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Mortgage Loan Processing Manager
KeyBank
Salt Lake City, UT, United States
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Job Description
JOB TITLE: Mortgage Processor Manager
Grade/Benefit Designator:
Job Code:
ABOUT THE JOB (JOB BRIEF)
The Mortgage Loan Processing Manager reports directly to the Key Bank Mortgage (KBM) Fulfillment Director and is responsible for directing and managing the daily performance and productivity of the processing team. This individual is responsible for ensuring work is compliant with regulatory requirements and for collaborating with the Closing and Underwriting Manager to ensure a high level performance is being met while exceeding customer satisfaction goals. The Processing Manager will also serve as an escalation point for questions, complaints and problem solving. Will communicate with borrowers, Loan Officers, branch referring partners, settlement agents, underwriting and closing in a professional, courteous manner while setting expectations to avoid delays and confusion. Monitors file flow to ensure SLA’s are consistently met or exceeded. Is expected to manage and redistribute workload when necessary to maintain a positive customer experience. Motivate and lead team to success using recognition, team building activities and positive reinforcement.
ESSENTIAL JOB FUNCTIONS
The Processing Manager will guide the Processors to daily, weekly and monthly production goals, while ensuring the level of expected service, quality and integrity of the loans are maintained. This position will work with the Mortgage Loan Processors in the daily reviews of application pipeline and establishing daily priorities for the staff. The Processing Manager will be responsible for having mentoring sessions with the team members to instill awareness of the team member’s goals, any challenges or areas of focus, maintaining accurate policies and procedures and ensuring opportunities are addressed with a plan identified for success. The Processing Manager will work with internal partners such as QC and Compliance to ensure quality standards are monitored and managed.
Staff Management
• Manages a staff of Loan Processors I, II and Loan Processing Assistants
• Ensures the following:
◦ Processors perform all job responsibilities in at timely manner thus ensuring quality loan files are presented to underwriting.
◦ All loan quality benchmarks, productivity standards, and client service levels are met or exceeded.
◦ The processing processes operate smoothly, efficiently, and produce quality mortgage loans.
◦ Sufficient staff coverage is in place to meet or exceed set service level expectations and maintain optimal operations efficiency.
◦ A high level of data integrity and accuracy of all loans as measured by the number and severity of audit exceptions reported monthly by external and internal audit teams.
• Recruit, train, develop, mentor, coach and lead a high quality team of mortgage processors in an environment that encourages employee participation in determining how best to serve clients, operate most efficiently, and achieve the KBM financial goals.
• Track, monitor, and manage all staff hours and overtime to maintain productivity and client service levels.
• Provide staff with continual, constructive feedback on performance; is accountable for staff performance;
• Ensures department communicates to internal staff and sales verbally and in writing regarding status, issues or additional requirements for processing loans.
• Leads staff meetings to communicate industry and company changes in order to maintain team unity and comprehension.
• Exhibits accessibility to take on issues/concerns that need immediate attention.
Pipeline Management
• Review and prioritizes processor files on a daily basis and follows up on loans experiencing delays.
• Monitors loan flow and assigns files according to staff work load.
• Ensure the following:
• That mortgage applications are processed accurately and the appropriate workflows are utilized.
• That processor work loads and file assignments are balanced daily.
• Applications are progressing through the processing workflow.
• Evaluate current business processes and implement process improvements that result in improved communication, client service, quality of work performed and maximize operational effectiveness.
• Review the processing process and make recommendations to result in improved communication, quality of work performed, and maximize operational effectiveness.
• Constantly communicate and collaborate with Sales, Underwriting, Closing, and Post Closing regarding to loans submitted to those departments to achieve the best outcome for the member and the team.
• Act as the primary resource for the processing and sales teams for processing and procedure questions
Other
• Maintain a dynamic and cooperative relationship with the other managers and partners within KBM to develop and maintain smooth operational transitions.
• Maintain knowledge of regulatory requirements, including but not limited to (RESPA), Regulation Z, Regulation B
• Full engagement with Sales Management that will include but not limited to attending monthly sales meetings, escalate sales issues/concerns to appropriate sales manager, issue resolution and relationship building with sales staff
• Ensures the following:
• That processors regularly and consistently communicate with clietns, teammates, and business partners file status updates and other information deemed key by management.
• That teamwork within the department and internal standards are promoted and adhered too.
• That processors remain current with changes in investor and agency guidelines
REQUIRED QUALIFICATIONS
• Bachelor’s degree or equivalent work experience required;
• 5 - 7 yearsof mortgage lending processing or underwriting experience
• Minimum of 3 years supervisory experience
• 3+ years of FHA/VA/FNMA/FHLMC loan processing experience
• Demonstrated ability to work in a demanding, fast paced, team oriented setting
• Working knowledge of PC (MS Windows and Office Products including Word, Excel, etc.)
• Strong knowledge of RESPA guidelines, general knowledge of all mortgage and consumer lending regulations
• Strong math and analytical skills
• Excellent written and verbal communication skills
• Demonstrated ability to prioritize, multi-task and meet deadlines
• Ability to work varying hours and overtime if needed
• Strong organizational skills
• Ability to handle competing priorities effectively and within established timeframes
• High level of integrity and trust; must be a team player with a selfless attitude
• Ability to coach staff to meet designated goals.
Employees in this job are required to comply with all rules and regulations of The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (The SAFE Act). Employees hired or transferring into this position will need to meet the qualification requirements, in Key's sole discretion, under Reg. Z, prior to acting as a loan originator in a consumer credit transaction secured by a dwelling. Qualification requirements include but are not limited to an assessment of overall financial responsibility, character, and general fitness through review of a criminal background check, credit report, and information about any administrative, civil, or criminal findings by any government jurisdiction.
ABOUT KEY:
KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.
ABOUT THE BUSINESS:
Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank’s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.
FLSA STATUS:Exempt
KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
JobID: 27586BR