Team Lead, VOE

🔥 21 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Moder

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2020

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

Moder is a digital-first consulting and third-party mortgage services provider (Moder Solutions, LLC) that helps mortgage, banking and insurance organizations modernize operations, automate processes, and improve customer experiences. The company combines mortgage automation tools, digital transformation services, compliance-aware operating models, and global delivery talent to streamline origination, servicing and broader financial operations. Moder is NMLS-registered (Moder Solutions, LLC — NMLS ID 1186374) and operates as a non-lending, non-broker third-party service provider.

📋 Description

• Lead, coach, and mentor a team of VOE Specialists to achieve productivity, quality, and service goals • Monitor daily workflow, attendance, and team performance • Conduct one-on-one coaching sessions, performance reviews, and feedback discussions • Support onboarding and training of new team members • Oversee daily verbal and written employment verification operations • Ensure outbound call expectations, productivity goals, turnaround times, and operational targets are met • Serve as the primary escalation point for complex employment or income verification issues • Maintain team QA performance of 95% or higher with zero compliance errors • Perform quality audits and provide actionable coaching • Ensure compliance with Fannie Mae, Freddie Mac, FHA, VA, and RESPA guidelines • Monitor borrower confidentiality and data security policies • Review and validate W-2s, pay stubs, tax returns, employer responses, and other verification documentation • Review escalated files for inconsistencies, missing documentation, or potential fraud indicators • Promote exceptional service for employers, borrowers, clients, and internal stakeholders • Resolve escalated customer or employer concerns • Prepare daily, weekly, and monthly operational reports using Excel and internal reporting tools • Analyze performance, quality, and productivity data to identify improvement opportunities • Recommend and implement process improvements • Collaborate with Operations Management on strategic initiatives and special projects • Perform other related duties as assigned • Manage staff, including interviewing, hiring, training, work assignment, performance appraisal, discipline, complaint handling, and problem resolution

🎯 Requirements

• Bachelor’s Degree from a Four (4) year College or University • 4–6 years of experience in a Call Center, Customer Service, or Mortgage Operations environment • At least 1–2 years in a leadership or supervisory role • Previous VOE, Mortgage Processing, or Mortgage Verification experience is strongly preferred • Advanced proficiency in Microsoft Office (Excel, Outlook, Word) • Familiarity with mortgage processing platforms, LOS systems, and verification tools • Ability to coach, mentor, motivate, and develop team members while driving performance and accountability • Excellent verbal and written English communication skills • Ability to effectively interact with US-based employers, clients, and internal stakeholders • Certificates, Licenses, Registrations: None Required