Manager, Underwriting Customer Service

Manager Of Underwriting Support Operations

With a company culture rooted in collaboration, expertise, and innovation, we aim to promote progress and inspire our clients, employees, investors, and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, we enable possibility.

The Manager of Underwriting Support Operations manages frontline underwriting support operations for the company's Underwriting Network and MI Operations staff by providing direction, training, and escalation review. Accountable for meeting quality, productivity, and customer service targets. The incumbent works closely with the management team and field underwriting to meet customer needs. The Manager makes recommendations on process and system changes based on feedback from customer inquiries and various reports.

This role sits in the Greensboro, NC office on a hybrid schedule (two days in office, three days remote). The team is interested in speaking with candidates who have previous mortgage experience, a customer service background, and those who have managed a team.

Essential Responsibilities and Accountabilities :

• Assists VP / Director in managing a multiple shift operation that is responsible for several call groups, multiple email communication boxes, and queue management. Ensures agreed SLAs are met with prompt responses to customers.
• Manages Customer Service and the MI Operations staff to ensure effective customer support on all inquiries, pended loans, guideline and rate questions, and various LOS and ArchMIConnect user access issues.
• Conducts second reviews of high-risk loans or loans beyond subordinate's authority level. Addresses underwriting issues from staff, reviews result of QC findings with team members to preclude any further issues.
• Collaborates with business units such as Underwriting Managers and Sales Support to develop plans and strategies to improve efficiency and productivity. Collaborate with Product Managers on the content for ArchMIConnect, Customer Support Center, Amazon Connect, OPUS, and AQUA system releases to improve efficiency for both customers and internal staff to ensure system issues are addressed.
• Stays abreast of company products, programs, underwriting guidelines, and procedures.
• Provides System Analyst feedback on eligibility rule authoring and any production issues that arise to ensure quality standards are achieved.
• Manages staff to accomplish objectives through effective recruitment and selection, training and development, and performance management.
• Review monthly reports supporting staff production and quality measures.

Knowledge & Skills :

Education & Experience :

Required knowledge and skills would typically be acquired through a Bachelor's degree and 5+ years of related experience. Experience managing people and processes is required.