Loan Processing Manager

Responsibilities

• Direct responsibility for a team of loan processing specialists.
• Perform overall client relationship management, reviewing loans to ensure credit conditions are met, and assisting clients throughout the process.
• Manage performance evaluation, compensation, hiring, disciplinary actions, and direction of daily tasks and responsibilities.
• Guide the team to meet production goals while maintaining the level of expected service, quality, and integrity of the loans.
• Frequently present progress, challenges, and performance results of the team, the channel, or processing team to peers, senior leaders, and partners in various forums.
• Take ownership of MCAs, CAPS, and Action Plans for the Processing area and assist processors with complex transactions.
• Provide guidance to processors on complex transactions involving self-employed borrowers, unique income sources, Condo/Coop requirements, Government and Investor requirements, and market nuances.
• Assist processors with escalated client complaints and resolutions according to the Complaint Management protocol.
• Work closely with site management on operational issues, including training and implementing operational excellence initiatives.
• Lead meetings with the team regarding operational actions, provide input into and implement operational initiatives, benchmarks, and metrics for standards of performance.
• Maintain oversight of attendance and overtime, coach and counsel employees as needed, and ensure the level of expected service, quality, and integrity of the loans.
• Implement strategic initiatives to ensure profitability of operational plans and lead team members in all tactical and strategic initiatives.
• Ensure workflows are effective, efficient, and deliver a quality loan product, supporting the overall goals of the sales team and the business.
• Act as a key member of the site leadership team, representing and acting as the business knowledge expert in all matters pertaining to closing operations.
• Ensure high levels of client satisfaction through thorough product, process, and client knowledge, identifying and suggesting process improvements, and assisting in the implementation of validated process improvements.
• Adequately assess risk when making business decisions, driving compliance with applicable laws, rules, and regulations, adhering to policies, applying sound ethical judgment, and escalating, managing, and reporting control issues with transparency.

Qualifications

• 5-8 years of relevant experience in the mortgage industry, including investor guidelines and industry knowledge to ensure strong file quality and understanding of Citi policy while managing an evolving pipeline.
• A strong sense of urgency with the ability to work in a team environment.
• Ability to work across business lines with a big-picture approach and provide proactive support, partnership, and recommendations to build relationships, improve operational efficiencies, and minimize risk across the business.
• Advanced computer skills, excellent leadership skills required.
• A high degree of accuracy and attention to detail.
• Excellent planning, organizational, problem-solving, analytical, presentation, listening, and oral/written communication skills.

Requirements

• Education: Bachelor’s/University degree or equivalent experience.