Mortgage Direct Sales Manager I

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GENERAL FUNCTION : Responds to advanced customer needs, via telephone or email, focusing on answering inquiries for mortgage loans.

Assesses customer needs and cross sells additional bank products. In addition, responsible for the overall production of the team and the day-to-day management of each Direct Channel Loan Originator.

Effectively partner with Fulfillment Operations to drive closed volume.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined.

Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience.

While operating within the Bank#s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

SCOPE :

Team Reporting Structure : Minimum of 3 MLOs

Compensation : Base salary, monthly team production override, personal production

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Develop a sales culture and sales focused environment within team.

Answer incoming phone calls from potential customers regarding request / question concerning New Mortgage Loans.

Actively identify and cross sell additional bank products.

Processing Customer application request.

Facilitating the account approval process with underwriting, processing, and closing departments

SUPERVISORY RESPONSIBILITIES :

Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth;

developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

• Manage a team of at least 3 loan originators.
• Manage personal and team production via local and Bancorp reporting and KPIs.
• Hold business plan reviews with sales team. Classification : Internal Use
• Build strategic and tactical plans for driving volume growth in assigned area.
• Participate in sales calls with loan originators.
• Assist departmental management in identifying possible improvements in systems and procedures.
• Ensure that loan originators provide a high level of customer service to external customers based on customer engagement data.

Actively participate in ongoing efforts to continually improve customer service for both internal and external customers.

• Monitor compliance issues, including that all loan originators attend required meetings and are in compliance with state and federal regulation, as well as policies and procedures set by the bank.
• Monitor quality levels of loan originators to insure adherence to standards.
• Serve as an intermediary for loan issues with processing manager and underwriting manager.
• Perform Human Resource tasks for the team, such as exception time reporting, performance reviews, coaching, performance management, commission administration and identifying training issues.
• Recruit, hire, and train new loan officers.

MINIMUM KNOWLEDGE & SKILLS REQUIRED :

• High school diploma or GED equivalent. Two / Four-year college degree preferred.
• Two to four years residential mortgage sales experience required.
• In-depth knowledge of conventional, government, and portfolio guidelines.
• Previous management experience preferred.
• Knowledge of residential mortgage processing, underwriting and closing procedures.
• Knowledge of federal lending regulations governing real estate lending.
• Demonstrated leadership, organizational, teamwork, and customer service skills.
• Must lead by example and have a high level of integrity.
• Ability to analyze policies, procedures, and guidelines in a way that maximizes productivity but protects the level of risk desired.
• In-depth sales technique / sales coaching skills.
• Strong desire to excel in a competitive environment. Classification : Internal Use
• Strong interpersonal and communication skills.
• Strong analytical and problem-solving skills are required.
• Excellent verbal, written, presentation, people, and diplomacy skills are required.
• Ability to multi-task and to be flexible.
• PC proficient in Windows based software programs (Outlook, Word, Excel, PowerPoint). Experience with Mortgage origination systems and automated decisioning tools required.
• Ability to motivate team, work independently, manage multiple projects, work under pressure, and adapt to sudden changes in the work environment.
• This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS).

The NMLS web site (mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration required foremployment in this position.

Mortgage Direct Sales Manager I

LOCATION Cleveland, Ohio 44114

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.