Under the direction of the Vice President of Mortgage Lending, the Mortgage Lending Sales Manager is responsible for managing the mortgage sales process at UW Credit Union. This includes the direct supervision of mortgage loan officers. Major areas of responsibility include: the origination of mortgage applications, meeting monthly and annual goals, business development and providing on-going coaching of the sales team. This position works collaboratively with the Director of Mortgage Operations, Mortgage Lending Systems Administrator, Mortgage Lending Sales Support Manager, Mortgage Underwriting Manager, and the Mortgage Closings and Servicing Manager.
This role is responsible for coaching and developing staff through effective leadership and sound practices guided by the UWCU Performance Management Philosophy.
Must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the organization in a positive manner.
1) Direct the Sales and Business Development Activities of Mortgage Sales- 30%
a) Define market opportunities and sales efforts between UWCU and its loan sources, including realtors, builders, members and UWCU Community and Campus Relations personnel.
b) Participate in the creation and implementation of business development plans to increase market share.
c) Work closely with the Vice President of Mortgage Lending in establishing annual loan production.
d) Monitor and maintain Mortgage Loan Officer Incentive Compensation plan.
e) Recommend improvements and enhancements to mortgage product offerings. Including but not limited to rates, fees and program features to ensure competitiveness.
f) Work closely with the Vice President of Mortgage Lending in goal setting, incentive plan and product development and other mortgage planning activities.
g) Provide candid feedback in regards to strategy to insure continual improvement.
h) Build strong relationship with Retail and Investment Services in support of Mortgage Services and developing effective referral behaviors.
i) Actively participate in the development of long range and short range targets and goals.
j) Stay current with industry trends and competitors
2) Leadership Expectations- 25%
a) Work closely with HROD and senior management to select and retain highly engaged employees.
b) Interpret and communicate overall organizational purpose, critical measures, strategies and progress as it relates to the department and individual team member goals and success. Cascade information. Provide open and transparent communication with team members and departments across the organization.
c) Responsible for developing a staff of highly engaged employees as measured by the annual employee engagement surveys.
d) Provide broad based recognition by recognizing positive behaviors, achievements, and results exhibited by team members and all staff at all levels across the organization in a consistent and professional manner.
e) Review and communicate performance standards and expectations of team members as often as necessary to ensure accountability and effective execution.
f) Actively role model behaviors necessary to achieve goals.
g) Possess a commitment to the excellence of others through actions that support the growth and development that optimizes the talent of individual team members.
h) Provide timely, ongoing and consistent direction, performance coaching and honest feedback through dialogs, mid- year snapshots, year-end appraisals and informal in-the-moment coaching.
i) Maintain accurate, timely and transparent information regarding employee performance. Examples include, attendance (updating time and attendance information as required), dialogs and performance journals, and documented disciplinary actions and action plans as necessary.
j) Utilize progressive discipline practices to address sub-standard performance in a timely manner. Carry out progressive discipline and documentation with dignity and respect.
k) Invite and accept feedback from others and provide upward feedback.
l) Responsible for own continual individual development and improvement of UW Credit Union’s Leadership development competencies including, communication, thinking and analyzing, business understanding, interpersonal, leadership, management, and self awareness (see Leadership Excellence Competency Model for details on each competency).
m) Maintain strong and mutually beneficial relationships with all internal customers.
3) Accountable for member service quality, deepening of member relationships, member satisfaction and attainment of product sales goals for the mortgage loan sales group- 20%
a) Build a strong sales and service, high-performance culture that motivates and creates ownership for staff to initiate, build, and retain members.
b) Formulates individual and departmental sales and relationship goals to support the achievement of organizational goals.
c) Working with the Mortgage Sales Support Manager, reinforce application of sales training. Insures that consistent sales coaching is delivered at all times. Serves as a mentor to mortgage loan officers.
d) Insures staff are properly trained and equipped to effectively support the credit union’s product line so that members receive knowledgeable and professional service.
e) Continually assess, make recommendations, and implement processes and practices that support the effective delivery of service to members.
f) Develops systems to continually monitor member satisfaction and organizationally represent the “Voice of the Member”.
g) Promptly addresses and resolves member concerns/complaints. Maintains member contact, particularly for the resolution of escalated member issues.
h) Executes a sales and member relationship tracking process so that employees and management are sufficiently engaged in individual and departmental progress and success.
i) Develops and maintains an environment that encourages employees to continually identify improvements in products, processes, and marketing to provide a frictionless service experience.
j) Direct cross sale efforts of retail and consumer products from MLO group in support of organizations goals of deepening member relationships.
4) Sales Operations Management- 25%
a) Ensure effective teamwork between sales and operations.
b) Responsible for day to day oversight of sales team service levels and keeping within set service level expectations.
c) Develop, review, and recommend new methods and procedures to make daily operations more efficient.
d) Periodically evaluate staffing requirement to operate efficiently, including team member knowledge and skill levels and the ability to perform assigned work.
e) Conduct regulatory reviews and implement policy, procedure and forms changes to ensure compliance.
f) Ensure compliance with state and federal government rules and regulations.
g) Direct weekly sales meetings in conjunction with the Sales Support Manager and Director of Mortgage Operations keeping MLOs current on regulatory and product updates, pipeline management status, production updates and other areas of opportunity to improve sales, service, and process.
To perform this job successfully, an individual must demonstrate regular, predictable attendance and be able to perform each essential duty satisfactorily. The individual must be, or become, federally registered, and maintain an active federal registration with the National Mortgage Licensing System (NMLS) and Registry. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor’s degree in business, sales, banking, finance and/or a related field.
- Seven or more years mortgage origination experience with strong emphasis on outside sales and business development in generating leads from referral sources.
- Exceptional leadership and coaching skills with 5 or more years of management experience and the ability to inspire and motivate a sales team.
- High level of customer service orientation.
- Excellent written and verbal communication skills.
- Strong interpersonal skills and Emotional Intelligence Competencies.
- Sound knowledge of origination requirements and secondary market standards.