Operations Manager

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Operations Manager is responsible for answering questions, assisting with daily needs, and delegating loans to the Processing Team. In this role you will have a firm understanding of all aspects of the loan as it pertains to processing, acting as an expert resource for the CCM team members. A successful analysis is accomplished by completing a basic review of loan files submitted to operations, completing verification of employment, reviewing executed funding packages, assisting in the completion of closing documentation, assisting with various loan assignments, and assisting other managers, team leads, processors, underwriters, closers, and post-closers as assigned.
Job Responsibilities:

• Respond to Loan Processor Team regarding loan level and system questions with accuracy in a timely manner.
• Manage existing processors, processors pipelines and processors loans, including a daily team meeting with reports, metrics, etc. to ensure loans are hitting the milestone and metric requirements.
• Train processing team weekly to help them acquire, develop, grow and strengthen the skills needed to reach senior level. Examples include guidelines, borrower communication, and problem solving.
• Conduct quarterly reviews with processors for performance improvements as needed.
• Hire and train new processors. Source, recruit, and interview a minimum of 2 processing candidates each month to maintain a proactive approach, build a reliable talent pipeline, and support growth as needed.
• Respond to e-mails, and/or phone calls within company SLA requirements.
• Communicate with various companies to obtain vendor information including, but not limited to, verification of employment, flood certificate, title commitment, and payoff information.
• Verify vendor orders are completed and returned, and invoices are received and documented.
• Perform a thorough review and analysis of borrower’s credit, income and assets as required by loan program to assist team.
• Determine all required documentation in the file is complete and accurate and identify any potential issues that may arise before submitting to underwriting for review.
• Review loans for compliance within all mortgage related regulations including RESPA, TIL, HMDA, and Reg. B.  Prepare proper disclosures and redisclosures as required by regulations.
• Assist closing, secondary, and servicing to obtain documentation needed to clear outstanding suspense items for loans worked on and/or loans worked on from other transition team members.
• Performs such other duties as required.

Qualifications and Skills:

• High School Diploma or Equivalent, required.
• Minimum of 10 years of residential mortgage processing experience, required.
• Extensive experience verifying complex income including bonuses, commission, and self-employment.
• Extensive experience with Jumbo guidelines and Jumbo investors, specific to income and credit requirements.
• Advanced experience with appraisals, appraisal review, reconsideration of value requests, etc.
• Extensive knowledge of RESPA guidelines. General knowledge of all mortgage and consumer lending regulations. Regulation Z and Regulation B requirements, and loan documents, preferred.
• Knowledge of complex income, Jumbo guidelines, and Jumbo investors, specific to income and credit.
• Proficiency with loan origination systems, document management platforms, and appraisal review tools ensuring the ability to process a loan all the way through at the highest level and ensuring accuracy when managing, assisting and/or training teammates.
• Excellent analytical skills.
• Excellent communication skills.
• Skill in prioritizing work to meet deadlines.
• Proficient knowledge of Microsoft Outlook, Excel, Word & Windows.
• Knowledge of DU, LP and GUS.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Pay Range:

• Annual Salary: $70,000.00 - $80,000.00
• This position is bonus plan eligible.

The posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

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