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Hours Full-time, Part-time
Location San Jose, CA
San Jose, California

About this job

The primary focus of the Sales Operations Manager II (SOM II) position is to manage the daily operations of the Sales Office. These responsibilities may include but not be limited to sales processing compliance and pipeline management as well as client escalations and staff development. The SOM II may be the 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 SOM II cannot take application quote rates or sell products. They will serve as a liaison for the loan center and the customer. The SOM II 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. Support higher volume branches and manages branch aligned Mortgage Loan Coordinators in this single incumbent role.

This position is subject to SAFE Act registration requirements. This position is 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. Since 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.

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 on policy, 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 new hire 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)

Qualifications 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, Pivot Tables, V-Lookup)

Desired Skills:

* Former Underwriting/Fulfillment background preferred but not required

* Former Sales Management background preferred but not required

Posting Date: 11/30/2016

Location: US-CA-San Jose

Travel: No

Full / Part-time: Fulltime

Hours Per Week: 40.00

Shift: 1st Shift