach is to improve achievement by building employee capacity and understanding of business practices through on-the-job training. The Performance Coach primary responsibility is to support the directors, managers, and employees in their respective areas to ensure both Digital Risk and DRMS’s expectations and objectives are met through the creation, implementation, and continual improvement of standards, processes and procedures required to deliver high quality results.
Expectations for Performance
· Expected to support and collaborate with the Learning and Development Department to ensure training materials are accurate and that knowledge is being transferred on-the-job.
· Focus on improving process workflow efficiencies and productivity of their respective team and scope of work.
· Ensure guidance materials and procedures are documented and maintained.
· Focus on call monitoring and customer interaction development and mastery.
· Develop and assist with continuous learning after new hire ramp, as well as weekly focus based on quality feedback.
· Build strong relationships with management, leads, the quality team, and other support staff
Minimum Qualification Standards
Knowledge, Abilities and Skills: This position requires a deep commitment to the mission, ideals and core values of Digital Risk and to advancing the educational attainment of employees. Interested candidates should be able to demonstrate the ability to think strategically, work effectively and produce results.
*Education, Training, and Experience:*Successful candidates will have at least one year of successful experience in their given role at Digital Risk and a proven track record of extraordinary productivity and quality outcomes. Successful candidates must also have:
* excellent oral and written communication skills;
* outstanding interpersonal and teamwork skills;
* goal- and results-orientation;
* superior problem-solving and critical thinking skills; and
* ability to thrive and succeed in a fast-paced, entrepreneurial environment.
Essential Duties and Responsibilities:
ü Analyze data to identify production impediments and develop corrective actions immediately
ü Offer encouragement and guidance for employees
ü Identify areas of opportunity and efficiencies for employees to close production and/or quality gaps
ü Develop guidance materials and best practices, coordinating lunch and learns, Tips of the Day, Focus of the Week
ü Provide SME support during new hire training
ü Help employees understand the project/department intricacies
ü Help employees identify and search for resources
ü Help employees learn the proper decision points for their given project
ü Help projects/departments diagnose problems and develop action plans and best practices for success, including submission of development requests and cost benefit analysis
ü Remain up-to-date on the most current processes and best practices of each function, identifying new processes and documenting/communicating the new steps and process flows
Job Type: Full-time
Pay: $25.00 - $30.00 per hour
Benefits:
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift
Application Question(s):
* Please provide your contact information. Phone number and email address.
Education:
* High school or equivalent (Required)
Experience:
* origination background with management: 5 years (Required)
* end to end origination: 3 years (Required)
Ability to Commute:
* Jacksonville, FL 32256 (Required)
Ability to Relocate:
* Jacksonville, FL 32256: Relocate before starting work (Required)
Work Location: In person
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