Mortgage Operations Manager - Laurel Road National Digital Bank

Company: KeyBank
Location: Buffalo
Posted on: April 10, 2021

Job Description:

Laurel Road, a brand of Key Bank, is part of the expanding FinTech space. We offer Mortgages, Student Loans, and Personal Loans as well as traditional banking products through a digital online experience, . Be a part of our exciting, fast growing digital bank, where innovative technology, tailored products, and a commitment to white glove service provides our customers with peace of mind, savings and convenience.ABOUT THE JOB (JOB BRIEF)The Leader of LR Mortgage Operations is responsible for the management and oversight of the end to end mortgage origination process, including application intake, document review, underwriting, loan processing, closing, funding, and post-closing. This position is directly responsible for ensuring the timely, accurate, compliant processing and closing of all loans and the overall experience of our customers through the originations and closing process. This position also works in partnership with the Sales, Manager, QA/QC manager, servicing manager, and other areas as appropriate (marketing, capital markets, accounting) in support of the growth of the mortgage business..ESSENTIAL JOB FUNCTIONS

• Manages the following departments: application intake, document review, underwriting, loan processing, closing, funding, and post-closing, including customer contact and efficient pipeline management.
• Achieves/maintains productivity in each department that is acceptable to our internal and external customers.
• Manages staffing and budgeting of all managed departments with the input of the key stakeholders, including marketing and finance
• Responds quickly and precisely to any Agency, QC, Investor or other department request or reports as it relates to operations.
• Maintains less than 5% error rate on QC reports
• Creates and implements an action plan and a feedback loop for continuous improvement
• Develops productivity and quality standards; measures results continuously and delivers mentoring to team menbers through qualitative and quantiative feedback
• Serve as the first line of defense to prevent and/or resolve customer issues.
• Seeks and implements system and process enhancements to increase productivity or quality
• Collaborate with MLO Manager/MLOs to deliver industry leading sales and service end-to-end
• Works closely with cross functional teams to meet business objectives
• Works with the reporting and analytics team to develop productivity and quality scorecards for each department.
• Reviews escalated issues in a timely manner
• Holds the team accountable for outstanding customer service to internal and external customers
• Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policiesREQUIRED QUALIFICATIONSEducation/Certifications
  • Minimum requirement is a High School Diploma or GED plus equivalent work experience; Bachelor's degree is preferredExperience & Required Skills:
    • 10 years full-time mortgage originations experience required
    • 5 years full-time mortgage operations and people management experience required
      • Familiarity with Agency and investor programs and guidelines
      • Familiarity with Encompass and/or Empower required
        • The ability to provide exemplary written and verbal communication is crucial for this position
        • Dedicated to quality customer service, with proactive response to stakeholder needs
        • Ability to troubleshoot and solve problems; strong attention to detail
        • Ability and willingness to work on multiple projects at the same time
        • Knowledge and use of relevant PC software applications and skills to use them effectively including MS Office Word, Excel, Outlook, PowerPoint, Microsoft Visio, Microsoft SharePoint and Microsoft Project.
        • Experience with mortgage processing within a highly digital customer and employee operating model.
        • Exhibit effective workforce management skills
        • Self-starter; ability to work independently; initiate and drive projects from concept to completion.
        • Positive attitude and ability to multi-task
        • Effectively utilizes each team member to accomplish functional objectives and premium customer care.
        • Provide training and guidance for all departments
        • Provide direct and concise performance management or termination as necessary
        • Ability to work collaboratively and supportively with management to achieve business objectives.FLSA STATUS:KeyCorp is an Equal Opportunity and Affirmative Action Employer Min/Fem/Vet/Disabled

Keywords: KeyBank, Buffalo , Mortgage Operations Manager - Laurel Road National Digital Bank, Executive , Buffalo, New York