With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

The Manager of Underwriting Support Operations manages frontline underwriting support operations for the company’s Underwriting Network and MI Operations staff by providing direction, training and escalation review. Accountable for meeting quality, productivity, and customer service target. The incumbent works closely with management team and field underwriting to meet customer needs.  The Manager makes recommendations on process and system changes, based on feedback from customer inquiries and various reports.

This role sits in our Greensboro, NC office on a hybrid schedule (two days in office, three days remote). The team is interested in speaking with candidates who have previous mortgage experience, customer service background, and those who have managed a team.

Essential RESPONSIBILITIES and ACCOUNTABILITIES

• Assists VP/Director in managing a multiple shift operation that is responsible for several call groups, multiple email communication boxes, and queue management. Ensures agreed SLAs are met with prompt responses to customers.

• Manages Customer Service and the MI Operations staff to ensure effective customer support on all inquiries, pended loans, guideline and rate questions, and various LOS and ArchMIConnect user access issues.

• Conducts second reviews of high-risk loans or loans beyond subordinate’s authority level.  Addresses underwriting issues from staff, reviews result of QC findings with team members to preclude any further issues.

• Collaborates with business units such as Underwriting Managers and Sales Support to develop plans and strategies to improve efficiency and productivity. Collaborate with Product Managers on the content for ArchMIConnect, Customer Support Center, Amazon Connect, OPUS, and AQUA system releases to improve efficiency for both customers and internal staff to ensure system issues are addressed.  

• Stays abreast of company products, programs, underwriting guidelines, and procedures.

• Provides System Analyst feedback on eligibility rule authoring and any production issues that arise to ensure quality standards are achieved.

• Manages staff to accomplish objectives through effective recruitment and selection, training and development, and performance management.

• Review monthly reports supporting staff production and quality measures.

Knowledge & Skills:

• Comprehensive knowledge of MI underwriting principles, practices, methods and techniques.

• Good problem solving, process development and improvement skills.

• Effective leadership skills. Ability to manage, coach, mentor, and motivate staff.

• Excellent oral and written communication skills to prepare and deliver effective, professional presentations to customers as well as to internal contacts.

• High level of customer service.

• Advanced business acumen, including basic financial and budgeting skills.

• Solid organizational skills, ability to manage multiple tasks/projects simultaneously.

• Results driven and able to ensure execution.

Education & Experience:

Required knowledge and skills would typically be acquired through a Bachelor’s degree and 5+ years of related experience. Experience managing people and processes is required.

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Arch is committed to helping employees succeed through our comprehensive benefits package that includes multiple medical plans plus dental, vision and prescription drug coverage; a competitive 401k with generous matching; PTO beginning at 20 days per year; up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer; basic Life and AD&D Insurance as well as Short and Long-Term Disability; Paid Parental Leave of up to 10 weeks; Student Loan Assistance and Tuition Reimbursement, Backup Child and Elder Care; and more. Click here to learn more on available benefits.

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.

14500 Arch U.S. MI Services Inc.