Director, Mortgage Sales, Service & Production

Description

Job Summary:

The role's primary responsibility is to develop and implement a sales and service strategy for mortgage-based products and services to achieve organizational objectives. 

Leadership Duties:

• Hire, develop, and lead the mortgage lending and support staff to ensure efficient delivery of mortgage products and services to members in a timely and accurate manner, while maintaining the Credit Union’s high standard of quality. Ensure employees have the proper tools and resources to successfully perform the requirements of their job.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.  
• Effectively coaches, mentors, motivates, and manages the staff to ensure delivery of communications to employees in a timely and accurate manner while maintaining the Credit Union’s high standard of quality.
• Fosters a productive, rewarding work environment that provides for the development of employees; meets all established goals and metrics; and operates within the Credit Union’s core values. 

Director Duties:

• Develop the mortgage loan employees’ sales, service and lending skills to support and enhance employee and member loyalty and meet Credit Union goals. Provide a superior member experience by:
• Actively listening to and assessing the needs of the member
• Explaining the features and benefits of targeted products and services
• Offering targeted solutions to meet the member’s needs
• Making it quick and easy to do business with SLFCU
• Builds and maintains strong, long-lasting member relationships and partnerships.
• Ensure effective education and guidance is provided to members to achieve their financial goals.
• Provide staff with effective education and guidance to help achieve success.
• Review and make decisions on loans that exceed the underwriter approval limits. Participate in Credit Committee.
• Collaborates and calibrates with other departments to ensure consistent experience across delivery channels.
• Develops, tracks, and reports key sales performance measurements for mortgage teams.
• Evaluate and develop policies, processes, and systems to ensure effective delivery of mortgage loans through all delivery channels.
• Partners with retail to assess the strengths and opportunities of the sales teams and make the necessary adjustments to drive mortgage performance.
• Delivers training on products, services, systems, incentive plans, sales strategies and behaviors that enhance the mortgage experience and empower employees and leaders.
• Evaluate and recommend appropriate new loan products and services, enhancements to existing products and pricing/promotional strategies to ensure competitive mortgage loan programs.
• Evaluate and manage risks related to the delivery of mortgage loan products in a manner that provides for maximum service value to members and an appropriate level of risk to the Credit Union.
• Oversees member outreach efforts to ensure the team is proactively fulfilling product and service-related initiatives for our members.
• Leads skill development sessions. 
• Coaches leaders and mortgage teams.
• Performs other duties as assigned.

Requirements

Required Skills/Abilities:

• Strong proficiency with Microsoft Office applications. Familiar and comfortable with information technology, particularly digital means of communication.
• Strong organizational skills in managing multiple initiatives.   
• Strong analytical and problem-solving skills.  
• Strong communication and negotiation skills
• Proven record of meeting or exceeding established department metrics including high quality member experience, effectiveness, and efficiency.
• Possesses extensive knowledge of laws and regulations governing lending and financial institutions. 
• Must pass and maintain requirements for SAFE Act and NMLS Registry requirements
• Possesses exceptional interpersonal skills. Demonstrates daily the Credit Union’s commitment to maintaining a close and caring touch with its members. Able to formulate creative solutions that strengthen the Credit Union’s relationship with members and business partners.
• Demonstrates strong relationship management skills. Able to handle difficult situations and people in a positive and professional manner.
• Proven record recommending loans for approval/denial and running a high-production department.

Knowledge:

• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in profe