Arch Mortgage Insurance Company (Arch MI) · 4 hours ago
Manager, Underwriting Customer Service
Triad Area
Full-time
Hybrid
Mid, Senior Level
5+ years expArch Mortgage Insurance Company (Arch MI) is a company that promotes progress and inspires clients, employees, investors, and communities to achieve their greatest potential. The Manager of Underwriting Support Operations oversees frontline underwriting support operations and is responsible for meeting quality, productivity, and customer service targets while managing staff and collaborating with various business units.
CreditFinancial ServicesRisk Management
Responsibilities
Assists VP/Director in managing a multiple shift operation that is responsible for several call groups, multiple email communication boxes, and queue management. Ensures agreed SLAs are met with prompt responses to customers
Manages Customer Service and the MI Operations staff to ensure effective customer support on all inquiries, pended loans, guideline and rate questions, and various LOS and ArchMIConnect user access issues
Conducts second reviews of high-risk loans or loans beyond subordinate’s authority level. Addresses underwriting issues from staff, reviews result of QC findings with team members to preclude any further issues
Collaborates with business units such as Underwriting Managers and Sales Support to develop plans and strategies to improve efficiency and productivity. Collaborate with Product Managers on the content for ArchMIConnect, Customer Support Center, Amazon Connect, OPUS, and AQUA system releases to improve efficiency for both customers and internal staff to ensure system issues are addressed
Stays abreast of company products, programs, underwriting guidelines, and procedures
Provides System Analyst feedback on eligibility rule authoring and any production issues that arise to ensure quality standards are achieved
Manages staff to accomplish objectives through effective recruitment and selection, training and development, and performance management
Review monthly reports supporting staff production and quality measures
Qualification
Required
Bachelor's degree
5+ years of related experience
Experience managing people and processes
Comprehensive knowledge of MI underwriting principles, practices, methods and techniques
Good problem solving, process development and improvement skills
Effective leadership skills
Ability to manage, coach, mentor, and motivate staff
Excellent oral and written communication skills
High level of customer service
Advanced business acumen, including basic financial and budgeting skills
Solid organizational skills
Ability to manage multiple tasks/projects simultaneously
Results driven and able to ensure execution
Benefits
Multiple medical plans plus dental, vision and prescription drug coverage
A competitive 401k with generous matching
PTO beginning at 20 days per year
Up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer
Basic Life and AD&D Insurance as well as Short and Long-Term Disability
Paid Parental Leave of up to 10 weeks
Student Loan Assistance and Tuition Reimbursement
Backup Child and Elder Care
Company
Arch Mortgage Insurance Company (Arch MI)
Arch Mortgage Insurance (“Arch MI”) is a leading provider of private mortgage insurance (MI) in the United States.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Michael Schmeiser
President and CEO
Recent News
2024-04-10
Company data provided by crunchbase