Home Lending Enterprise Retail Sales Manager

HL Enterprise Retail Sales Manager

Location: 950 Silver Lane, East Hartford Connecticut

The HL Enterprise Retail Sales Manager (ERSM) reports directly to the Home Lending Market Leader and is accountable for creating an engaging sales culture for employees to develop the skills and confidence required to grow the business by helping new and existing clients with home lending solutions. ERSMs prioritize and lead delivering Crazy Good Service to all clients. The ERSM primary responsibilities are to recruit external LO talent, lead a span of 3-8 loan officers (spans of control are defined by National Sales Executive and Home Lending Market Leader) and lead production representative of their local market, branch referred business and Key Private Bank (KPB) referrals and KPB mortgage trade areas. The ERSM leads a team of Mortgage Loan Originators (which include Mortgage Loan Officers (MLO) & Community Development Mortgage Loan Officers (CDLO)) effective at originating high quality home lending originations and must demonstrate expertise with the local real estate market attributes (property taxes, transfer taxes, millage rates, etc.). This role will develop and lead strategies and tactics in their local markets to build local Center of Influence (COIs) for their MLOs and CDLOs. The position also partners closely with Retail Leaders to increase lending acumen of branch and KPB teammates. The ERSM would also be expected to originate and have a proven book of business and COIs in the local market. The ERSM would be expected to achieve targeted performance goals (quality and productivity) with respect to their own personal production in parallel to achieving the performance goals and expectations as a manager of a team of loan officers.

Essential Functions

• Responsible for building, developing, coaching, motivating, and leading a team of Mortgage Loan Originators (MLOs), CDLOs and/or mortgage associates skilled and confident to deliver clients' full lending needs.
• Responsible for achieving or exceeding mortgage and home equity production goals for both their assigned Retail branch markets and Key Private Bank (KPB) markets. Sets the tone and expectation around partnership and performance objectives. Manages and evaluates performance to achieve respective goals.
• Ensure MLO adherence to the branch and private bank coverage model.
• Accountable for market, branch and KPB market level pipeline management, upfront file quality, drive expected pull-thru and funding rates, and achieving established benchmarks for client NPS scores.
• Serves as a market's residential real-estate options/products and lending expert with joint accountability/ownership with Retail Leaders, Branch Managers and KPB Leaders to achieve the residential real estate lending production and production goals of their respective branches and KPB markets.
• Manage facilitation, results, and improvements with credit decision escalation process, pricing exceptions, and overall pull through
• Lead and support the development, delivery and execution of training/skill building for branch and KPB employees on changes to all consumer credit products, systems and technology, and processes - building the confidence in branch and KPB employees.
• Maintain an internal and external talent pipeline; hires, trains and onboards new employees grounded in Key's Financial Wellness mission.
• Build strong collaborative relationships with internal partners to drive excellent client experience, high-quality originations and strong partnerships between branches, operations, underwriting, and fulfillment
• Proactively engage the Area Retail Leaders (ARLs) to facilitate field action and the Consumer Loan Center (CLC) where a pipeline appears stalled; diagnose why and consult/ recommend solutions to improve pipeline
• Responsible and accountable for compliance in all aspects of their geography inclusive of Communicate Reinvestment Act (CRA), Low to Moderate Income (LMI) and MMCT requirements
• Effectively assist MLOs with resolving client complaints within a timely fashion
• Partner with Home Lending Leaders (HLC) leaders to ensure right channel of execution and achieving production success for the assigned markets.
• Ensure MLOs adhere to the Key Home Lending policies, including government regulations; ensure information is properly disclosed to clients. Responsible for overall compliance and quality control within the department - ensuring documentation is appropriate; application packages are timely, quality is acceptable, and timely completion of disclosures.
• Manage employee hours worked in accordance with and compliant with KeyBank's time tracking policies
• Assists clients with the origination of residential mortgage loans, including providing analysis and advice to current and prospective clients on home lending solutions that meet their needs and financial objectives. The ERSM is expected to develop referrals to grow Key's home lending business and client base. The ERSM is expected to meet or exceed established sales goals while maintaining high standards of client satisfaction and loan quality.
• Prospects home lending business to build and develop new client loan originations and relationships and new originations. This can include developing internal referral relationships as well as developing external centers of influence to refer home lending opportunity
• Originate and process 1-4 family residential real estate mortgage transactions in accordance with Home Lending process and product guidelines
• Responsible for gathering documents at the time of registering a loan and is expected to remain, the primary point of contact for the client during the duration of the loan process
• This person is to maintain high standards of client satisfaction and quality, ensure sales/originator systems and workflows are efficiently controlled.
• Develops and maintains in-depth knowledge of products and services as well as knowledge of competitors and competitive products while serving as the subject matter expert within the market
• Maintains proficiency on sales/originator systems and develop and maintain efficient workflows
• Keeps informed of trends and developments in the real estate market and mortgage industry
• Ability to foster internal and external relationships.
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

Education

• Bachelor's Degree Business or Finance or Equivalent Experience (preferred) or

Work Experience

• 5+ years Mortgage experience or equivalent retail/lending experience which includes selling financial products (required)
• Proven ability to develop and execute business plans – capable of meeting and exceeding results (required)
• 3+ years Management experience in a retail sales environment (preferred)
• Demonstrated ability to drive a high performing team (preferred)
• Proven network of local real estate COIs and past client book of business (required)

Skills

• Excellent communication skills, both written and verbal.
• Demonstrated effective leadership with the ability to manage, coach and champion a successful sales team both locally and remotely coupled with the proven ability to lead change.
• Proven ability to establish and maintain collaborative partnerships among the field, LOBs and support partners.
• Strong customer service skills.
• Proficient in sales and service skills, including tele-consulting, prospecting, networking, and COI relationship management.
• Demonstrate strong financial acumen by understanding the business priorities of clients, analyzing market trends, and providing strategic advice on mortgage products and lending solutions.
• Generate new mortgage business and manage the loan origination process from initial application through to closing.
• Navigate the home mortgage process, from application to closing, providing advice on interest rates and repayment terms.
• Working knowledge of consumer loan underwriting, processing, closing and regulations
• Build partnerships with real estate agents and financial advisors.
• Proficiency in sales/originator systems and workflow management
• Working knowledge of FNMA, FHLMC, FHA, VA, TIL regulations, Equal Credit Opportunity Act, RESPA regulations, local and state real estate and finance laws.

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to