Team Lead, VOE

Team Leadership & Performance Management

Lead, coach, and mentor a team of VOE Specialists to achieve productivity, quality, and service goals.
Monitor daily workflow, attendance, and team performance to ensure operational targets are consistently met.
Conduct regular one-on-one coaching sessions, performance reviews, and feedback discussions.
Support onboarding and training of new team members while promoting continuous learning and development.
Foster a positive, collaborative, and high-performance team environment.

Operational Management

Oversee daily VOE operations, ensuring timely completion of verbal and written employment verifications.
Serve as the primary escalation point for complex employment or income verification issues.
Maintain team Quality Assurance (QA) performance of 95% or higher with zero compliance errors.
Ensure all verifications comply with Fannie Mae, Freddie Mac, FHA, VA, and RESPA guidelines.
Monitor adherence to company policies regarding borrower confidentiality and data security.

Quality Assurance & Compliance

• Maintain QA performance of 95% or higher with zero compliance errors.
• Perform regular quality audits and provide actionable coaching based on findings.
• Ensure all verifications comply with Fannie Mae, Freddie Mac, FHA, VA, and RESPA guidelines.
• Monitor adherence to company policies regarding borrower confidentiality and data security.
• Identify compliance risks, documentation issues, and process gaps, escalating concerns as appropriate.

Documentation & Verification

• Review and validate employment verification documentation, including W-2s, pay stubs, tax returns, and employer responses.
• Ensure all documentation is complete, accurate, and properly recorded within company systems.
• Review escalated files for inconsistencies, missing documentation, or potential fraud indicators.
• Ensure strong documentation practices across the team for audit readiness.

Customer & Client Service

• Promote exceptional customer service during interactions with employers, borrowers, clients, and internal stakeholders.
• Ensure timely follow-up through phone and email communications as required.
• Resolve escalated customer or employer concerns professionally and efficiently.

Reporting & Process Improvement

• Prepare and maintain daily, weekly, and monthly operational reports using Excel and internal reporting tools.
• Analyze performance metrics, quality trends, and productivity data to identify improvement opportunities.
• Recommend and implement process improvements that enhance operational efficiency, quality, and customer satisfaction.
• Collaborate with Operations Management on strategic initiatives and special projects.

Other Job Duties & Responsibilities

• Performs other related duties as assigned.
• Comply with all company policies and procedures.
• Maintain regular and punctual attendance.

Supervisory Responsibilities

This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• Advanced proficiency in Microsoft Office (Excel, Outlook, Word) and familiarity with mortgage processing platforms, LOS systems, and verification tools.
• Demonstrated ability to coach, mentor, motivate, and develop team members while driving performance and accountability.
• Excellent verbal and written English communication skills with the ability to effectively interact with US-based employers, clients, and internal stakeholders.

Education & Experience

• Bachelor’s Degree from a Four (4) year College or University.
• 4–6 years of experience in a Call Center, Customer Service, or Mortgage Operations environment, including at least 1–2 years in a leadership or supervisory role.
• Previous VOE, Mortgage Processing, or Mortgage Verification experience is strongly preferred.