Supervisor ll - Hybrid

General Description

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage sub‑servicing firm in the United States with several hundred financial‑institution clients nationwide. This role provides supervisory support to the Claims/REO department by monitoring and prioritizing workflow, handling escalated or complex issues, and serving as an expert on the services and procedures of the department. Reports to the Assistant Manager.

Responsibilities

• Work with representatives to address escalated or more complex cases and provide problem‑resolution leadership.
• Coordinate escalated issues to management and/or other departments as appropriate.
• Coordinate and monitor distribution of workflow to maximize productivity, including handling overflow and understaffed areas.
• Identify and communicate to management issues concerning staffing, workflow, clients, procedures, etc.
• Participate in interview processes with job candidates.
• Train new employees, serve as a mentor, and share knowledge and development opportunities to clarify guidelines and strengthen understanding of regulatory compliance and product knowledge.
• Work with management to set productivity goals; evaluate employee productivity against department standards.
• Monitor employee work to ensure professionalism, knowledge, and competency align with organizational standards and regulatory requirements.
• Coach and counsel employees as appropriate; participate in the annual review process as assigned.
• Assist managers with tracking attendance, payroll administration, and other HR‑related administrative tasks.
• Prepare and submit departmental reports to management as requested.
• Review quality‑control data and address/correct any deficiencies.
• Successfully complete annual regulatory compliance training.
• Perform other related duties as assigned.

Required Qualifications

• High school diploma or equivalent.
• 3 – 5 years’ experience in mortgage servicing.
• Strong knowledge of mortgage compliance and regulations.
• Solid PC skills: proficient with Microsoft applications and mortgage‑servicing platforms.
• Strong analytical and problem‑solving skills with attention to detail.
• Ability to handle complex, multiple tasks simultaneously in a fast‑paced environment.
• Ability to coordinate multiple and changing priorities.
• Effective verbal and written communication skills; ability to interact positively and professionally with all internal and external audiences and handle confidential or sensitive information with discretion.
• Ability to motivate others and serve as a role model for organizational and departmental initiatives, procedures, and values.

Benefits

• Medical, dental, vision, wellness, Flexible Spending Account, and Employee Assistance Program.
• Employer‑paid life insurance, short‑term disability, and long‑term disability.
• 401(k) plan with company match.
• Paid vacation, sick, personal days, and holidays.

Physical Demands and Work Environment

The employee must be comfortable in either an on‑site office setting or a quiet, designated work‑from‑home space free from distractions and noise. The role requires regular communication through multiple methods, accurate information exchange, and the ability to remain stationary or move about the organization or remote office.

• Frequent standing, walking, or moving; sitting; using hands to type, write, handle, or feel and reach.
• Occasional climbing, balancing, stooping, kneeling, crouching, and lifting/moving up to 25 lb.
• Extended periods of computer use and operation of standard office equipment (computers, calculators, copy machines, printers, phones).
• On‑site noise level is moderate and typical of an office environment.
• Reasonable accommodations are provided in accordance with applicable disability laws.