Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm, we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.
Position Summary
Monitors the pipeline and metrics for all assumptions to ensure overall quality, timely processing and high levels of customer service are met. Coaches and reviews the work of Assumptions Specialists to ensure compliance with Company, Investor, State and Federal government agency standards. Updates internal policies, procedures and trains Assumptions Department staff on investor, federal and state regulations. Presents to management, works in tandem with Servicing Department peers, partners and fosters development and performance of the team.
Essential Functions
- Monitors overall pipeline and metrics for team, adjust workloads as needed to ensure productivity objectives and customer service levels are met.
- Provide training, guidance and coaching to Assumptions Specialists on pipeline management, internal and external customer service, policies and procedures, products, systems, required documents and industry changes.
- Coordinates and manages daily workflow requirements, facilitates communications and leads meetings between pre-application and processing teams, Underwriting and the Closing Departments.
- Performs pipeline reviews to ensure accuracy, completeness and compliance with Company standards, federal, state and agency regulations, and guidelines.
- Partners with Management, IT, and business analysts to identify and implement efficiency projects as needed.
- Performs key role in Internal and External Audits to ensure compliance; respond to and remediate audit findings as needed.
- Participates in and make recommendations related to staff changes, interviews and selection of new hires, internal promotions, performance evaluations, recognition, employee relations issues, and disciplinary actions.
- Exhibits sound judgment, ability to think critically, including the ability to evaluate facts and data to draw conclusions, determine the downstream impact of decisions and associated risks.
- Manages and mitigates escalation issues as needed and follows up to ensure timely resolution.
- Identify and escalate potential fraud issues.
- Stays current with federal, state regulations, policies and industry trends.
- Leads regular meetings for both internal staff and external partners e.g. underwriting and closing.
- Monitors various reports to identify possible training opportunities.
- May assist with processing loans when volumes require.
Qualifications
- High School Diploma or equivalent required. College courses/technical training related to Business, Finance/ Accounting, Legal, or related field strongly preferred
- Minimum seven years' experience includes progressively responsible positions processing loans (Conventional, FHA, VA, and USDA assumption eligible loans).
- Minimum two years supervisory or leadership experience.
- Strong interpersonal, communication, customer service skills required.
- Ability to build strong relationships with loan officers, production, underwriting, closing and other internal and external partners.
- Expert level knowledge of federal, state, and regulatory requirements/guidelines related to assumptions, consumer mortgage lending, and internal processes and controls.
- Expert level knowledge of valid documentation related to the processing consumer mortgage applications (e.g., tax returns, financial statements and records, verification of income and deposits, etc.).
- Ability to prioritize multiple tasks for self and others in a deadline-driven environment; strong sense of urgency and responsiveness.
- Highly organized and strong attention to detail.
- Strong math, verbal and written communication skills required.
- Prior experience using internal data entry systems, Microsoft Word, Excel and PDF/Document Retention programs.
- Excellent verbal and written communication skills required.
- Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
- Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
- Commitment to company values.
- Customer Service - Proactive attention to each person
- Integrity - Do and say what's right
- Respect - Treat others with dignity
- Collaboration - Listen and work together
- Learning - Seek knowledge and strive for improvement
- Excellence – Deliver the unexpected
Supervision
- Job Scope: Oversee 8-10 direct reports.
Requirements
- Physical: Work is primarily sedentary; occasionally walks and/or stands.
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Manual Dexterity: Frequent use of computer keyboard and mouse.
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Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio, e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
- Environmental: Office environment – no substantial exposure to adverse environmental conditions.
- Travel: 5-10%
- Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely
decisions in the context of a workflow. This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
Guild offers a pleasant work environment, competitive compensation and excellent benefits package, including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.
Guild Mortgage Company is an Equal Opportunity Employer.
This position offers eligibility for incentive compensation.
Target Salary Range: $67,000 - $92,000 annually
Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.
REQ#: ASSUM016702