Sales Operations Manager

The primary focus of the position is to manage the loan processing duties of the Sales Office. The Branch Operations Manager may be customer point of contact for activities following the initial credit decision and must be able to effectively communicate to the customer. Tasks include managing the loan process, including acting as a proxy for the Home Loans Manager on customer escalations and pricing exceptions. However, a Branch Operations Manager cannot take applications, quote rates or sell products. They will serve as a liaison for the loan center and the customer. The Branch Operations Manager will also follow-up on routine reporting to ensure branch associates complete all required compliance actions (customer affirmation obtained, decline, counter offer to customer, etc.) and may conduct training as needed.

*Depending on experience may be filled as Sr SOM

Primary Areas of Focus

* Drive Customer Experience and Operational Execution

Serves as Sales subject matter expert for operational tasks, reporting and processes

- Monitors associate application quality and provides coaching/training including application interview skills,Income and Asset calculations, timely document collection, etc.

- Deliver training/coaching onpolicy, procedures and Target State Operating Model execution

- Manages pricing exception processes and controls

- Manages all reporting requests and deployment of new reports

Collaborates with Sales and Fulfillment associates to deliver integrated, impactful solutions to drive operational excellence

- Pipeline surveillance and management to proactively resolve loan level escalations

- Provides tangible improvements to customer experience and Close On Time performance

Coaches Sales associates to meet bank and regulatory requirements

* Grow our Business -- Production and Productivity

Daily review of the sales pipeline to identify and address high level risks and opportunities for coaching in partnership with the HLM and Retail Sales Manager(RSM)

* Grow our Team -- Recruiting and Employee Development

Manage newhire development and proficiency with systems, technology, product and procedures

Manage departed MLO pipeline

Manage sales office and Pinnacle Club Mortgage Loan Coordinators alignment and daily activities

* Leverage the Enterprise -- Optimize One Team Execution

Customer Focus

Integration with key centers of influence within the Home Loans Organization (Sales,Fulfillment, National Retail Credit Lending)

This position may be subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. If your position requires SAFE Act registration, you will be required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in your immediate termination.

Required Skills :

* Strong ability to read and interpret mortgage regulatory and product guidelines

* Excellent problem solving skills

* Highly proactive mindset

* Strong verbal and written communicator to a wide variety of audiences, including Sales and Fulfillment associates and leaders

* Excellent MS Excel skills (Filtering, PivotTables, V-Lookup)