Team Lead, VOE

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, guide, and mentor a team of VOE Specialists to meet productivity, quality, and service objectives.

• Monitor daily workflows, attendance, and overall team performance.

• Conduct individual coaching sessions, performance evaluations, and feedback conversations.

• Assist in the onboarding and training process for new team members.

• Oversee daily operations related to verbal and written employment verification.

• Ensure that outbound call expectations, productivity goals, turnaround times, and operational targets are consistently achieved.

• Act as the primary escalation point for complex employment or income verification challenges.

• Maintain a team quality assurance performance of 95% or above with no compliance errors.

• Execute quality audits and offer actionable coaching based on findings.

• Ensure adherence to guidelines from Fannie Mae, Freddie Mac, FHA, VA, and RESPA.

• Oversee borrower confidentiality and data security compliance.

• Review and validate W-2 forms, pay stubs, tax returns, employer responses, and other verification documents.

• Examine escalated files for inconsistencies, missing documentation, or potential fraud indicators.

• Foster exceptional service for employers, borrowers, clients, and internal stakeholders.

• Address and resolve escalated concerns from customers or employers.

• Prepare daily, weekly, and monthly operational reports utilizing Excel and internal reporting systems.

• Analyze performance, quality, and productivity metrics to identify opportunities for improvement.

• Suggest and implement process enhancements.

• Collaborate with Operations Management on strategic initiatives and special projects.

• Carry out other related responsibilities as assigned.

• Manage staff responsibilities, including interviewing, hiring, training, work assignments, performance evaluations, disciplinary actions, complaint resolution, and problem-solving.

⛳️ Requirements

• 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 setting.

• At least 1–2 years in a leadership or supervisory position.

• Previous experience in VOE, Mortgage Processing, or Mortgage Verification is strongly preferred.

• Advanced proficiency in Microsoft Office (Excel, Outlook, Word).

• Familiarity with mortgage processing platforms, LOS systems, and verification tools.

• Ability to coach, mentor, motivate, and develop team members while fostering performance and accountability.

• Excellent verbal and written communication skills in English.

• Capability to effectively engage with US-based employers, clients, and internal stakeholders.

• Certificates, Licenses, Registrations: None required.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements.

• Generous paid time off and holiday policies.