Mortgage Branch Operations Manager at Fay Financial / GenStone (GenStone Financial)

Headquartered in Tampa, Florida, Genstone goes beyond the role of a “traditional brokerage” with a commitment to delivering innovative real estate services to consumers and our team of real estate professionals. Backed by Fay Financial, one of the nation’s largest real estate and financial services companies, our aggressive growth strategy leverages many of our in-house affiliated business partners to deliver extraordinary service in mortgage, title, insurance, property management, and home renovations – an approach most real estate brokerages do not offer.

At Genstone Financial, we consider the people behind mortgages and work hard to give them the best opportunity to stay in their homes by providing solutions to navigate the challenges of homeownership while working toward their long-term financial goals.

Reporting to the VP, Mortgage Operations, this position is responsible for leading branch-level processing activities, directly managing a team of loan processors, and maintaining a personal pipeline to support branch production goals. This role ensures operational excellence, regulatory compliance, and timely high-quality loan delivery across all channels.

This position utilizes advanced expertise in Encompass and a thorough understanding of conventional, FHA, VA, USDA, and business-purpose loan programs to guide the loan processing team, resolve complex operational issues, and drive consistent loan quality through effective training, system support, and cross-functional collaboration.

Qualifications include:

• Bachelor’s Degree in Business, Finance, or related field (or equivalent combination of years of experience with High School Diploma/GED)
• 5+ years’ experience in mortgage operations, including loan processing and pipeline management
• Previous experience managing people and leading teams is highly preferred
• Strong knowledge of conventional, FHA, VA, USDA, and business-purpose loan programs
• Proficient in Encompass LOS
• Prior experience working in a fast-paced, deadline-driven environment
• Strong skills and experience in MS Word, Excel, and PowerPoint
• Strong verbal and written communication skills
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization
• Collaborative and consultative work style; high team-orientation
• Effective management skills to include talent selection, training, coaching, and performance management
• Demonstrated ability to foster an environment of positive engagement and trust
• Open to change; agile; high learning agility
• Strong analytical skills coupled with sound judgement
• Strong problem-solving abilities
• Ability to analyze and interpret data to identify opportunities and propose solutions
• Demonstrated ability to establish credibility for recognizing and supporting the organization’s culture, values, and priorities
• Strong project management skills
• Strong attention to detail; strong quality and compliance orientation
• Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment; effective time management
• Self-directed; ability to proactively ask questions and surface issues/ concerns
• Professional maturity, integrity, and the ability to maintain confidential data and information
• Strong business acumen; strong fiscal and technical aptitude

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Featured Benefits

• Medical, Dental, and Vision Insurance
• Company Paid Life Insurance
• Disability Insurance
• Pet Insurance
• 401k Program with Employer Matching
• 3 Weeks Paid Time Off (PTO)
• Paid Holidays
• Wellness Initiatives
• Employee Assistance Program

Compensation

• The hiring range for this position is between $83,000.00-$87,000.00 annually
• This position is eligible for a monthly incentive

Fay Cares!

The Fay-Constructive Foundation was established to fulfill the philanthropic mission of The Fay Group employees to serve the communities in which they live and work. Our employees make voluntary contributions to the Foundation. Each quarter, their contributions are donated to organizations focused on improving education opportunities, combating poverty, and supporting military service members and first responders.

At Fay, we believe that the best ideas come from having a team that is diverse in backgrounds, experiences, and perspectives. We strive to ensure each of our employees feels valued, respected, and included, and is presented with equal opportunities to be successful. Fay is an equal-opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information, go to www.dhs.gov/E-Verify.