Director, Mortgage Sales & Operations – RJ Bank, Private Client Banking

Job Description Summary

Job Summary
Under minimal supervision and with a high degree of autonomy, the Director of Mortgage Sales and Operations leverages extensive industry knowledge and experience to support a team of Mortgage Consultants and Mortgage Sales Assistants. This role is responsible for supporting Private Client Banking (PCB) sales growth and ensuring exceptional service delivery on a national scale.
The role collaborates closely with internal mortgage product and operations teams to maintain a consistent, high-quality client and financial advisor experience while ensuring operational efficiency and strict adherence to regulatory requirements. This position plays a key role in establishing and maintaining a compliant operational framework, enabling Mortgage Consultants to perform effectively within a dynamic regulatory environment.
The role requires strategic vision, tactical planning, and the ability to execute complex assignments with substantial latitude. It involves promoting organizational goals and making informed decisions that require originality, ingenuity, and sound judgment.

Job Description

Essential Duties and Responsibilities

• Responsible for the management of others and assists with training efforts to mortgage sales team
• Oversees origination activities of Mortgage Consultants, ensuring complete, accurate, and compliant mortgage applications
• Ensures appropriate sales coverage support and execution to manage and optimize mortgage origination volume
• Performs human resource management activities, including identifying performance problems and approving recommendations for remedial action; evaluating performance; interviewing and selecting staff. Keeps management apprised of personnel.
• Interprets, applies, documents, and recommends changes to organizational policies and procedures.
• Solicits feedback on team performance, addresses areas of opportunity with staff, and follows up with advisors/clients as needed; identifies trends and implements corrective action as necessary.
• On point as first line for escalations, complaints, and providing guidance as it relates to mortgage originations.
• Assists Mortgage Consultants with pricing and credit exception approvals as needed
• Provides guidance to complex problems and needs.
• Promotes strategic direction and develops tactical plans and completes complex assignments with substantial latitude
• Develop and maintain strong relationships across all levels of the organization
• Builds and maintains strong relationships with Financial Advisors (FAs), providing support and resolving complex client escalations
• Conducts regular team meetings to review pipelines, identity opportunities, and align on strategic goals
• Maintains a reputation for operational excellence and execution, earning the trust of FAs and clients 
• Monitors progress of strategic initiatives and leads special projects as needed
• Fosters cross-functional collaboration and maintains strong relationships across all levels of the organization
• Provides leadership, guidance, and training to team members, fostering a culture of continuous improvement
• Identifies process and procedure improvement opportunities and implements best practices to enhance efficiency and compliance
• Ensures adherence to all regulatory requirements and internal policies
• Performs other duties and responsibilities as assigned

Knowledge, Skills, and Abilities

Knowledge of

• Mortgage lending products, processes, and regulatory requirements (e.g. RESPA, TILA, TRID, HMDA)
• Private Client Banking (PCB) services and high net worth client needs
• Financial advisory practices and the integration of mortgage solutions into broader wealth management strategies
• Sales management principles, including pipeline development, forecasting, and performance metrics
• Expert knowledge of mortgage products
• Risk management and compliance frameworks within financial services
• Organizational policies, procedures, and systems related to mortgage operations
• Competitor offerings and market trends in mortgage and real estate finance
• Established organizational policies, strategies, and procedures for PCB product offering

Skill in

• Leading, coaching, and developing high performing sales teams to achieve objectives/goals
• Building and maintaining strong relationships with internal stakeholders, including FAs and senior leadership
• Using appropriate interpersonal skills to communicate effectively, both orally and in writing, with all organizational levels
• Communicating effectively across all levels of the organization, both verbally and in writing
• Managing mul