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Job Details

CSR Team Lead

Client Service Representative-Team Lead  Jacksonville, FL  Posted: 10/28/2019
Job Description

Job ID#:


Job Category:

CSR Team Lead

Position Type:





Plaza Home Mortgage, Inc., a national mortgage company headquartered in San Diego, California, has an excellent opportunity for a Client Service Representative - Team Lead with our Jacksonville, FL Branch Office.
Plaza Home Mortgage, Inc. was originally founded in December of 2000 to serve the San Diego area mortgage market. Due to our growth and success, we now have branches throughout the United States and we are continuing to grow and expand in anticipation of market demands. Plaza is privately owned and operates as a full service Mortgage Banker. We originate mortgage loans on both a wholesale and correspondent basis.
Our ideal candidate should be outgoing, hardworking, and maintain high levels of professionalism and ethics. 

Responsible for handling a variety of complex customer and operational transactions requiring a high degree of flexibility and time management skills.   Assists Account Executives (AEs) and Operations staff with file flow, priority and status calls to Brokers. Works closely with customers in order to get loans cleared-to-close within in expected turn-times.
Must comply with all BSA/AML requirements as well as any mandatory changes. The following job functions are not all-inclusive. The associate will be required to perform other job-related tasks/responsibilities requested by the manager. Job duties may change as required by needs of company. Must complete all required industry and compliance training as required by Plaza Home Mortgage.
 Oversee the management of the CSR team and provide client support to move loans from cleared-to-close to ensure expected turn-times are met and that quality standards are maintained.
  1. Work directly with CSRs by providing training and daily support.
  2. Assist with the recruiting, interviewing and hiring of CSR team.
  3. Motivate and coach CSR team to achieve branch goals.
  4. Monitor reports for the purpose of identifying positive and negative trends in productivity within the CSR department including pipeline management of aged loans, turn-times, and other key performance metrics that the team is measured against. 
  5. Ensure CSR team adheres to all of Plaza’s Policy & Procedures, and that loans are processed in compliance with all  State and Federal regulations.
  6. Engage in verbal and written communication with Account Executives (AEs) and clients.
  7. Effectively communicate to the CSR team about company changes to policy and procedures.
  8. Act as a resource to CSR team.
  9. Assist AEs and Operations staff with priority and status calls to clients.
  10. Help with the processing of more complex loan approvals and documentation requests and lock extensions.
  11. Possess working knowledge of Plaza’s Broker Portal and provide support to the CSRs and customers as needed. 
  12. May sign off on underwriting conditions that are both noncredit and credit qualifying, depending on authority.
  13. Support Regional Manager with process flow and process improvement as an ongoing best practice.
  14. Assist Regional Manager with conducting periodic loan-level audits to ensure compliance
    with all company quality standards.
  15. Report productivity and departmental errors on monthly basis to Regional Manager.
  16. Assess and evaluate CSR scorecard for efficiency gains; guide team members when required.
  17. Coach CSR team regularly regarding their job performance and complete annual performance reviews by due date.
  18. Provide leadership, guidance, mentoring and training to entire CSR team.
  19. Work with Regional Manager on setting monthly goals.
  20. Other duties as assigned.

Job Requirements:

  •  High school diploma or equivalent required; College degree preferred
  •  Previous team lead/supervisory or commensurate experience desired
  •  Fundamental understanding of loan program products and services as well as policies
  •  Demonstrated skill in monitoring and overseeing loan production pipeline
  •  Must be proficient in analyzing rate sheet and product guidelines
  •  Experience with Loan Origination Systems (LOS) such as Calyx Point, Ellie Mae, and NetOxygen
  •  Proficiency with computer systems including MS Office (Word, Excel, and Outlook) and familiarity with Internet browsers and email functions required
  •  Excellent  written, verbal and interpersonal communication skills
  •  Strong customer service skills
  •  Ability to efficiently and consistently produce accurate work
  •  Solid organizational and problem solving skills
  •  Capability of multi-tasking in fast-paced environment with heavy volume of transactions
  •  Proven aptitude to work in both a team and individual environment
  •  Sound judgment skills to make quick decisions within written policy and standard operating procedures essential
  •  Attention to Detail
  •  Business Perspective
  •  Client Focus
  •  Impact and Influence
  •  Interactive Communication
  •  Problem Solving
  •  Self Confidence
  •  Stress Management
  •  Team Work
  •  Work Ethic
    Plaza offers a great work environment. Plaza is an EEOC Employer and follows all federal, state and local laws relating to fair employment.
    Plaza Home Mortgage, Inc. is committed to preventing, stopping and remedying all forms of discrimination that occurs in its workplace.  Managers are accountable for keeping Plaza’s work place free from discrimination and ensuring that Plaza provides equal employment opportunity for all in the workforce and for those seeking to become members of Plaza’s workforce.
    Plaza’s employees are protected by laws designed to protect employees from discrimination on the bases of race, religion, color, sex, pregnancy, gender identity, sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or any other non-merit based factor.  These protections extend to all management: practices, and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs. Plaza’s employees are also protected against retaliation if they engage in a protected activity, whistle blowing, or the exercise of any appeal or grievance right provided by law.


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