Position SummaryMonitors the pipeline and metrics for a district or a region to ensure timely loan turnarounds and closures. Coach and review the work of Loan Processors to ensure compliance with Company, secondary market investor, and government agency standards. Update internal procedures and train processing staff on existing, new and changed federal and state regulations. Ensure overall quality and integrity of loan files while maintaining quality customer service.
Essential Functions- Monitor overall pipeline and metrics for team, and ensure workloads are adjusted as needed.
- Provide training, guidance and coaching to Processors to address and clarify issues related to procedures and requirements, products, systems, required documents and industry changes.
- Train processors on pipeline management, processing skills, and internal and external customer service standards.
- Coordinate and manages daily workflow requirements and facilitates communications between processing and the Funding and Underwriting Departments.
- Perform spot checks of loans submitted to processing to ensure completeness, accuracy and timeliness from Sales.
- Review loan applications and documentation to ensure accuracy, completeness and compliance with Company standards, federal and agency regulations, standards, and guidelines, as well as any applicable state-specific and or local regulations, ordinances, etc.
- Ensure Processors achieve productivity objectives and customer service levels.
- Conduct new and ongoing training for Processors.
- Ensure compliance and take action required to address audit findings.
- Escalate issues as needed and follows up to ensure timely resolution.
- Receive escalation issues and ensure additional requirements for processing loans are communicated.
- Participate and make recommendations related to staff changes, interviews and selection of new hires, internal promotions, performance evaluations, recognition, employee relations issues, and disciplinary actions.
- Identify and escalate potential fraud issues.
- Stay current with federal, state regulations, policies and industry trends.
- Host regular meetings for processing staff.
- Participate in other monthly staff meetings.
- Monitor various reports to identify possible training opportunities.
- May assist with processing loans when volumes require additional resources.
Qualifications- High school diploma or equivalent required; college courses/technical training related to Business, Finance/ Accounting, Legal, or related field is preferred.
- Seven or more years total work experience required that includes progressively responsible positions processing loans (Conventional, FHA, Bond, USDA loans, and FHA and VA new-construction documentation and approvals for condominium projects).
- Two or more years of prior supervisory experience.
- Ability to build strong relationships with loan officers, production, underwriting, closing and other internal and external partners.
- Excellent customer service, interpersonal, verbal and written communication skills.
- Expert level knowledge of federal, state, and regulatory requirements/guidelines related to consumer mortgage lending and internal processes and controls.
- Expert level knowledge of valid documentation related to the processing consumer mortgage applications (e.g., tax returns, financial statements and records, verification of income and deposits, etc.).
- Sound judgment, ability to think critically, including the ability to evaluate facts and data to draw conclusions, determine the downstream impact of decisions and associated risks.
- Ability to prioritize multiple tasks for self and others in a deadline-driven environment; strong sense of urgency and responsiveness.
- Ability to be patient and train less experienced team members, respond to questions, build capability.
- Intermediate math skills.
- Strong verbal and written communication skills.
- Strong detail orientation and highly organized.
- Prior experience using internal data entry systems, Microsoft Word, Excel and PDF/Document Retention programs.
Supervision- General supervision of work
- High independent judgment and discretion used in decision-making and assessment of team members
- Uses sound judgment in executing core job responsibilities and making work assignments
- Depending on experience, supervision is infrequent
- Provide guidance to resolve/escalate issues of moderate complexity
Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.
This position offers eligibility for incentive compensation.
Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant's geographical location.
