Assistant Manager

2 weeks ago

Quezon City, Philippines ESOL IT SERVICES INC. Full time

Key Responsibilities Operational Management Manage daily operations of the mortgage servicing team , ensuring SLA adherence (AHT, Quality, CSAT, Productivity, Accuracy) Oversee key functions such as loan processing, underwriting, escrow, foreclosure, or loss mitigation Maintain data accuracy and ensure compliance with client and regulatory policies Collaborate with Training, Quality, Workforce, and HR teams to ensure continuity and smooth delivery People Leadership Lead and mentor Team Leaders and agents to ensure consistent performance Conduct regular coaching sessions , feedback meetings , and performance reviews Partner with L&D to deliver training and upskilling programs Promote a culture of accountability, engagement, and teamwork Performance & Quality Management Monitor and analyze operational performance metrics Drive initiatives to improve customer satisfaction and reduce operational errors Work with QA to address audit findings and implement corrective actions Manage Performance Improvement Plans (PIPs) where necessary Client & Stakeholder Management Represent the business during client and senior management reviews Manage customer escalations and ensure timely resolution Ensure compliance with all federal and state mortgage regulations Process Improvement & Compliance Recommend and execute process improvement initiatives Ensure adherence to RESPA, TILA, and CFPB standards Support internal and external audits to maintain zero non-compliance Qualifications Bachelor’s Degree in Business Administration, Finance , or related field (preferred) Minimum 2 years of BPO experience in a mortgage or financial services account, including at least 2 years in a leadership role In-depth understanding of mortgage servicing processes (origination, underwriting, escrow, foreclosure, customer service) Strong leadership, analytical, and communication skills Proficient in MS Office tools and CRM/mortgage servicing systems Familiarity with U.S. mortgage regulations and compliance standards preferred #J-18808-Ljbffr

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