What are the responsibilities and job description for the Mortgage Processing Manager position at Tomo?
Tomo is expanding our mortgage operations team, and we're on the hunt for a standout leader to drive our success as a Mortgage Processing Manager. In this role, you will oversee a dynamic team of Mortgage Loan Processors, ensuring accuracy and compliance in loan applications while fostering a customer-centric culture. This will be a hands-on manager role, acting as a 'player-coach.'
Your leadership will be pivotal in achieving on-time closings and delivering an exceptional experience to our clients. We're seeking a strategic thinker with a strong background in mortgage processing, adept at managing teams, optimizing workflows, and enhancing customer satisfaction. If you thrive in a fast-paced environment, excel in leveraging technology, and are passionate about leading a high-performing team, we want you to join us!
Location: This role is based in our office Monday-Wednesday, with remote flexibility on Thursdays and Fridays.
Key Responsibilities:
- Leadership & Team Management: Lead and mentor a team of Mortgage Loan Processors, serving as a point of escalation for complex issues and ensuring high performance and professional growth within the team.
- Process Oversight: Oversee all processing, pre-underwriting, and pre-closing tasks, ensuring adherence to guidelines and maintaining high standards of accuracy and compliance.
- Customer Relationship Management:Train team on customer service skills, both in written and verbal communications.This includes equipping team members with techniques for effective client interactions, fostering empathy, and ensuring clarity and professionalism in all communications.
- Collaboration & Communication: Work closely with agents, customers, and internal teams to obtain necessary documentation and provide updates on loan status. Utilize Tomo's tools for effective communication and pipeline management.
- Process Improvement: Identify and implement process improvements to enhance efficiency and effectiveness within the mortgage processing team. Serve as a key resource in the rollout of new system enhancements and process changes.
- Quality Assurance: Monitor and review pipeline performance to meet service level agreements and ensure quality submissions to Underwriting. Ensure timely follow-ups to prevent bottlenecks in the process and coordinate successful closings on time.
- Customer Experience: Uphold a strong focus on delivering superior customer service, addressing inquiries, and resolving issues promptly.
Required Skills & Qualifications:
- Mortgage Expertise: Deep understanding of the mortgage lending process and experience in managing mortgage loan processing teams.
- Leadership: Proven track record in team management, with the ability to inspire, guide, and support team members to achieve organizational goals.
- Communication: Excellent written and verbal communication skills, with the ability to effectively interact with customers, agents, and internal teams.
- Detail Orientation: Strong attention to detail and commitment to maintaining high quality standards.
- Customer-Centric: Demonstrated commitment to delivering an exceptional customer experience.
- Technology Savvy & Future State Thinking: Proficiency in leveraging technology to improve processes and drive innovation, with a forward-thinking approach to envisioning and implementing future enhancements in the mortgage industry.
Preferred Qualifications:
- Bachelor’s Degree
- 5 years of experience in mortgage loan processing, specifically with purchase transactions
- 2 years of experience of managing a mortgage loan processing team
- Ability to obtain and maintain NMLS registration
- Experience with Byte Pro software
- Knowledge of Non-QM and broker transactions