Oct 15, 2019
NIH Federal Credit Union
Description: We are looking for more than just an employee, we are looking for a true team member dedicated to enhancing the member experience! Come join the credit union movement and Discover Banking With Heart at NIHFCU! Be a part of our team where commitment to members with exceptional service and banking solutions that enhances their lives is our mission. If helping people and making a difference appeals to you, this is the place for you! At NIHFCU, one of our core values is investing in our employees, which is why we offer perks like these: • Benefit Package for all Full time employees includes health, dental, vision, Life insurance benefits • 401(K) and profit sharing • Tuition Reimbursement • Career Advancement and development • Credit Union Membership with discounted services and products POSITION SUMMARY The Residential Lending Sales Manager will work closely with the VP of Lending to achieve mortgage production goals and managing all aspects of the CUs mortgage-related sales efforts. Responsible for the successful management of the mortgage originations team of Residential Loan Officers (RLOs) and Loan Assistants. The incumbent shall provide leadership, guidance, training and support to the RLOs, and ensure compliance with all Investor requirements, federal regulatory requirements, and NIH Federal Credit Union policies and procedures. MAJOR DUTIES AND RESPONSIBILITIES Team Leadership & Support Provide guidance in resolving complex or challenging loan transactions, assisting the RLOs with loan scenarios, re-structuring applications, evaluating loan documentation, investor guidelines and pricing, to achieve the best possible outcomes, all while giving staff the opportunity to develop and contribute to the solution. Manage the loan set up process and coach the Loan Assistant to support the RLOs, as needed. Provide training to the Loan Assistant and seek feedback from the RLOs about the support they need. Conduct regular meetings with the originations staff and set up goals and procedures for continued improvements in quality standards. Seek regular feedback from Operations for the accuracy and completeness of the files submitted for processing, using that feedback for coaching and training purposes. Develop sales scripts, standard email replies, website materials, etc. to maximize RLOs efficiency & improve member satisfaction throughout the process. Standardize and manage the leads generation and tracking process, and ensure RLOs handle member inquiries in a timely manner and according to the established process aligned with S.A.F.E. Act requirements. Monitor the frequency, and analyze the causes for, expenses (cure fees, lock extension fees or waived fees) paid by NIHFCU, resulting from errors and/or oversights, and take the actions necessary, including but not limited to training, changes in processes and procedures, and termination, as needed. Set up a threshold for tolerance, job objectives, and goals for training and improvements for the RLOs. Originate the required minimum number of Mortgage and Home Equity loans per month. Handle overflow sales calls and serve as a backup for the RLOs and the Mortgage Loan Assistant during high application volume or absences. Compliance Keep abreast of the latest investor requirements and regulatory compliance changes; take the training courses necessary to gain the knowledge and understanding needed, and provide regular updates and training to the team. Monitor application pipeline and conduct pipeline meetings with the RLOs to ensure all applications are ECOA compliant and members are contacted in a timely manner; pre-approvals are followed up on regularly and updated every 60 days. Review the internal and external, audits and examinations and address any findings relative to the loan origination stage of the process, and any adverse actions taken, with the Team, providing the training and coaching needed to prevent future deficiencies. Review the TILA-RESPA requirements with the RLOs on ongoing basis and ensure the team understands the fees tolerances, timelines and disclosure requirements. Monitor and ensure compliance with the S.A.F.E. Act requirements by implementing procedures for timely and accurate updates and registries to the Nationwide Mortgage Licensing System and Registry, coordinate training for newly hired RLOs, about their responsibilities under the law, within the first 60 days, and the annual fingerprints and attestation for all RLOs employed by NIHFCU. Strategic & Marketing Work with Marketing to identify areas of opportunity, attend BD events, as needed, and provide input for mortgage related initiatives and marketing materials. Increase mortgage loan production by developing business / referral contacts and attract new base of mortgage customers, within the credit unions charter. Generate new mortgage loan applications by building ongoing mortgage referral network and developing relationships within the real estate community. Identify, provide input and help create programs and strategies to increase loan volume & per-loan profitability. Cultivate the relationship with Home Advantage and promote their services with the RLOs and the NIHFCU staff for maximum awareness and utilization by our membership. Utilize the reports available for leads, popularity and tracking, and use the results to explore opportunities and future business needs. Promote the credit unions mortgage products amongst our membership base and NIHFCU employees. Work with the Sales and Service Manager to assist with ongoing training for the front line staff to create awareness and recognize cross sale opportunities. Staff Development, Coaching and Training Accountable for recruiting, hiring, developing and retaining qualified, high-performing mortgage originations staff. Recommend staffing levels and personnel actions such as hiring, firing, promotions, transfers, salary actions, and staff training. Performance management activities include, but are not necessarily limited to performance reviews, performance improvement plans, coaching and training, scheduling work hours, and cross training. Member Service Provide leadership, training and coaching to divisional staff to ensure the highest level of member service throughout the process. Assist, as necessary, with the resolution of any customer service issues escalated to management level and exercises professional judgment in further escalating to the CLO only when necessary. Respond to all escalated loan-level scenarios promptly and thoroughly, and communicate resolved issues to all stakeholders to further improve processes and/or avoid similar problems from arising in the future. Establish customer service delivery standards and monitor service levels against such standards on a regular basis. .
EDUCATION & EXPERIENCE Strong leadership abilities combined with solid management and recruitment skills. Minimum ten (10) years mortgage production experience, with focus on sales, sales management, business development, marketing, customer service and compliance. Minimum five (5) years supervisory or management experience. Must demonstrate a thorough knowledge of Fannie Mae/Freddie Mac guidelines, as well as credit union lending policies, procedures, and regulations. Must possess a thorough understanding of the requirements and features of the mortgage loan programs offered by NIHFCU, other private investors, and the secondary mortgage market. Excellent oral and written communication skills required. Strong loan math calculation skills including the use of automated spreadsheet development and basic analytics required. Bachelors degree preferred, but not required. Analytical decision-making ability with attention to detail. Ability to learn and work in a fast-paced work environment. Ability to multitask and prioritize work as required. PC proficient to include: Word, Excel, Outlook, internet and e-mail. Ensure annual certification and training for the NMLS is completed as required. REQUIRED COMPLIANCE COURSES Ensure that work results and processes comply with relevant laws and with established NIHFCU policies, procedures, and practices, including, but not limited to, the Bank Secrecy Act (BSA) Attend all required training or complete and pass all online required training courses as applicable. NIHFCU is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law. PM18
Professional Diversity Network
Rockville, MD, USA