Position purpose

The purpose of this position is to lead the team of Account Management technicians to resolve PRMI’s IT questions/needs in a timely manner, to ensure the quality of work being completed, and to ensure that all shifts are covered including the on-call rotation.

Responsibilities/Duties/Functions/Tasks

Adjust schedules as needed to ensure coverage during business hours

Document standard practices
Train team members on standard practices
Perform quality checks on calls/cases to ensure SOP’s are being followed
Provide feedback to team members to aid in their development/growth
Handle escalations from Account Management team members
Ensure SLA’s are met
Assist in achieving IT OKR’s

Qualifications

Strong communication, analytical, and problem-solving skills
Excellent writing and editing skills
Ability to effectively and professionally handle difficult situations that arise
Ability to multi-task
Strong organizational skills and attention to detail
Strong supervisory and leadership skills
Ability to prioritize tasks and to delegate them when appropriate
Ability to function well in a high-paced and at times stressful environment
Knowledge of Office365 applications & troubleshooting (i.e. Word, Excel, Outlook, PowerPoint, etc.)

Supervisory Responsibilities

Recruits, interviews, hires, and trains new staff
Oversees the daily workflow of the Account Management team
Provides constructive and timely performance evaluations
Documents problems so management can discipline employees
Approve timecards

Preferences

Extraordinary attention to detail
Ability to work and to deliver content under tight deadlines
Ability to work independently
Ability to coach team members and provide a good example

Company Conformance Statements

In the performance of assigned tasks and duties all employees are expected to conform to the following:

Review and adhere to policies and guidelines contained within the Employee Handbook, including privacy and information security guidelines.
Act within delegated authorities and adheres to applicable policy and procedures associated with such authorities.
Contribute to establishing a respectful workplace where diversity is critical to innovation and growth.
Ensure every action and decision is aligned with PRMI values.
Partner with your management team to understand performance expectations and measurements. Effectively utilize feedback and coaching opportunities while seeking to learn and develop within your role at PRMI.
Realize team synergies through networking and partnerships across PRMI.
Embrace change; act as advocate and role model, promoting an approach of continuous improvement.
Maintain a high standard of customer care while actively listening to customers in an effort to understand their views and needs. Take ownership of problems and issues, taking into consideration the breadth of PRMI competencies in providing solutions.
Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
Work effectively as a team contributor on all assignments.
Perform quality work within deadlines.
Respect client and employee privacy.

Work Requirements

Each employee must be able to communicate clearly and effectively, utilize a computer, maintain a work schedule, and effectively perform in an office setting. To maintain and ensure secure privacy of borrower (and other protected) information, an essential function of this job may require physical attendance in a defined office space. (i.e. branch or corporate office location). Employment with PRMI requires compliance with and adherence to all applicable mortgage and fair lending laws and regulations as well as PRMI policies. The ability to work extended hours may be required.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

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Information Technologies - Account Management Team Lead