Processing Manager en Key Mortgage Services

Description

Summary

The Processing Manager is primarily responsible for providing supervision and guidance to processors while effectively communicating with sales leadership to ensure that all loans are processed according to Key Mortgage’s policies and procedures.  Manage a group of 5-15 processors.  Manage loan distribution, attendance, timesheets, and training.  Meet all departmental goals for productivity, quality, and efficiency.  Remain up to date and knowledgeable on all company policies and procedures and adhere to all fair lending practices. 

Essential Duties

• Proactively manage processor pipelines, reports and dashboards to manage workload and ensure that all contingency, rate lock, and closing dates as well as all Service Level Agreements are met. 
• Provide direct supervision to the processing team, including recruiting and hiring, coaching, training, managing performance, managing time sheets, and motivating employees.
• Ensure loans are processed according to program and internal guidelines in compliance with company and investor standards.
• Monitor pipeline balances and incoming files to continue to balance workloads.
• Conduct weekly pipeline meetings to monitor the progress of the team’s pipeline and conduct monthly processor meetings.
• Maintain relevance to MyHomeBase: Processing, including embedded procedures, by working with Strategic Initiatives team
• Answer questions or provide direction when a team member needs assistance.
• Provide feedback to the SVP Operations when there are problems with a transaction and/or a pipeline isn’t progressing according to performance standards.
• Provide leadership example for customer service and professional conduct.
• Help determine appropriate staffing needs / levels and participate in hiring/interviewing process.
• Oversee training of new processing team members, ensuring they are meeting the required benchmarks of the position.
• Develop and maintain relationships/partnerships with Sales and other key departments to maximize efficiency.
• Support and step in for overflow work as needed.
• Provide coaching to staff including disciplinary action when needed.
• Help with ongoing training to continue to develop the processors.
• Assist management in developing tools to improve and measure efficiency and quality.

• Proactively identify and propose systems and process improvements in coordination with other operational managers and supervisors. 

Responsibilities

Daily

• Proactively monitor pipelines, reports, and dashboards to manage workload and ensure SLA’s are being met timely.
• Hold daily huddles with the processing department, no longer than 15 minutes.  This is a touch base to see how everyone is doing, address any issues or concerns.
• Review and assist in following up on any post closing suspense items to ensure these are cured quickly.

Weekly

• Spot check pipeline reviews with processing managers and LOs.
• Review and analyze individual processor productivity to established metrics and staffing models.

Monthly

• Select no less than 5 loan  files per month to ensure that quality and performance standards, compliance and procedures are understood and being followed by the Team Members, including the use of checklists, forms and other tools provided, and including the use of the LOS tracking and prescribed communication processes.
• VIP meeting with manager

Requirements

• Previous mortgage processing experience required
• Proficient computer skills including GSuite, Microsoft Word, and Excel. Encompass experienced preferred
• Excellent people skills
• Strong knowledge of mortgage banking business processes and applications
• Management and leadership skills a must

Benefits

• Medical

• Dental
• 401k with match
• Paid Time Off
• Volunteer Time Off