Team Lead Selene Finance

Roles & Responsibilities Operational Excellence 1. Measures and documents staff   performance, tracks time and attendance, and responsible for providing   monthly and annual reviews. 2. Takes and resolves escalated   calls/complaints. 3. Provides coaching regarding quality   assurance and creates associate remediation plans when staff is performing   below expectations. 4. Responsible for new hire and on-going   associate training. 5. Provides recommendations for   procedural changes and improvements as they pertain to the department. 6. Responds to investor inquires and   assisting staff when incoming and outbound calls when required. 7. Assist manager with monitoring reports   to ensure department and investor metrics are met. 8. Assist manager with determining the team's   daily activities and ensuring associates are fully engaged throughout the   day. 9. Participates in presentations for   investors, rating agencies, and other servicing platform visitors. 10. Clearly communicates strategies to   team members and other stakeholders. Stakeholder Management 1. Participates in presentations for investors, rating agencies, and   other servicing platform visitors. Governance & Compliance 1. Establish   proper records, approvals, documentation, and audit trails for all transactions. 2. Ensure   adherence to the implementation of effective governance, compliance, and risk   management frameworks. 3. Manage   issues to mitigate impact and risk by early detection of risk items &   active team involvement Key Result Areas 1. Carries   out supervisory responsibilities in accordance with the organization's   policies and applicable laws. Responsibilities include interviewing, hiring,   training, planning, assigning, and directing work, appraising performance,   rewarding and disciplining employees, addressing complaints and resolving   problems. 2. Support   in improving existing processes and automation of established processes &   procedures External Skills And Expertise Job Requirements Education · High school diploma or general education   degree (GED) required. Bachelor's   degree (B. A.) or higher in business related field from an accredited   four-year college or university preferred. Three to five years' related   experience and/or training required. Relevant Experience· Three   to five years' related experience and/or training; or equivalent combination   of education and experience.· Loan   servicing knowledgeTechnical Know-how/Tools used· Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Previous   experience with MSP, Black Knight/LPS and Fiserv preferred. Also database   software and loan servicing systems (such as Fidelity).Behavioral Skills· Adaptability   - Adapts to changes in the work environment. Manages competing demands.   Changes approach or method to best fit the situation. Able to deal with   frequent change delays, or unexpected events.· Business   Ethics - Treats people with respect. Keep commitments. Inspires the trust of   others. Works with integrity and ethically. Upholds organizational values.· Communications   - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in   written form. Expresses ideas and thoughts in written form. Exhibits good   listening and comprehension. Keeps others adequately informed. Selects and   uses appropriate communication method.· Customer   Service - Displays courtesy and sensitivity. Manages difficult or emotional   customer situations. Meets commitments. Responds promptly to customer needs.   Solicits customer feedback to improve service.· Dependability   - Responds to requests for service and assistance. Follows instructions,   responds to management direction. Takes responsibility for own actions.   Commits to doing the best job possible. Keeps commitments. Meets attendance   and punctuality guidelines.· Teamwork   - Balances team and individual responsibilities. Exhibits objectivity and   openness to others' views. Gives and welcomes feedback. Contributes to   building a positive team spirit. Puts success of team above own interests.