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 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
Experience & Required Skills:
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 .