Regional Manager, Field Mortgage

Overview

To plan, direct and manage operations of mortgage loan originations and business development in an assigned region. Oversee staff in the interpretation and implementation of loan programs, policies, and procedures. Provide input to Sr management for short and long range operational planning. Evaluate and adjust branch work quality, staff performance, systems, processes, and procedures to meet goals. Serve as subject matter expert regarding branch functions, delivery of high service levels, mortgage sales functions, systems, policies and/or procedures. Manage daily activities of employees and/or supervisors. Facilitates effective change management and leader development across assigned teams. Support executive mgmt in delivering communication, adoption, and alignment with strategic plans. Ability to drive production and forecast AFP goals. Ensures growth in market and member share across assigned region. Prioritizes talent and development activities across team member and leader roles.

• Develop a regional strategy through established priorities and set goals to ensure growth in market and member share; evaluate and implement standards and ensure alignment with department/organizational objectives
• Manage and direct operations to ensure production goals, service level agreements and corporate objectives are met
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements to maximize efficiency and minimize risk and losses
• Conduct benchmarking and frequently review reporting trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency
• Conduct site visits to monitor business progress, sales process reviews, and to resolve operational/staff concerns
• Research and resolve complex member issues/complaints
• Provide sales training to drive referrals and new business for NFCU; evaluate training programs to ascertain effectiveness
• Ensure effective leadership and support of Business Development; remain aware and engaged with business external partners within assigned area
• Lead member satisfaction efforts by consistently monitoring survey data, and membership communications to management/field staff; respond to member inquiries/complaints
• Identify/analyze regional competitive gaps in current program offerings; recommend new products and/or enhancements to existing products and services to management
• Plan the renovation or relocation of existing field offices, including the procurement of equipment, staff, and telecommunication services
• Develop, recommend, and initiate actions necessary to establish new field mortgage sections
• Perform quality control audits to ensure adherence to applicable federal and state laws, rules, regulations, industry best practices, and NFCU policies and procedures
• Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations and NFCU policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Build and maintain effective relationships with staff, management, key stakeholders and/or external contacts
• Oversee the completion, evaluation, and submission of reports to senior management
• Organize and promote a work environment that emphasizes member service, goal achievement, creativity, quality, productivity, and partnership
• Contribute to a culture of collaboration by actively working across business lines, communicating knowledge and business processes to other business units to ensure quality member experience
• Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
• Perform supervisory/managerial responsibilities
  • Ensure adequate/skilled staffing; select employees
  • Develop leadership skillsets; create sound succession and leadership development plans
  • Evaluate, plan and deliver engagement planning process to improve engagement levels
  • Conduct regular employee and leader touchpoints
  • Establish performance goals and priorities
  • Prepare, conduct and review performance appraisals
  • Develop, mentor and counsel staff
  • Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
  • Ensure section/branch goals and objectives align with division/department strategy
  • Ensure efficiency of operations
• Perform other duties as assigned

• Bachelor's degree in Finance, Economics, Business Administration, or related field, or an equivalent combination of education, training, and experience
• 5-years proven work experience managing multiple mortgage consumer direct / sales teams
• Expert knowledge of applicable federal and state laws, rules and regulations
• Expert knowledge of conventional, FHA, VA loans & RESPA guidelines
• Expert knowledge of FNMA, FHLMC, GNMA, VA, FHA and private mortgage investors and insurers mortgage collection, bankruptcy and foreclosure processes/policies, mortgage and equity loan products, services, processes and procedures
• Advanced knowledge of financial industry trends, lending practices, products and services, technology, and regulations
• Extensive progressively responsible experience leading and managing a mortgage/equity operation, preferably in a large financial institution
• Skilled at identifying trends and planning data-driven retention strategy
• Ability to measure and analyze key performance indicators (ROI and KPIs)
• Ability to forecast AFP goals (annual٫ quarterly and monthly)
• Evaluate staff effectiveness and performance
• Familiarity with CRM, LOS, and POS platforms
• Extensive experience in supervising and leading employees
• Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Expert knowledge of effective leadership philosophies, including inclusive leadership strategies and refined emotional intelligence skills
• Extensive experience analyzing complicated exceptions to determine/recommend alternative mortgage products better suited to mortgage applicant
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Expert skill interpreting and applying applicable federal and state laws, rules and regulations
• Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Extensive experience training and developing staff
• Expert skill identifying and analyzing business requirements and recommending solutions
• Expert skill presenting findings, conclusions, alternatives and information clearly and concisely
• Expert skill building effective relationships through rapport, trust, diplomacy and tact
• Expert skill interacting with staff, management, vendors and members diplomatically and tactfully
• Expert skill exercising initiative and using good judgment to make sound decisions
• Expert organizational, planning and time management skills
• Expert verbal and written communication skills
• Advanced database, word processing, spreadsheet, and presentation software skills
• Ability to travel, scheduled or unscheduled, as needed
• Ability to obtain NMLS registration

• Advanced knowledge of NFCU products, services, programs, policies, and procedures, especially mortgage products
• Master's degree in Finance, Business Administration