Mid Management

Department

Manual VOE

Job posted on

Oct 06, 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 specializing in supporting the US Mortgage, Insurance, and Banking industries. We specialize in end-to-end component-based outsourcing, managing one-off projects to become 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.

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Roles & Responsibilities

• Responsible for maintaining Employee hours and timecards for local and remote staff
• Monitor Departmental file flow to ensure SLA's are consistently met or exceeded
• Ensure All Verification Products are ordered and received in compliance with Moder Policies, Agency Guidelines, Federal and State Regulations
• Work with Third Party Provider's Operational Teams to ensure Workflow is moving quickly and correctly
• Monitor workload and redistribute when necessary to maintain established service levels and ensure a positive customer service experience.
• 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 complete 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 plans 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

Qualification & Experience

• Educational qualification and years of experience required in any specific domain/skill for the role
• Bachelor's degree (B.A.) from four-year College or University; or 5-7 years related experience and/or training; or equivalent combination of education and experience.
• 9 -12 Years in US Mortgage Industry Experience is Required
• Job candidates should have demonstrated abilities to exceed goals, provide excellent
• customer service, build long-term relationships, and work in a team-oriented environment.

Knowledge of pertinent federal, state and local codes, laws and regulations

Demonstrated communication, telephone and organizational skills.

Additional Requirements

• Mathematical Skills:

Ability to calculate figures and amounts such as utilization, Head count requirement, capacity forecast, etc.

• Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Customer Service Relationships:

Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.

• Work Complexity:

Tasks are multiple and diverse with some interrelationships across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

• Work Environment:

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.