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Senior Mortgage Sales Support Analyst
2 months ago
Are you ready to elevate your career? At The Ladders, each day presents a chance to excel and contribute to a team dedicated to delivering exceptional service to our clients and communities. We are committed to helping our clients achieve their aspirations and dreams, striving to fulfill our mission of enabling them to 'do better.' Becoming part of The Ladders means more than just a job; it signifies joining a family that values growth and support.
The Ladders is seeking a (Hybrid) Senior Home Lending Sales Support Analyst. This role will provide essential operational assistance to management, supervisory personnel, and Mortgage Loan Officers (MLOs). The selected candidate will collaborate with the sales team to assess the efficiency of existing processes, including mortgage lead generation, while being responsible for risk management through open communication and adherence to policies and procedures. The support team will undertake projects assigned by management, evaluate training programs, and facilitate communication between secondary departments and mortgage sales.
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an exhaustive list of job duties, and the position will perform other responsibilities as assigned.
- Conduct comprehensive analysis of mortgage origination data to identify trends, challenges, and operational enhancements.
- Closely monitor sales outcomes to identify and troubleshoot obstacles, ensuring smooth operations.
- Actively participate in strategy and planning discussions, defining project scope with stakeholders for approved initiatives.
- Oversee and implement various telephony scheduling adjustments to management to meet Workforce Management objectives.
- Maintain open lines of communication with management to ensure a clear understanding of sales support objectives, progress, and challenges.
- Research, test, document, communicate, and implement any approved process change requests or technological advancements.
- Promote a culture of continuous improvement by regularly reviewing and refining sales processes based on feedback, data analysis, and evolving market conditions.
- Monitor and audit the Digital Sales application to ensure consistency in processes and procedures across the Digital Sales department.
- Manage the sales support intake process, including documenting training guides, FAQ updates, and mortgage application workflows for reference and reporting.
- Support lead pipeline accuracy and visibility of key statuses, actions, cycle times, and capacity for Loan Officers.
- Collaborate closely with Business Risk, Legal, and Compliance partners to ensure all support efforts comply with industry regulations and internal policies.
An equivalent combination of education and experience is considered.
- Bachelor's Degree or equivalent work experience.
- A minimum of seven (7) years of experience in the mortgage industry.
- Experience with quality assurance or quality control programs is required.
- Workforce Management experience is essential.
- Proven ability to achieve high performance goals and meet deadlines in a fast-paced environment.
- Demonstrated proactive problem-solving skills with strong decision-making capabilities, and the ability to work effectively as part of a team while also being highly resourceful.
While performing the duties of this position, the employee is regularly exposed to an indoor office environment with moderate noise levels.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Willingness to travel to various worksites and be on-call is required.
About Us
Founded in 1935, The Ladders is recognized as one of the nation's most robust and stable financial institutions, serving over 2.8 million clients with assets exceeding $36 billion. We cater to clients across all 50 states and beyond. We are federally insured and uphold a commitment to equal housing lending. Our services are accessible to clients worldwide, online, around the clock.
We offer our employees a comprehensive benefits package, including extensive medical, dental, and vision plan options, generous paid time off, a 401k with employer matching, on-site fitness facilities at larger locations, and more.
Equal Employment Opportunity
The Ladders management is committed to maintaining personnel policies that prohibit discrimination or harassment based on race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status, disability, genetic information, sexual orientation, or any other status protected by applicable law in all aspects of employment. The Ladders will also provide reasonable accommodations for qualified individuals with disabilities to enable them to apply for or perform the essential functions of a job.
