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Senior Mortgage Sales Support Analyst
2 months ago
Are you ready to elevate your career? At The Ladders, we believe in empowering our employees to excel and contribute to a team dedicated to delivering exceptional service to our clients and communities. Our mission is to support our members in achieving their aspirations and to foster an environment where they can thrive. Becoming a part of The Ladders means joining a family committed to excellence.
The Ladders is seeking a (Hybrid) Senior Mortgage Sales Support Analyst. This role will provide essential operational assistance to management, supervisory personnel, and Mortgage Loan Officers (MLOs). The position is designed to 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 also engage in projects assigned by management, evaluate training programs, and facilitate communication between the secondary department 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 tasks as assigned.
- Conduct comprehensive analysis of mortgage origination data to uncover trends, challenges, and operational enhancements.
- Closely monitor sales outcomes to identify and troubleshoot obstacles, ensuring smooth operations.
- Actively participate in strategy and planning sessions, defining project scope 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 goals, progress, and challenges.
- Research, test, document, communicate, and implement any approved changes to platform-related processes 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 the documentation of training guides, FAQ updates, and mortgage application workflows for reference and reporting.
- Support the accuracy and visibility of the lead pipeline, including key status, actions, cycle time, 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 acceptable.
- 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 dynamic environment.
- Demonstrated proactive problem-solving skills with strong decision-making capabilities; a highly resourceful team player who is also effective in interpersonal relations.
While performing the duties of this role, 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 necessary.
About Us
Founded in 1935, The Ladders is recognized as one of the most stable financial institutions in the country, serving over 2.8 million members with assets exceeding $36 billion. We are federally insured and provide services to members across all 50 states and beyond.
We offer our employees a competitive benefits package, including comprehensive medical, dental, and vision plans, generous paid time off, a 401k with employer matching, on-site fitness facilities at larger locations, and more.
Equal Employment Opportunity
The Ladders is committed to maintaining a workplace free from discrimination and harassment. We ensure that our personnel policies uphold equal opportunity for all individuals, regardless of race, color, creed, age, sex, gender identity, religion, national origin, marital status, military status, disability, or any other status protected by applicable law. We also provide reasonable accommodations for qualified individuals with disabilities to enable them to apply for jobs or perform essential job functions.
