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Fairway Independent Mortgage Corporation FLS Client Relations Supervisor in Fort Wayne, Indiana

Job Summary:

The Client Relations Specialist Supervisor position provides day to day operational leadership and direction to the Client Relations Specialists in facilitating the appraisal order process and the communication between clients and appraisers resulting in the delivery of an appraisal report.

Essential Job Functions:

  • Supervises the Client Relations Specialist (CRS) and QC Review staff

  • Answers questions relative to policies / procedures

  • Assists in managing escalations

  • Monitors workload of CRS / QC Review & redistribute as necessary

  • Oversight of the pipeline management for their team

  • Troubleshoots inaccuracies reflected on appraisal for alternative solutions

  • Assists in managing the companywide general email box within a rapid response environment, responding to inquires as directed by management

  • Provides support and backup in other areas of the organization

  • Recruits, hires, trains, evaluates employee performance, and manages promotions, transfers, conflict resolution, and disciplinary action

Non-Essential Job Functions:

  • Leads proactive team efforts to achieve departmental and company goals

  • Adopts Fairway values in personal work behaviors, decision making, contributions and interpersonal interactions

  • Leads a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun

  • Performs other duties as assigned

Required Knowledge and Skills:

  • Extensive knowledge and understanding working within a time urgency environment

  • Extensive knowledge and understanding of customer service and intrapersonal best practices

Required Education and Experience:

  • High School diploma or equivalency degree

  • 3+ years of experience in appraisal/mortgage industry preferred

  • Demonstrated leadership experience

  • Demonstrated experience with exceptional phone and email etiquette

  • Demonstrated experience working in a fast paced and changing environment

  • Demonstrated experience with attention to detail, time management, written and oral communication, multi-tasking, and working in a team atmosphere adhering to tight deadlines

  • Demonstrated experience with MS Office software products

Physical Environment:

  • This position is primarily an in office position

  • Normal office environment

Job Posting Title (Candidate Facing): FLS Client Relations Supervisor

External Company Name: Fairway Independent Mortgage Corporation

External Company URL: www.fairwayindependentmc.com

Street: 7609 West Jefferson Boulevard

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