Senior Mortgage Sales Support Analyst
2 weeks ago
Are you ready to elevate your career? At The Ladders, every 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 while adhering to our mission of facilitating their success. Becoming a part of The Ladders means joining a family that values growth and collaboration.
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 analyst will support the sales team in assessing the efficiency of existing processes, including the production of mortgage leads, while ensuring accountability and risk management through open communication and adherence to policies and procedures. The support team will undertake projects assigned by management, evaluate training programs, and enhance communication between the secondary department and mortgage sales.
Key Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This list is not exhaustive and additional duties may be assigned.
- Conduct comprehensive analysis of mortgage origination data to identify trends, challenges, and operational enhancements.
- Closely monitor sales performance to identify and troubleshoot obstacles, ensuring a seamless operational ecosystem.
- Participate actively in strategy and planning discussions, defining project scopes with stakeholders for approved initiatives.
- Oversee and implement various telephony scheduling adjustments to meet Workforce Management objectives.
- Maintain open lines of communication with management to ensure clarity regarding sales support objectives, progress, and challenges.
- Research, test, document, communicate, and implement any approved process changes 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 and document training materials, FAQ updates, and mortgage application workflows for reference and reporting.
- Support the accuracy and visibility of the lead pipeline, including key statuses, actions, cycle times, and capacity for Loan Officers.
- Collaborate closely with Business Risk, Legal, and Compliance teams to ensure all support activities comply with industry regulations and internal policies.
An equivalent combination of education and experience is acceptable.
- Bachelor's Degree or equivalent professional experience.
- A minimum of seven (7) years of experience in the mortgage industry.
- Experience with quality assurance or quality control programs is required.
- Experience in Workforce Management is essential.
- Proven ability to meet high-performance goals and deadlines in a dynamic environment.
- Demonstrated proactive problem-solving skills with strong decision-making capabilities; a highly resourceful team player who is also effective in interpersonal interactions.
This position is typically performed in an indoor office environment with moderate noise levels.
Travel Requirements
Willingness to travel to various worksites and be on-call is necessary.
About The Ladders
Founded with a commitment to excellence, The Ladders is a leading financial institution dedicated to serving clients across the nation. We are proud to offer a comprehensive benefits package that includes robust medical, dental, and vision options, generous paid time off, a 401k plan with employer matching, and on-site fitness facilities at select locations.
Equal Employment Opportunity
The Ladders is committed to maintaining a workplace free from discrimination and harassment. We uphold personnel policies that promote equality and respect for all individuals, regardless of race, color, creed, age, sex, gender identity, disability, or any other status protected by applicable law. We also provide reasonable accommodations for qualified individuals with disabilities to ensure equal opportunity in the application process and job performance.
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