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AVP, Broker Direct Operations Manager
PennyMac
Westlake Village, CA, United States
Job Details - this job has expired, please see similar jobs below
Overview
Responsible for managing a team who work with clients across one or more regions. Serves as the escalation point to resolve loan level and structural operational challenges and manage high level relationship issues within assigned region(s). Responsible for ensuring best-in-class client experience and infusing innovation in our Operations / Loan Review processes. Will train newly approved clients and mentor new associates on our day-to-day activities. Uses internal and external feedback to promote loan quality and pipeline efficiency. Collaborates and aligns with sales leadership on all regional client initiatives and administration of incentive plans to associates.
Job Description
• Monitor pipeline status in assigned regions to confirm that loan-level review and follow-up activities are completed
• Act as escalation point for the team, using loan committee and other resources to ensure rapid and accurate conclusions
• Develop and maintain communication channels and venues that align with internal and external partners
• Utilize external/internal levers to quickly resolve issues escalated by the client, sales, or management
• Manage phone/IM Queues and all prioritizations /rushes
• Monitor team adherence to defined policies and procedures, accurate review of stipulation validation, and ensure tasks and escalations are being driven by the team appropriately
• Coach associates in conducting effective client partnership calls and identify client trends and coaching opportunities
• Monitor all regional SLA’s and turn times for adherence to established standards
• Train and monitor employee performance and produce regional performance reviews in conjunction with quarterly incentive administration
• Continually identify and remedy any internal and external process inefficiencies
• Provide transparency and feedback to the team on regional KPI metrics and areas for improvement
• Support Culture development and active associate engagement
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values
Ideal Candidate will have the following:
• Bachelor’s degree or higher in business administration, finance or related field or equivalent work experience
• Contemporary knowledge of mortgage industry and operational practices
• Functional understanding of applicable federal, state and local lending regulations
• Strong organizational skills
• Experience managing client relations
• Excellent communication skills
• Display willingness to make decisions, exhibit sound and accurate judgment and make timely decisions in a fast paced environment
• Credibility and self –confidence that earns organizational trust
• Ability to change priorities as needed to meet business demands
• Demonstrate ability to advance multiple priority assignments concurrently within established deadlines
• Software proficiency including Microsoft Office Suite and MS Visio
• Must possess strong attention to detail with the ability to work and manage team independently
• Proven track record at delivering timely and accurate results in a fast-paced environment
• Excellent critical thinking, problem solving, and mathematical skills, using sound judgment
• Strong business acumen and proven ability to successfully interface with Executive Management both internally and externally
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