Mortgage Operations Manager - Laurel Road National Digital Bank
Bridgeport, CT  / Cleveland, OH  / Buffalo, NY 
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Posted 1 day ago
Job Description

Location:

855 Main St. - Bridgeport, Connecticut 06604

Treating members to financial peace of mind.

Laurel Road, a brand of KeyBank National Association, is a part of the rapidly expanding fintech space, providing members with online banking and lending solutions to build a bright financial future. With award-winning service, and over $7 billion in funded loans, and online lending products in all 50 states plus Washington D.C., Laurel Road's expanded services include mortgages, student loan refinancing, personal loans, and new savings and credit products, with a special dedication to serving the healthcare community.

With the launch of Laurel Road for Doctors, a new suite of products and services for doctors, we've expanded our commitment to treating doctors to financial peace of mind. From physician mortgages to new savings and credit products that help them pay down med school loans, we believe those serving other deserve the same level of care from their bank.

Join us.

Join this dedicated, fast-growing mortgage team, where innovative technology, tailored products, and a commitment to premium service are giving our members the seamless experience, savings, convenience, and peace of mind they need to reach their financial goals.

The Leader of LR Mortgage Operations is responsible for the management and oversight of the end to end mortgage origination process, including application intake, document review, underwriting, loan processing, closing, funding, and post-closing. This position is directly responsible for ensuring the timely, accurate, compliant processing and closing of all loans and the overall experience of our members through the originations and closing process.

This position also works in partnership with the Sales, Manager, QA/QC manager, servicing manager, and other areas as appropriate (marketing, capital markets, accounting) in support of the growth of the mortgage business.

Responsibilities include, but are not limited to:

  • Manages the following departments: application intake, document review, underwriting, loan processing, closing, funding, and post-closing, including customer contact and efficient pipeline management.

  • Achieves/maintains productivity in each department that is acceptable to our internal and external customers.

  • Manages staffing and budgeting of all managed departments with the input of the key stakeholders, including marketing and finance

  • Responds quickly and precisely to any Agency, QC, Investor or other department request or reports as it relates to operations.

  • Maintains less than 5% error rate on QC reports

  • Creates and implements an action plan and a feedback loop for continuous improvement

  • Develops productivity and quality standards; measures results continuously and delivers mentoring to team members through qualitative and quantitative feedback

  • Serve as the first line of defense to prevent and/or resolve customer issues.

  • Seeks and implements system and process enhancements to increase productivity or quality

  • Collaborate with MLO Manager/MLOs to deliver industry leading sales and service end-to-end

  • Works closely with cross functional teams to meet business objectives

  • Works with the reporting and analytics team to develop productivity and quality scorecards for each department.

  • Reviews escalated issues in a timely manner

  • Holds the team accountable for outstanding customer service to internal and external customers

  • Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies

REQUIRED QUALIFICATIONS

Education/Certifications

  • Minimum requirement is a High School Diploma or GED plus equivalent work experience; Bachelor's degree is preferred


Experience & Required Skills:

  • 10 years full-time mortgage originations experience required
  • 5 years full-time mortgage operations and people management experience required
  • Familiarity with Agency and investor programs and guidelines
  • Familiarity with Encompass and/or Empower required
  • The ability to provide exemplary written and verbal communication is crucial for this position
  • Dedicated to quality customer service, with proactive response to stakeholder needs
  • Ability to troubleshoot and solve problems; strong attention to detail
  • Ability and willingness to work on multiple projects at the same time
  • Knowledge and use of relevant PC software applications and skills to use them effectively including MS Office Word, Excel, Outlook, PowerPoint, Microsoft Visio, Microsoft SharePoint and Microsoft Project.
  • Experience with mortgage processing within a highly digital customer and employee operating model.
  • Exhibit effective workforce management skills
  • Self-starter; ability to work independently; initiate and drive projects from concept to completion.
  • Positive attitude and ability to multi-task
  • Effectively utilizes each team member to accomplish functional objectives and premium customer care.
  • Provide training and guidance for all departments
  • Provide direct and concise performance management or termination as necessary
  • Ability to work collaboratively and supportively with management to achieve business objectives.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing .


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

 

Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
10+ years
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