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Purchase Operations Manager

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Position Summary:

The Purchase Operations Manager is responsible for direct management of a team of Purchase Customer Advocates in the end to end processing of purchase mortgage loans - from transfer to Operations from Sales to loam closing including owning all customer, partner and vendor interactions/communications.

This key role is responsible for ensuring that all key SLAs and KPIs are met as well as all regulatory requirements, and company policies and procedures under stringent process timelines and high customer and referral source expectations. Critical focus areas include robust pipeline management, team member development, oversight of key process milestone and maintaining effective and productive relationships with Sales, Underwriting, Legal and other key partner groups. Additionally, this is a new product vertical so effective change management and process improvement efforts are notable component of this role. Prior experience with enhancing systems, technology tools and reporting highly beneficial for this role. This role is extremely "hands on" and requires exacting, organized and consistent leader with focus to drive expected results and service levels. Highly visible role in a fast-paced, dynamic, positive team culture.

Essential Job Duties and Responsibilities:

  • Effectively manage team of new Customer Advocates (Mortgage Processors) responsible for all standard processing tasks, all customer communications, vendor follow up, scheduling of closing and resolution of any closing issues, etc.
  • Manage and support new Customer Advocates hired into new Purchase Team assisting with all escalated issues, technology concerns, training gaps, etc.  Provide feedback to Senior Leadership regarding potential improvements to process, training curriculum, reporting, management routines, systems, etc. to improve process, customer experience, efficiency, and general performance of team.
  • Train, develop and provide daily guidance to staff regarding verification of documents, calculation of income, packaging of loans, obtaining stipulations, underwriting guidelines, company policies, etc. ensuring loans met all requirements.
  • Consistently provide exceptional customer service to borrowers, and internal and external customers and partners. Create/support a culture of service within the larger Purchase Operations Team and adhere to all management routines.  Provide consistent and exacting oversight for all prescribed customer service milestones and reuqired communciation touch points to drive expcetional service levels.  Service levels to meet or exceed 90%.
  • Develop and maintain postiive and productive relationships with Sales leadership and Underwriting Management.  Partner with Purchase leadership and provide timely, insightful feedback regarding concerns, trends, process opportuities and best practices.  Assume a proactive role in building a team and a process that is scalable, efficient and customer centric as the purchase vertical grows and volume builds exponentially. Assist  the Customer Advocates in adjusting appropriately to the evolution of the team and the processw as well as adoption of new tools and technology.
  • Manage through data, key reports and dashboards.  Hold routine pipeline reviews and follow up as required to maintain superior execution on all key metrics.  Address all performance outliers timely and appropriately.
  • Maintain regular and punctual attendance. Comply with all company policies and procedures.
  • Other duties as assigned. Scope of role may evolve as this new purchase vertical grows and expands and volume increases.
  • 5+ years processing mortgage loans; loan originiation expertise.
  • Knowledge of applicable federal, state laws and regulations.
  • Prior purchase experience; prior management experience.
  • Change management, process improvement, technology enhancement experience preferred.