1. Measures and documents staff   performance, tracks time and attendance, and responsible for providing   monthly and annual reviews.

2. Takes and resolves escalated   calls/complaints.

3. Provides coaching regarding quality   assurance and creates associate remediation plans when staff is performing   below expectations.

4. Responsible for new hire and on-going   associate training.

5. Provides recommendations for   procedural changes and improvements as they pertain to the department.

6. Responds to investor inquires and   assisting staff when incoming and outbound calls when required.

7. Assist manager with monitoring reports   to ensure department and investor metrics are met.

8. Assist manager with determining the team’s   daily activities and ensuring associates are fully engaged throughout the   day.

9. Participates in presentations for   investors, rating agencies, and other servicing platform visitors.

10. Clearly communicates strategies to   team members and other stakeholders.

Stakeholder Management

1. Participates in presentations for investors, rating agencies, and   other servicing platform visitors.

Governance & Compliance

1. Establish   proper records, approvals, documentation, and audit trails for all transactions.

2. Ensure   adherence to the implementation of effective governance, compliance, and risk   management frameworks.

3. Manage   issues to mitigate impact and risk by early detection of risk items &   active team involvement

1. Carries   out supervisory responsibilities in accordance with the organization’s   policies and applicable laws. Responsibilities include interviewing, hiring,   training, planning, assigning, and directing work, appraising performance,   rewarding and disciplining employees, addressing complaints and resolving   problems.

2. Support   in improving existing processes and automation of established processes &   procedures

· High school diploma or general education   degree (GED) required. Bachelor's   degree (B. A.) or higher in business related field from an accredited   four-year college or university preferred. Three to five years' related   experience and/or training required.