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Work director skills for your resume and career

Updated January 8, 2025
6 min read
Below we've compiled a list of the most critical work director skills. We ranked the top skills for work directors based on the percentage of resumes they appeared on. For example, 15.7% of work director resumes contained customer service as a skill. Continue reading to find out what skills a work director needs to be successful in the workplace.

15 work director skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how work directors use customer service:
  • Supported customer service representatives with the servicing of reverse mortgages by answering all varieties of loan questions and handling supervisor/escalation calls.
  • Received several recognition awards including: Outside Client Recognition Awards for Superior Customer Service.

2. Performance Feedback

Here's how work directors use performance feedback:
  • Demonstrate ability to lead, train, and provide performance feedback to staff and management.
  • Led trained and provided performance feedback to staff and management.

3. Staff Performance

Here's how work directors use staff performance:
  • Informed supervisors on staff performance as well as address processing errors with team members.
  • Give input to supervisors on staff performance, represent unit at meetings.

4. Scheduling Issues

Here's how work directors use scheduling issues:
  • Address scheduling issues, including absences and tardiness.
  • Resolved scheduling issues and represented unit at meetings.

5. Level Agreements

Here's how work directors use level agreements:
  • Prioritized work distribution based on established priorities monitoring turnaround times to ensure Service Level Agreements were met or exceeded.
  • Manage daily operation of department with high focus on productivity, service level agreements, risk avoidance, and overall quality.

6. Direct Supervision

Direct supervision is a term used to indicate that a person is supervising a certain task or a certain person while being physically present or in close proximity. It refers to the presence of a person and the availability of their supervision in something if it is needed.

Here's how work directors use direct supervision:
  • Provided product knowledge, coaching and direct supervision to associates.

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7. Foreclosure

Foreclosure is a term that refers to the legal process used by mortgage holders to take over mortgage real estate from borrowers who are unable to pay their mortgages. Foreclosure allows the lenders to collect the amount owed on the defaulted loan by taking possession of the asset which is used as collateral for the loan or by forcing it to sell.

Here's how work directors use foreclosure:
  • Coached and developed Foreclosure Liaisons to manage their pipeline and answer all communication until loan resolution was met.
  • Assisted with foreclosure accounts by providing options for retention and liquidation.

8. UAT

UAT stands for user acceptance testing, and it is the last phase in the software testing process that determines whether the software is fit for the purpose it was built or not. UAT checks two main things; whether the software fulfills the business requirements and can it be used by the end-users. It is the final and most critical step in the testing stages and it determines whether the software should be introduced in the market or not.

Here's how work directors use uat:
  • Team projects performing User Acceptance Testing (UAT), and Lifecycle Management and assisted with new system implementations.
  • Participated in UAT testing for database/system deployment.

9. Process Improvement

Here's how work directors use process improvement:
  • Implemented continuous process improvement efforts including evaluating existing processes and procedures to identify opportunities to facilitate process improvement.
  • Directed approval conversations and implementation plans for over 600 submitted process improvement ideas each year

10. Loan Documentation

Here's how work directors use loan documentation:
  • Provided guidance and training to other Loan Documentation Specialists.
  • Examined loan documentation received from customers and communicated efforts to parties interested in the loan's progress.

11. Quality Standards

Quality standards are a specific level of standards of products that are set by the companies for the customers that have to be met and maintained throughout the process until the time of delivery. Quality standards are information that includes the customer's requirements, guidelines, and characteristics for the needed final product or service.

Here's how work directors use quality standards:
  • Perform QA measures via call, email, and/or investigations auditing to ensure high quality standards are met.
  • Consulted with manager and team members to improve quality standards, communication, and work environment.

12. Business Lines

Here's how work directors use business lines:
  • Set meetings to communicate information to senior management over business lines trends and capacity.
  • Build relationships across business lines to effectively create business partnerships.

13. SLA

SLA refers to Service-level Agreement. It is an agreement between a customer and the service provider on the quality of service and what standards they must meet.

Here's how work directors use sla:
  • Analyze, report and develop metrics to make sure SLA are met.
  • Managed daily workflow in adherence to procedures while meeting service level agreement (SLA) deadlines.

14. Credit Reports

Credit reports are statements that carry information about your credit affairs and current credit situation like loan payment history and credit accounts status. A credit report acts as history because it contains the record from the day you opened the account till your account balance. Potential lenders and creditors make use of credit reports and decide whether to offer you credit or not and under what conditions.

Here's how work directors use credit reports:
  • Handled all escalated issues as it pertains to unclear title issues, credit reports, bank statements.
  • Order required credit reports, appraisals and title reports in order to complete loan files.

15. FHA

The Federal Housing Administration (FHA) stands for a government agency in the United States that offers housing insurance to FHA-approved lenders who follow certain conditions.

Here's how work directors use fha:
  • Developed and delivered a variance generator to accompany the FHA EVARS website, which resulted in faster response times for variances.
  • Communicated to the team members any changes with FHA, Fannie Mae or Freddie Mac Loss Mitigation processing guidelines.
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List of work director skills to add to your resume

Work director skills

The most important skills for a work director resume and required skills for a work director to have include:

  • Customer Service
  • Performance Feedback
  • Staff Performance
  • Scheduling Issues
  • Level Agreements
  • Direct Supervision
  • Foreclosure
  • UAT
  • Process Improvement
  • Loan Documentation
  • Quality Standards
  • Business Lines
  • SLA
  • Credit Reports
  • FHA
  • Investor Guidelines
  • Government Regulations
  • MSP
  • QA
  • Performance Reviews
  • PTO
  • Loan Processing
  • RAN
  • SME
  • Lieu
  • Conference Calls
  • Customer Inquiries
  • Call Tracking
  • SharePoint
  • LIS
  • Gem
  • Compliance Guidelines
  • Business Processes
  • HUD
  • Direct Reports
  • Process Gaps
  • Customer Issues
  • Loan Modifications
  • HR
  • ATM
  • FTE
  • Level Review
  • LPS

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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