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AVP/Mortgage Processing Manager
4 months ago
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AVP/Mortgage Processing Manager
The AVP/Mortgage Processing Manager has overall operational responsibility to manage the processing area of Devon Bank’s mortgage business. You will be responsible for overseeing hiring, training, and driving operational efficiencies through high employee contact and engagement, and ensuring overall customer satisfaction, file quality, and retention.
Preference given to those candidates located in the Chicagoland area.
Key Responsibilities:
· Maintain compliance with all applicable regulations
· Ensure efficient, high-quality file submissions to underwriting and closing
· Improve processing effectiveness leveraging our internal QC program
· Accountable for attainment of SLAs and KPIs
· Lead and motivate a team of employees to excel, grow, learn and challenge the status quo.
· Maintain and improve relationships and communications with Mortgage Sales and others to meet the Bank’s objectives
· Drive continuous process improvement through training and technology.
· Develop and maintain a performance scorecard for the team that effectively assesses performance of the team
· Drive efficiencies through training, technology and performance management to increase capacity
· Provide support as needed at the processor level (roll up the sleeves) when needed to get the work done.
· Identify and drive enhancements to our processes and technologies leveraging best practices you have experienced.
· Reduce sales engagement in pipeline management so they are enabled to bring in more production
Key Performance Indicators:
Customer Satisfaction (NPS)
Capacity utilization
Employee Surveys
Production, speed and quality
Requirements
5+ years of experience in Mortgage with at least 2 years of managing a Mortgage Processing unit
Strong Encompass knowledge of best practices to enhance the employee and customer experience through technology
Working knowledge of the mortgage fulfilment process.
Possesses strong, analytical skills
Experience in process redesign required
Must have good public speaking abilities and experience – leads from the front
Track record of driving high levels of employee satisfaction and performance
Proven and demonstrated hands-on management philosophy
Experience in driving an operation through major change (transformation) or turnaround
Bachelor’s Degree (Business Administration, Finance or a related discipline) preferred
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