Supervisor - C&R - CRPDNC INTK

Job Description

Department C&R - Correspondence Intake Job posted on May 08, 2025 Employment type Full Time Assistant Manager – Default Servicing 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 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. Link - https://www.gomoder.com/about-moder Job Overview: The Research department is responsible for researching and responding to written inquiries and complaints received regarding their mortgage accounts, in accordance with the regulatory and investor requirements. Further coordinate with other business units such as Legal, refinance, Underwriting, Payoff, Credit Reporting, Tax Department, Private Mortgage Insurance, Property Insurance, Ombudsman, Year End, Title and Lien release etc, to resolve customers complaint Ensure all assigned cases are worked in accordance with regulatory, investor/insurer, and Trust Policy requirements and timelines. Update and document all tracking systems including the clear and accurate documentation of the accounts worked Roles & Responsibilities 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 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 Lead the governance calls with clients and internal stake holders to review process performance Plan for resource utilization and capacity planning Meeting assigned productivity and quality targets Adhering to SLAs and TATs Candidate should be open to work in Night shifts in the Office (Moder, Bangalore). Healthy Interpersonal relationship at work with peers Positive attitude Adherence to organization policies Managing the day-to-day activities of the team. Motivating the team to achieve organizational goals. Developing and implementing a timeline to achieve targets. Delegating tasks to team members. Conducting training of team members to maximize their potential. Empowering team members with skills to improve their confidence, product knowledge, and communication skills. Conducting monthly performance reviews. Contributing to the growth of the company through a successful team. Creating a pleasant working environment that inspires the team. Qualification & Experience Educational qualification and years of experience required in any specific domain/skill for the role Basic Degree completion (15 years of education) Strong written and oral communications skills in English Analytical abilities / Numerical skills Attention to detail Team management Good exposure to MS office (Excel and PPT) Confidence and skillful negotiating skills Minimum 6 years of US Mortgage Experience with 4 years in a supervisory capacity