Director of First Impressions

Job Overview

The Director of First Impressions at CrossCountry Mortgage serves as the initial point of contact for visitors and clients, managing email and telephone communications with a customer-first approach and delivering responsive, client-focused support.

Job Responsibilities

• Set up and maintain a clean, organized, and fully prepared reception area, including stocking supplies and operating lobby media displays.
• Set up and maintain a clean, organized, and fully prepared conference room, including managing the room calendar and coordinating appointment scheduling for staff.
• Maintain a clean, organized, and fully stocked breakroom throughout the day, including tidying the space and replenishing refrigerator, pantry, and coffee supplies.
• Maintain clean, stocked, and fully prepared restrooms throughout the day, including monitoring cleanliness and replenishing necessary supplies.
• Ensure printer readiness by stocking paper and replacing ink cartridges as needed.
• Answer and direct incoming calls, respond to text messages via RingCentral, and monitor forwarded calls when staff are out of the office.
• Prepare and send thank-you cards by researching client and referral details and handwriting personalized notes.
• Maintain office inventory by checking supplies and restocking items as needed.
• Update and distribute the employee contact list to the branch.
• Manage monthly expense reporting by gathering and uploading receipts and vendor invoices, performing data entry in Workday and Excel, facilitating approvals, and addressing Accounting inquiries.
• Track vendor invoices to ensure they are submitted to Accounting and paid promptly.
• Manage end-of-day reporting by updating customer files in OneDrive and Blend, including adding, removing, and editing documents based on loan status.
• Process customer documents by receiving and copying materials, scanning and labeling files for upload, organizing physical and digital records, and updating filing-cabinet documents according to loan status.
• Handle branch mail and shipping by receiving and distributing incoming items, sending sensitive documents via FedEx, tracking and communicating package status, and overseeing FedEx and Quadient (Franking Machine) accounts.
• Oversee the SimpliSafe account and manage related communications and activity.
• Aid the team by researching property taxes, requesting title fees, and printing and preparing required documents.
• Cook up office celebrations and events, including birthday and holiday décor, seasonal festivities, training sessions, team-building activities, and potlucks.
• Cook up vendor accounts and coordinate communication with service providers.
• Address office maintenance needs by troubleshooting internet and tech issues, submitting support tickets, resolving appliance and equipment problems, and coordinating facility responses.
• Support onboarding by setting up office workspaces, assisting with IT needs, and configuring calendars, RingCentral, and email distribution.
• Support general branch operations by completing errands, assisting leadership, coordinating with property management, and helping with marketing materials, events, and miscellaneous office tasks.

Qualifications and Skills

• High School Diploma or equivalent.
• 2+ years of experience in a similar administrative role.
• Understanding of accounting principles.
• Excellent customer service skills.
• Excellent organizational skills.
• Skilled in delivering customer-focused service, with high responsiveness to client needs.
• Proficient in Microsoft Office Suite (Outlook, Excel, Word).