Job Summary:
The role requires highly effective hands-on management techniques to ensure a balance between long term deliverables, operations and motivating staff with widely differing aspirations working on complex processes, where service delivery is critical to success and maintaining business continuity.
Key Roles and Responsibilities:
Operational:
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Provide leadership and guidance to Supervisors specializing in the entire mortgage process
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Having thorough knowledge of Fannie / Freddie Mac / Agency Requirements on loans FHA,
VA, Private investors, and Mortgage Insurance
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Subject matter expert across the entire mortgage process
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Responsible for service delivery and customer delight for multiple mortgage clients
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Establish strong relationship with clients
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Maximize same account revenue growth
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Establish and monitor processes and systems in place to ensure high quality of delivery
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Support the quality team to develop, implement and maintain a quality plan to standardize
process quality systems and policies across locations
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Ensure timely intervention and resolution of client escalations and Management reporting
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Identify, onboard, and retain right talent
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Develop and organize training programs for effective service delivery
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Mentoring and coaching team managers
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Review team’s performance against operating plans and standards
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Coordinate and liaise with inter department for smooth functioning of operations
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Implement and act in accordance with the organization’s information security policy
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Optimize operational cost and meet revenue per FTE targets
Education Qualifications and Experience:
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Should have managed a team of 120-150 plus FTE- s
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4 to 5 years of account management experience
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Minimum 10 years of experience in US mortgage industry
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Should have managed Loan Origination/ Processing/ Underwriting/ Closing and Post Closing
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Familiarity with multiple Loan Originating systems
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Strong communicator
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Experience in managing large and diverse teams
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Excellent people management, Organization, and time management skills
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Data mining and analytical skills
