Job Summary

The Lock Desk Manager oversees daily lock desk operations and provides support for secondary marketing activities across both Wholesale and Correspondent mortgage channels. This role ensures accurate and timely processing of loan locks, pricing updates, and investor communications, while also assisting with trade reviews, reconciliations, and reporting to support Capital Markets strategies.

Job Duties

• Manage and oversee daily lock desk operations, including processing rate locks, extensions, and change requests, and relocks.
• Supervise and provide daily communication to the offshore lock desk team, ensuring accuracy, consistency, and timely completion of tasks.
• Maintain lock desk system accuracy, including timely updates of pricing, products, and investor guidelines as directed by Capital Markets leadership.
• Act as the primary point of contact for Sales and Operations staff regarding lock-related questions, issues, and exceptions, escalating complex matters to the VP, Capital Markets as needed.
• Monitor and reconcile lock activity, ensuring proper documentation and adherence to established procedures.
• Support the delivery of loans to investors by preparing and validating lock data.
• Assist in reviewing trade confirmation, investor pricing grids, and commitments to ensuring accuracy before execution.
• Help reconcile executed trades and settlements, coordinating with the Secondary leadership team to resolve discrepancies.
• Provide reporting and data analysis on pipeline activity, lock fallout, and investor performance to support Capital Markets decision making.
• Train, and oversee offshore team members to ensure compliance with company standards and efficient support of lock desk functions.
• Assist with audits, reporting requests, and compliance reviews related to lock desk and investor delivery activities.
• Recommend workflow improvements and system enhancements to increase efficiency and reduce errors in lock desk operations.

Competencies

• Accountability - Takes ownership of work and outcomes, consistently following through on responsibilities and meeting commitments.
• Attention to detail - Looks for ways to improve and promote quality of work and demonstrates accuracy and thoroughness.
• Collaboration - Actively builds trust-based relationships across teams and levels, fostering open communication, collaboration, and shared goals.
• Customer Service - Understands and maintains client needs and relationships, internal and external, as the primary driver of work goals and activities.
• Proactive - Demonstrates forward thinking by planning ahead, seeking out improvements, and acting decisively to move work forward.

Work Environment

Hybrid: This role follows a hybrid schedule, with a combination of in-office and remote work. Employees are expected to be on-site as determined by department needs, most hybrid employees follow a schedule of 3 days in-office, 2 days remote, unless otherwise stated. Standard office equipment, including a computer, headset, and webcam, is provided for use in both settings. A reliable internet connection and a professional home workspace are required.

Minimum Qualifications

• Bachelor's degree in Finance, Business, or related field, or equivalent work experience.
• 3+ years of experience with Secondary Marketing, Lock Desk or related mortgage functions.
• Experience with Encompass and Optimal Blue is required.
• Strong experience with loan lock processes, pricing and investor guidelines.
• Proficiency in creating and analyzing reports; experience with Power BI or similar reporting tools preferred.
• Demonstrated ability to manage daily communications and workflow with offshore teams.
• Excellent attention to detail, accuracy and organization skills.
• Strong written and verbal communication skills, with the ability to collaborate across departments.

Preferred Qualifications

• Familiarity with mortgage pipeline management and investor loan delivery process.
• Experience supporting trade reconciliation or settlement process in Secondary markets.
• Advanced Excell skills and experience working with large data sets.
• Strong problem-solving skills and ability to identify process improvements.
• Knowledge of compliance requirements in mortgage banking (agency and investor guidelines).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate via oral and written communication, such as phone calls, emails, and ticketing systems. The employee frequently is required to stand, walk, use hands and fingers and reach with hands and arms. This role may require long periods of sitting at a desk and working on a computer. The employee may occasionally be asked to pick up and/or move up to 15 pounds.

Duties Disclosure

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time, with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.