Operations Manager

Operations Manager

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/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

Oversee day-to-day productivity of direct reports and monitor metrics and report to ensure department efficiency. Manage employees, set objectives, and assign work/projects related to loan processing, underwriting and funding. Update internal procedures and train staff on existing, new and changed federal and state regulations. Ensure overall quality and integrity of loan files while maintaining quality customer service.

Essential Functions

• Oversee the day-to-day activities.
• Monitor and manage overall pipeline and daily, weekly and monthly metrics for team to maximize productivity and efficiency.
• Coach and hold team members accountable for timeliness, accuracy and completeness of files, and ensure all regulatory and compliance requirements are met.
• Hire, train, coach, discipline and exit team members.
• Provide training and guidance to employees related to use of internal Company systems, branch logistics and procedures.
• Ensure that Processing Underwriting and Funding requirements, processes and standards are understood to prevent delays and other issues with loans.
• Promote positive, professional relationships based on mutual respect.
• Resolve issues related to files, Branch employee relations, and systems.
• Manage non-production and administrative support staff.
• Review and approve files and supporting documentation for completeness.
• Respond to and coach team members on issues that represent higher risk/fall outside of scope of responsibility.
• Identify and escalate potential fraud issues.
• Partner with training team to ensure compliance with state-specific and federal consumer mortgage lending laws.
• Ensure compliance and take action required to address audit findings.
• Identify and stay current on changes in industry regulations, and recommend changes to internal policies, procedures, and systems to incorporate new/changed requirements.
• Host monthly staff meetings for all reporting support staff, and meetings based upon job type as needed.
• May assist with underwriting or funding loans when volumes require additional resources.
• Monitor various reports to identify possible training opportunities.
• Assist Corporate in clearing Shipping and Suspense deficiencies.
• Ensure employee evaluations and salary reviews are conducted and delivered with expected timeframes.
• Work closely with Managers to recruit and develop branches.
• Assist with the set-up and training for new branches.
• Maintain high level of communication with managers via regularly scheduled meetings, conference calls, etc.

Qualifications

• High school diploma required; some college courses/technical training preferred.
• Eight years total work experience in progressively responsible positions in mortgage loan processing, underwriting and/or funding; three of which include managing ops personnel.
• Expert level knowledge of overall mortgage lending processes, including Underwriting, Funding and Loan Processing, conventional/FHA, USDA VA and Bond Program underwriting loan requirements, regulatory compliance and asset protection.
• Results and metric driven, capable of motivating a team to reach goals and drive initiatives.
• 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.).
• Expert level knowledge of federal, state, and regulatory requirements/guidelines related to consumer mortgage lending and internal processes and controls.
• Ability to be patient and train less experienced team members, respond to questions and build capability.
• Ability to clearly communicate issues and expectations.
• Strong management and critical thinking skills, including the ability to evaluate facts and data to draw conclusions.
• Strong verbal and written communication skills.
• Highly organized.
• Ability to prioritize and meet deadlines; strong sense of urgency and responsiveness.
• Prior experience using internal data entry systems, Microsoft Word, PowerPoint and Excel.
• Intermediate math skills.

Company Required Skills

• 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/Authority Level/Project Management

Direct Reports: 3-10 Managers/Supervisors of Processing, Funding, and/or Underwriting

Indirect Reports: 10-30 Loan Processors, Funders and Underwriters

• High level of independent judgment and discretion
• Provide guidance to resolve issues of high complexity; use sound judgment in executing core job responsibilities
• Project work related to overall metrics and process improvement
• Manage multiple priorities in a deadline-driven environment; leads with a strong sense of urgency and responsiveness
• Excellent verbal and written communication skills
• Strong detail orientation and highly organized
• Authorizes expenditures
• Ability to be patient and train less experienced team members, respond to questions, and build capability
• Travel: 10%

Requirements

Physical

Work is primarily sedentary; occasionally walks and/or stands.

Manual Dexterity

Frequent use of computer keyboard and mouse.

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.

Statement

This document describes the general content and identifies essential functions and requirements for performing this position. It is not intended to be an exhaustive statement of duties, responsibilities, or requirements. Guild Mortgage complies with the ADA and considers reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential job functions. Employment with Guild Mortgage is "at-will," meaning that either the Company or an employee may terminate the employment relationship at any time, with or without cause, advance notice or stated justification.

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.

Target Salary Range: $ - $

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.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.