Direct to Consumer – Team Lead

Position Title

Direct to Consumer – Team Lead

Location

Nationwide, MI 48098

Job Summary

The Direct to Consumer Team Lead provides leadership and support to a team of originators and Sales Managers in the Direct to Consumer Lending division. They are responsible for the performance and management of their assigned team’s customer pipeline and assisting in recovering service on complaints and escalations. They are also responsible for assisting the customer with friendly, efficient, knowledgeable and accurate services during the course of mortgage home loan originations. On a daily basis managing the performance and movement of the loan pipeline in order to provide feedback to the Loan Officers and/or Sales Manager for coaching opportunities, working closely with customers on complaints and escalations to improve the customer experience, partnering with operations to ensure alignment and consistency in pipeline routines, and managing their own production as a Loan Officer. The Team Lead will be responsible for providing Sales Leadership with ongoing updates regarding the pipeline status and customer escalations.

Pay Range: $23.73 - $36.78 per hour

Pay Range: Local Minimum Wage - $0.00 - $0.00

Job Responsibilities:

ACCOUNTABILITIES

Partner and Support originators and Sales Managers in all aspects of pipeline management:

• Drive performance of teams sales goals as well as maintaining one’s own individual sales production pipeline.  Assists originators with meeting sales goals and expectations through development of a detailed sales plans and strategy
• Provide feedback to Sales and Operations Leadership on pipeline opportunities and trending to help streamline and improvement the process and experience
• Ensures all Loan Officer’s perform to company set standard productivity and best in class customer service levels based on monthly scorecards
• Monitor production pipeline and coordinate pipeline reviews with fulfillment, ensuring key milestones and expected closing timeframes are met.
• Help facilitate team meetings and huddles to share opportunities and best practices across the channel. Provides direction and makes decisions based on previous experience or appropriately escalates issues as needed
• Continuously update management on the pipeline status and customer escalations
• Mentor/coach team members; Coordinate and assess training needs for new hire and existing staff

Additional Team Lead responsibilities which include:

• Originate mortgage loans that meet Flagstar bank credit and underwriting requirements
• Provide status updates and assist processing with the collection of any trailing borrow documentation needed to complete loan processing and closing. Facilitate communications with the borrower and real estate agents, and keep both informed throughout the process.
• Perform all origination tasks in accordance with industry and regulatory guidelines and requirements.
• Attend Flagstar required production meetings.  Attend/complete all Flagstar and industry required training.  Actively participate in opportunities to expand knowledge, influencing and interpersonal skills.

REQUIRED LEVEL OF EDUCATION / SPECIALIZED TRAINING

HS Diploma, GED or Foreign Equivalent required

Bachelor’s Degree in  Finance, Business, or Marketing preferred

REQUIRED YEARS & TYPE OF WORK EXPERIENCE

• 5+ years of recent mortgage related experience
• 2+ years Direct Consumer Business experience, preferably as a loan officer
• 2+ years of coaching and mentorship experience
• Experience working with GSEs (Fannie Mae, Freddie Mac, Ginnie Mae)
• Experience with Loan Origination systems required
• Knowledge of rules and regulations around qualified mortgages

SKILLS:

• Call center experience
• Excellent customer service and sales skills
• Organized and self-motivated
• Ability to maintain professional demeanor in all situations
• Excellent communication skills both verbal and written

Flagstar is an Equal Opportunity Employer