This role is responsible for ensurIng the efficient processing and workflow of residential mortgage loans according to established bank and departmental service level agreements, policies and procedures. Additional responsibilities includes the coordination and training of new staff onboarding needs for Residential Banking Operations.
This will include on boarding and offboarding, training, workflow management, and other essential functions. Oversees and coordinates work flow and support functions of the team to ensure production levels and deadlines are met and the Bank's strategic business objectives are achieved in an efficient and effective manner. Ensures service quality standards for timeliness, accuracy and completeness are met. Adheres to bank's residential loan procedures and investor loan and documentation policies and guidelines.
Principal Duties & Responsibilities:
- Pipeline Management to ensure SLA metrics are met each day and loan assignment is compliant with licensing requirements.
- Hold daily/weekly huddles to discuss results from previous days, changes, etc. In conjunction with direct manager.
- Function as a SME and lend assistance for questions and scenarios.
- Ensure trends are provided to Operations Support Manager for implementation of job aids, training tool updates, etc.
- Assist Processors in understanding underwriting decisions and conditions.
- Maintaining employee motivation engagement & recognition.
- Inspiring employee commitment and integrity, modeling-cultural values and positive behaviors.
- Ensuring, regulatory excellence in all aspects of employee responsibilities by monitoring regulatory expectation specific to each report and holding employees accountable to their specific regulatory responsibilities.
- Monitors the day to day workflow of the residential lending process, includes timely processing, submission to underwriting and closing in a timely manner.
- Works closely with the Residential Operations Support Manager to support the department goals and objectives.
- Ensures the data in Loan Origination System is accurate.
- Conducts pipeline reviews weekly with operations and production staff to ensure consistent communication and meet loan closing objectives.
- Receives and obtains approval of all title requirements such as Title Commitment, CPL, O&E, Preliminary CD, etc.
- Creates and maintains records for pending documentation and/or exceptions; follows-up on any documentation deficiency.
- Responds to phone inquiries and e-mails from the general public and bank personnel on eligibility, terms and conditions for the various residential programs.
- Ensures regulatory compliance objectives are met including Reg B, Reg Z, and TRID.
- Participates in recruiting and training of Operations Staff.
- Manage team members to deliver a consistently exquisite experience for the client’s customers by meeting customer satisfaction objectives, including timely and compliant welcome, approval, closing, and weekly contacts, meeting loan closings based on original requested close date, meeting target turn times established for refinances, and managing that pipelines do not exceed specified age range
- Manage daily productivity of the team to achieve monthly funding and final dispositions established
- Demonstrate a commitment to diversity and model behaviors which value everyone for their unique contribution and create an environment that allows each employee to reach their potential.