Manager, Consumer Direct Processing

Reporting to the Director, Consumer Lending Operations, the Manager, Processing, will oversee and be directly responsible for day-to-day operations, coach and provide individual feedback to direct reports and their team with the intent of driving desired business results, as well as be accountable for achieving targets on department level metrics.  The Director will work closely with the Processing Manager to identify areas that are in need of change, training, or updating, and helping to implement the required action.  The Director will also be available to assist in a resolution to issues that have been escalated and communicate with Loan Officers in regards loan files.

Job Functions And Responsibilities: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

• Manage Forward lending processing staff in addition to the overall pipeline of active loans through to loan close
• Develop and drive accountability in all areas of retail processing to determine daily, weekly, and monthly measurements by individual to perform evaluations
• Utilize cross departmental previous leadership to drive change in current processes that address operational effectiveness, efficiency and smooth transitions between operations, underwriting and offshore operations.
• Hire and performance manage as necessary to meet capacity measurements ensuring performance metrics are managed to and met for processing.
• Provide effective measurements and feedback to the Director of Consumer Lending on the operations of the business
• Partner with the Controls team, to enhance LOS, procedure updates, and Training of all consumer processing 
• Develop a clear line of communication and SLAs with sales, underwriting and APAC operations to meet daily, weekly, and monthly Funding Goals, cycle times, and NPS. Manage the team within these metrics.
• Provide guidance and expertise to team on standard concepts and practices
• Partner with Operations, Human Resources, and other Management team on departmental issues including collaborating on compensation plan designs with Director of Operations
• Evaluate reports and processes to meet business goals and objectives
• Mentor staff in solving quality control issues 
• Foster a culture within the Proccessing team of customer servce and delivery to the borrower.
• Assist direct reports in developing and facilitating department standards and procedures
• Other duties as needed

Key Result Areas: 

• Set objectives & key results (KPI’s)  that support our Service Excellence philosophy and standards, and monitor delivery against these to increase Customer satisfaction levels, 
• Promote and instill a high performing team culture,foster talent to improve and maintain retention levels, and support change management initiatives
• Allocate resources and drive accountability to direct reports to ensure achievement of results

Qualifications: 

To perform this job successfully, an individual must have the following education and/or experience:

• High school diploma, GED, equivalent certification, or military experience
• 5 years of mortgage processing experience
• 2 years of supervisory or team lead experience managing 10 or more employees
• Detail oriented with superior follow up skills
• Strong leadership skills, including ability to operate with Director+ executives in both written and oral forums
• Effective time management and ability to prioritize tasks for self and department
• Proven ability to priorize and delegate and work under pressure, meeting multiple and sometimes conflicting deadlines
• Previous experience in leading the management of tracking, monitoring and preparing reports on departmental goals and objectives
• Strong customer service skills, attention to detail and proven consistency in delivery and work product
• Must be able to measure team production & SLA goals and work with HR if a team member is falling short
• Demonstrated knowledge of mortgage guidelines, DU & LO, RESPA & disclosure requirements, loan closings, loan processing
• NMLS license preferred but not required
• Encompass experience
• Ability to work with Excel

Training/Licensing Requirements: 

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

The salary range for this position is expected to be $82,900– $119,000 per year, depending on geographic location, experience