Lead Associate - Operations

Full Job DescriptionsPosition Summary:2+ years experience in mortgage processes. Understanding mortgage origination, and documents involved in the origination process. Basic loan review experience such as document validation, loan setup, performing document QC, Information validation, drawing closing disclosure, validating fee, preparing LE & CD, ensuring the closing package is complete. Good comm skills.Responsibilities: Responding to customer queries in a timely and accurate way, via phone, email or chat Identifying customer needs and helping customers use specific features Update our internal databases with information about technical issues and useful discussions with customers Demonstrate the ability to independently make sound decisions based on the established policies, procedures, knowledge and experience Provide exceptional customer care (both internal and external) in a manner that satisfies the individual needs of each customer and builds loyalty to the client Maintain confidentiality of all customer and employee information Respond positively to feedback and redirection Fully utilize systems, tools, training, and resources provided to maximize potential Assist other departments as needed Meeting daily production. Meeting the daily SLA requirement Meeting the daily Quality requirements

Qualifications Education: Bachelors in any stream.Experience: 2-3 years increasingly responsible experience in related areasKnowledge/Skills/Abilities: Experienced Customer Support Specialist with 2-3 years expertise Can multi-task and manage time e