Regional Manager Field Mortgage (Portfolio Retention Outbound Call Teams)

To plan, direct and manage the operations of mortgage loan originations and business development in an assigned region in the country. Oversee professional staff in the interpretation and implementation of mortgage loan programs, policies and procedures. Provide input to senior management for short and long range strategic and operational planning. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans.

• Develop branch strategy, establish priorities and set goals; evaluate and implement standards and ensure alignment with department/organizational objectives
• Manage and direct operations to ensure production goals, service level agreements and corporate objectives are met
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Conduct benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency
• Conduct site visits to monitor business progress, sales process reviews, and to resolve operational/staff concerns
• Research and resolve complex member issues/complaints
• Provide sales training to drive referrals and new business for NFCU; evaluate training programs to ascertain effectiveness
• Lead member satisfaction efforts by consistently monitoring survey data, and membership communications to management/field staff; respond to member inquiries/complaints
• Identify, analyze and recommend new products and/or enhancements to existing products and services to management
• Plan the renovation or relocation of existing field offices, including the procurement of equipment, staff, and telecommunication services
• Develop, recommend, and initiate actions necessary to establish new field mortgage sections
• Perform quality control audits to ensure adherence to applicable federal and state laws, rules, regulations, industry best practices, and NFCU policies and procedures
• Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations and NFCU policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Build and maintain effective relationships with staff, management, key stakeholders and/or external contacts
• Oversee the completion, evaluation, and submission of reports to senior management
• Organize and promote a work environment that emphasizes member service, creativity, quality, productivity, and partnership
• Contribute to a culture of collaboration by actively working across business lines, communicating knowledge and business processes to other business units to ensure quality member experience
• Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
• Provide overall leadership to large strategic projects and/or programs; ensure effective management of projects from inception through implementation
• Perform other duties as assigned

• Expert knowledge of applicable federal and state laws, rules and regulations
• Expert knowledge of conventional, FHA, VA loans & RESPA guidelines
• Expert knowledge of FNMA, FHLMC, GNMA, VA, FHA and private mortgage investors and insurers mortgage collection, bankruptcy and foreclosure processes/policies, mortgage and equity loan products, services, processes and procedures
• Advanced knowledge of financial industry trends, lending practices, products and services, technology, and regulations
• Extensive progressively responsible experience leading and managing a mortgage/equity operation, preferably in a large financial institution
• Extensive experience in supervising and leading employees
• Extensive experience analyzing complicated exceptions to determine/recommend alternative mortgage products better suited to mortgage applicant
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Extensive experience training and developing staff
• Ability to travel, scheduled or unscheduled, to fi