Under limited direction, this position is an executive level operational strategist responsible for managing the overall mortgage banking operations process including processing, regulatory disclosure team, underwriting and closing. The individual in this position works closely with the Director of Sales tocoordinate service levels and customer experience to meet the needs of the overall sales strategy. Additionally, this role will work with the rest of theResidential Lending Senior Leaders to implement operational strategy and planning execution in order to achieve operational business goals.
As a valued colleague of Associated Bank you play a critical role in delivering an exceptional customer experience during every interaction. Expectations for this position require the ongoing focus on building solid and long lasting relationships by engaging all customers in a positive manner. Colleagues should provide customers a positive experience that includes undivided attention, straightforward and knowledgeable service and insure that the customer’s best interests are our number one priority. Consistency around customer experience guidelines is key and expected from all of our colleagues. Our goal is tosimplify the customer experience and deliver outstanding service to every customer, every time.
Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesn’t meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associated’s anonymous Ethics Hotline.
KEY RESULT AREAS
Documentation of processes and procedures
Delivering Service Consistent with Brand, Vision and Talent Philosophy
Responsible for maintaining credit quality based decisions, monitoring and maintaining daily file distribution to insure service level agreements are met, overseeing the underwriting staff to address any problems or issues that arise, including loan escalation. Monitor underwriting quality on an ongoing basis and assists in determining appropriate credit authority levels.
Maintains operating efficiency by recommending, developing, implementing and maintaining new and existing operational infrastructures.
Maintains quality by analyzing, designing, enforcing administrative policies and procedures, and by establishing and enforcing operational standards. Effectively manages quality and expenses while working to meet division's goals. Manages quality control issues by researching the core issues and developing a strategy to resolve the issue.
Performs all required HR evaluations and required documentation for direct reports. Completes annual reviews on quantitative and qualitative performance, including loan quality and customer experience qualities.
Develops and provides recommendations for any process improvements and leads the implementation of the changes.
Provides consistent, reliable and customer centric service to Residential Lending clients and internal colleagues.
Responsible for ensuring all departments maintain file integrity and capacity expectations in order to maintain exceptional customer service to the service level agreements implemented.
Responsible for ensuring all colleagues are training appropriately in the areas of operational procedures, internal/external communication procedures and origination software procedures.
Stays abreast of all regulatory and compliance rules and regulations with the ability to train and apply these rules to mitigate risk to the bank.
Develops relationships with Sales and other areas of the bank to promote a positive and customer centric environment.
Ensures performance goals are established for all team members and that they are held accountable to these performance goals.
Bachelor's Degree Business, finance or related field of study Required
Master's Degree Business, finance, or advanced industry certification Preferred
10-12 years Experience in Mortgage Operations Required
7-10 years Experience in leadership of branch, regional or national operations. Required
7-10 years Direct and indirect supervisor experience Required