Supervisor - Actv Ser prop Txs

Department
- Property Taxes
- Job posted on
- May 12, 2025
- Employment type
- Full Time

**About Us**

Moder formerly known as Archwell Operations is a part of Archwell Holdings founded in 2017. We are a tech forward outsourcing company specialising in supporting the US Mortgage, Insurance, and Banking industries. We specialize in end-to-end component-based outsourcing, managing one-off projects to becoming an extension of the customer service or operations team. Our team is built on industry expertise and provides the traction clients need to grow their company.

Equipped with diverse tools, platforms, solutions, and services we strive to work towards our mission to positively impact the financial health of companies by powering in-house processes using top talent, workflow best practices, and progressive technology.

**Job Overview**:

- The Team Leader will be tasked with supervising the daily functions of the Escrow team.
- This role encompasses managing team performance, addressing escalated customer issues, and executing strategies aimed at enhancing customer satisfaction.
- The Team Leader will also be responsible for mentoring and training team members, tracking performance metrics, and delivering regular updates to the management team.
- Team Leader will assign tasks and establish objectives for team members, while also monitoring performance and offering constructive feedback.
- Team Leader will ensure effective communication within the team, facilitate problem-solving and conflict resolution, and report progress to senior management.

**Job Roles and Responsibilities**:

- Managing the day-to-day activities of the team including Team Leads.
- Motivating the team to achieve organizational goals.
- Developing and implementing a timeline to achieve targets.
- Delegating tasks to team members and TLs.
- SLA Compliance: Monitors daily inflow and conducts daily huddles to prioritize the day’s work
- Process Compliance: Ensures agents are following the most updated SOP
- Client Interaction: Promptly responds to all queries and escalations from client partners
- Knowledge Management: Ensures all his agents completes all mandatory and process specific courses timely
- Operations: Identifies training needs of his team and coached bottom performers
- Quality Planning: Reviews quality scores for the agents and provides plan on Quality control and assurance and improvement at process level to meet the SLA targets.
- Performance Reviews: Prepares monthly scorecard of the agents to track SLA targets of each team members and conduct one on one meeting basis the performance
- Engage actively during training sessions to clarify any uncertainties, while providing support to colleagues and contributing to the achievement of team objectives.

**Qualification & Experience**
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions_
- Educational qualification and years of experience required in any specific domain/skill for the role_
- Basic Degree completion (15 years of education)
- Good written and oral communications skills in English
- 3 years of US Mortgage Experience in managing Escrow teams with 1 year as AM role.
- Good exposure to MS office - especially MS-Excel and MS-PowerPoint.
- Demonstrates a strong attention to detail.
- Capable of responding swiftly, engaging in critical thinking, and collaborating effectively within a dynamic team in a fast-paced setting.
- Willingness to work night shifts and in an office environment.