Summary:

Lead the onboarding, structuring, and execution of Specialized Mortgage Solutions relationships, partnering across internal stakeholders to deliver tailored cash management and account structures, while ensuring an exceptional client experience and driving deposit and fee revenue growth.

Responsibilities:

• Partner with Managing Directors on new business efforts by supporting client-facing discussions, presenting SMS capabilities, and aligning solutions to borrower, lender, and servicer cash management requirements.
• Lead the onboarding and implementation of new SMS relationships, including structuring account setups, coordinating agreements, and ensuring alignment with client and lender expectations.
• Serve as the primary relationship manager for assigned portfolios, maintaining consistent client engagement and delivering a high-touch, “white glove” service experience.
• Structure complex cash management and account solutions (DACA, CMA, custodial, and self-service platforms) in accordance with loan requirements and operational needs.
• Coordinate closely with internal stakeholders including Credit, Treasury Management, Legal, and Operations to ensure efficient execution of transactions and ongoing servicing.
• Oversee the end-to-end deal lifecycle from intake through account activation, ensuring alignment across stakeholders and timely execution of all deliverables.
• Provide subject matter expertise on SMS products, onboarding processes, and treasury capabilities to both internal partners and external clients.
• Manage portfolio performance through oversight of deposit balances, fee generation, and client satisfaction metrics.
• Identify process improvement opportunities and support the development of scalable workflows to enhance efficiency and improve client experience.

Detailed Responsibilities for Directors

• Deal Intake, KYC & Client Onboarding
  • Review deal intake forms and assess structure, cross-sell opportunities, and onboarding requirements.
  • Lead and manage coordination of KYC, AML/BSA, and enhanced due diligence requirements, including client outreach, identifying documentation gaps and driving resolution with clients and internal risk partners.  
  • Maintain client communication and setting expectations throughout the onboarding process.
  • Coordinate KYC DocuSign package creation and ensure completion.
  • Review KYC documentation for completeness, accuracy, and BOCP compliance, and initiate ROS review.
    • Coordinate EDD and high-risk requirements as needed, including Note Finance partnership
  • Create and organize deal folders in SharePoint
  • Manage outstanding onboarding requirements against deal timelines and closing dates, prioritizing frequent rush requests to keep deliverables on track.

• Deal Structuring & Execution
  • Manage a high-volume pipeline of active deals by tracking deliverables across multiple timelines, prioritizing tasks, actively communicating routine status updates, and coordinating with internal and external stakeholders throughout the onboarding process to mitigate bottlenecks.
  • Facilitate and advise on SMS solutions that align with loan documentation and lender requirements.
  • Administer DACA and CMA processes including agreement review/commentary, invoicing, signature page execution, and verbally confirming wire instructions with title company.

• Systems & Platform Management
  • Use DocuSign for onboarding, KYC, and TM enrollment
  • Create and track opportunities in MAX Commercial
  • Submit Treasury Requests for TM service implementation via MAX Plus
  • Submit Orders in MAX TM for BOL ID creation
  • Conduct research using ESS and BOL Administrator
  • Use ETOP for internal transfers
  • Submit and manage pricing requests in Tremolo and SharePoint TM
  • Run queries in CBS to check account/relationship rates, view custom pricing, and pull Account Analysis statements
  • Perform HAWC requests to submit ACH and Wire renewals for Credit Review, and for permanent and temporary wire limit increases
  • Submit HITS cases for wire recall requests and other ad hoc customer requests

• Treasury Management & Implementation Coordination
  • Facilitate TM forms through DocuSign to collect customer authorization.
  • Submit TM service requests via MAX and coordinate onboarding of TM services.
  • Track implementation progress through standing weekly call with TMSS and regular outreach to TMSS partners.

• Client Relationship Management
  • Act as primary contact to all client types (i.e., borrowers/RE owners, lenders, servicers, management companies, and other operating account relationships).
  • Manage servicer/secured party self-service platform from the initial onboarding to day-to-day relationship management and TM enrollment. Self-service entails custodial accounts opening & onboarding, CMA account onboarding, DACA account (view-only) onboarding, notice advisory and drafting (e.g., disposition, account activation, termination, servicer appointment).
  • Conduct frequent onboarding and servicing calls with clients to advise on deal and/or TM status, TM capabilities (cross-sell opportunities), or discuss new account/relationship opportunities.
  • Provide regular post-close TM and account support (BOL, pricing, TM maintenance, signer maintenance, bank letters, bank statements, notices, etc.).
  • Monitor overdrafts and notice customers with funding instructions.
  • Answer ad hoc questions for account functionality including product complexity and DACA/CMA structure.

• Operational Coordination & Administrative Responsibilities
  • Prepare DocuSign packages for various internal and external use cases.
  • Process MAX/MAX Plus entries and submit TMSS requests.
  • Engage RSS partners for account openings, control account maintenance, signature card updates, cashiers check processing, account closings, direction letter wires.
  • Engage ROS partners for regulatory/compliance review.
  • Perform account analysis work to include submitting SharePoint pricing requests, submitting Tremolo requests, and coordinating with TM Support on operating account pricing/rate implementation.
  • Contact Wire Room, , and/or OFAC for urgent wire/ACH inquiries.
  • Coordinate with SMS notices inboxes on DACA/CMA notice requests (disposition instructions & terminations).

• Process Development & Continuous Improvement
  • Develop and maintain team documents, email templates, and process workflows.
  • Identify process improvements and product gaps.

Basic Qualifications:

• Bachelor’s Degree
• 5-or more years' experience with Specialized Mortgage Solutions including Mortgage Systems and Platforms, KYC documentation and preparing Docusign packages.

Exempt Status: (Yes= not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.