Lead day-to-day workflow of all Production Support functions, meeting department deliverables; assist the Manager in obtaining feedback on key issues as they relate to the area; assist in training and development of Production Support team members.

Essential Functions, Duties, and Responsibilities

Lead day-to-day workflow of all Production Support functions, meeting department deliverables; assist the Manager in obtaining feedback on key issues as they relate to the area; assist in training and development of Production Support team members.

• Lead staff and ensure processes are followed.
• Track and complete audit findings daily.
• Perform Quality Assurance testing and reporting.
• Provide guidance on all procedure requirements and policies.
• Provide guidance to and mentor more junior team members.
• Assist Manager in obtaining feedback from corporate personnel; communicate opportunities for improvement and develop improvement plans with appropriate team members.
• Administer performance reviews and corrective action plans.
• With Manager assistance, oversee team pipeline and increase production.
• Manage workflow to ensure all deliverables are met.
• Manage the team, plan responsibilities, direct activities, and utilize staff resources effectively, including modifying staff levels (e.g., hiring/terminating) to meet department goals.
• Utilize performance management and performance review processes effectively, on an ongoing basis, to maximize performance of employees, correct performance problems, provide development opportunities, and promote effective communication with employees.
• Determine staffing requirements and employee selection for most effective accomplishment of unit and corporate goals.
• Perform additional projects and duties assigned by management.

Qualifications and Education Requirements

• High School diploma or equivalent, required
• College degree preferred
• 6+ years’ mortgage experience.
• 1+ years’ supervisory experience.

Skills, Abilities, and Knowledge

• Ability to work independently and maintain confidentiality.
• Working knowledge of the mortgage process.
• Superior communication and interpersonal skills.
• Ability to delegate in a positive style with thorough follow up skills.
• Detail-oriented with focus on efficiency work activities.
• Ability to lead, coach, and mentor at all position levels.
• Ability to captivate and communicate with various audiences.
• Must be proactive and a self-starter.

Work Environment and Physical Requirements

Describe the work environment and any physical requirements. Examples below.

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Last Updated: 11/14/2025