Verification of Employment - Quality Team Leader

WHO WE ARE:

Xactus (pronounced ‘Zac-tus') is the leading verification innovator for the mortgage industry. We have over 6,500 clients ranging from the largest bank and non-bank mortgage originators to credit unions and mortgage brokers. With 2 operation centers across the U.S., Xactus works closely with our clients to digitally integrate a 360° approach to verification across their workflows. As a result, lenders can easily access the technology necessary to meet consumer demands for a modern mortgage experience with industry-leading speed, reliability, and accuracy - while also closing more loans more quickly with greater profitability.

We provide a friendly work environment while also providing many opportunities for you to enhance your skills. We have a top-notch financial leadership team who prioritizes building talent. If you are curious and searching for a change that will be fun and rewarding, please reach out to us! We would love to have you on our team!

WHO YOU ARE:

You are a career-minded, driven individual who is looking for a position that challenges you and supports your professional development.

THE BENEFITS WE OFFER:

A friendly, supportive environment which is highly rated by Xactus employees. Feedback from our employees says: 'The people I work with treat each other with respect,' 'I feel accepted by my coworkers,' and 'The person I report to cares about me as a person.'

Xactus offers medical, vision and dental insurances, bonus programs, fitness reimbursement and other healthy life-style programs through our benefits carrier, 401k plan with a company match, short and long-term disability, life insurance, accident and critical illness insurance, health savings account, flexible spending account, employee assistance program, legal services, employee discounts and more.

SUMMARY:

The Quality Team Leader is responsible for ensuring high quality services are delivered to our clients and manages a team of auditors in various business areas. The role includes motivating, coaching, training, and problem solving with employees. Additionally, the position is responsible for assisting the Department Manager with development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs.

The hours for this position are M-F 8:00am - 4:30 EST

ESSENTIAL FUNCTIONS:
The following is a list of essential functions, which is subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function based on business needs or at its sole discretion.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Team Leadership and Management

• Foster a high-quality work environment that motivates team members to perform at their highest potential.
• Conduct weekly team huddles and bi-weekly one-on-one meetings to ensure employees are informed, engaged, and aligned with organizational goals.
• Documents meetings and interactions accordingly.
• Address team performance challenges, provide coaching, and administer corrective actions as needed.
• Support employee development through training, mentoring, and identifying growth opportunities. This includes training new employees.
• Works with employees who experience challenges with productivity, attendance, or other tasks by providing appropriate coaching, direction, and resolution.
• Conducts performance reviews with direct reports and addresses performance issues according to company policy.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

Operational Oversight

• Monitor and manage team workload, including pending tasks and escalations, to ensure timely and efficient service delivery.
• Guides the daily work flow for auditors and maintains schedule for random audits of auditors.
• Participate as needed in auditing tasks when staffing levels are low.
• Collaborate with management on staffing, training, and scheduling to optimize team performance.
• Ensure smooth operations by addressing team member absences and redistributing workload as needed.
• Provides daily direction, coaching, training, work resources and communication to employees so that the auditing process runs smoothly and effectively.
• Manages the department’s email inbox and responds to all inquiries or disputes.

Quality Assurance and Compliance

• Ensure adherence to company policies, procedures, Xactus Employee Handbook, and all applicable federal, state, and local regulations.
• Promote a culture of safety by adhering to safety practices and encouraging compliance among team members.
• Regularly review team performance data to identify areas for improvement and address service gaps.
• Take corrective actions to address quality or compliance issues, ensuring alignment with organizational standards.

Interdepartmental Relations and Support

• Provide timely, accurate, and professional responses to Operational service requests.
• Manage and resolve escalations effectively, maintaining strong working relationships.
• Serve as a point of contact for department inquiries and ensure their needs are met promptly.
• Provide ongoing training to team members ensuring that they provide top-tier customer service.
• Assigns or assists with escalated or rushed requests that need to be audited.

Data Management and Reporting

• Use daily productivity reports to evaluate team performance and identify opportunities for operational improvements.
• Perform periodic call audits to assess the quality and service levels of team members and identify potential areas of improvement.
• Monitor and analyze data trends to address performance gaps and enhance team efficiency.
• Prepare and communicate actionable insights based on data to improve area operations and service delivery.
• Provides continual evaluation and feedback of processes and procedures to improve area operations, efficiency, and service.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• 3-5 years of customer service experience required and a minimum of 1-3 years of related Operational processing experience.
• Previous supervisory or leadership experience preferred.
• Preferred experience with training and developing employees.
• High School diploma or equivalent required.

SKILLS AND COMPETENTCIES:

• Strong written and verbal communication skills.
• Outstanding interpersonal skills to develop and maintain effective working relationships with all levels of management, customers, and co-workers.
• Effective prioritization skills and multi-tasking skills.
• Effective problem-solving skills.
• Works well in a team environment.
• Trustworthy, proactive, and able to work independently.
• Proficient computer skills.
• Working knowledge of Microsoft Office platforms (Outlook, Excel, Word, PowerPoint).

WORKING CONDITIONS:

• Traditional office environment with low-to-moderate office noise (computers, phones and business conversations). The position may be remote from main offices.
• May require flexibility in hours.

PHYSICAL DEMANDS:
Xactus promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. Please contact your supervisor with questions regarding the physical demands of this position.

• Lifting/carrying up to 10 lbs.
• Manual dexterity for computer work.
• Speaking, hearing and vision are required to perform essential functions.

ADDITIONAL INFORMATION REGARDING EMPLOYMENT WITH XACTUS:

If applying for a position at Xactus, candidates must be a resident of the United States, and should be authorized and eligible for employment in the United States. Xactus does not provide visa sponsorship at this time.

If hired to work at Xactus, employment is contingent upon successful completion of required background checks (including but not limited to federal and state criminal history checks, employment history verification, education verification, credit history check) and pre-employment drug screening.

No agency submissions, please. We do not accept unsolicited resumes from third-party recruiters.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.