Mortgage Operations Director

The primary task of the Operations Director is to ensure the Mortgage Fulfillment Operations Department runs as smoothly and efficiently as possible, overseeing day-to-day Operations Functions. Accountable for the overall effective processing of each mortgage loan received from Gooi’s clients, acting as the primary liaison between the Clients and all Fulfillment Operations staff. This position may be based in Des Moines, Iowa or may be a remote position.

• Manage all fulfillment operations staff (Disclosing, Processing, Underwriting, Closing and Post Closing) to ensure all transactions received are handled efficiently.
• Shadow each team member on a regular basis to improve uniformity and consistency.
• Develop performance metrics to measure productivity, quality, and client satisfaction.
• Monitor and manage team capacity, adjusting workloads as needed.
• Monitor operational KPIs and financial performance to ensure efficiency and alignment with corporate goal (turn times, budget, gross profit margins).
• Ensure compliance with all investors, agencies, clients, regulatory and business policies.
• Update all staff on policy, procedural and guideline changes, providing the tools and coordinating appropriate training when necessary.
• Accountable for ensuring quality customer service provided to internal/external customers.
• May oversee quality control process, audit loans, and provide feedback to employees.
• Conduct regular pipeline meetings with all team members and the client(s), as well as regular ongoing calibration calls with the clients to ensure we are meeting expectations.
• Responsible for or participates in the hiring, coaching, developing and supervising team members, including decisions related to performance reviews, terminations, hires, coaching, salary actions, etc.
• Partner with sales and other business areas to onboard new Clients.
• Participating in Onboarding Calls, Site Visits and Calibration Calls as needed.
• Work closely with IT and Technology vendor to ensure systems run efficiently, remain secure and support business needs.
• Work with Executive and Leadership team to achieve department and company goals, and strategic projects.
• Manages projects that primarily impact a functional area or specific department.

This position will supervise employees in Disclosing, Processing, Underwriting, Closing and Post Closing.

• 1+ year of management experience
• 5+ years of experience in the residential mortgage loan industry

To perform this job successfully, an individual should have knowledge of Microsoft Office and Encompass loan origination system. Ability to navigate multiple computer systems, applications, and utilize search tools to find information.

This position may need to be licensed with the NMLS or willing to obtain their NMLS license.

• Sound understanding of the entire loan process
• Supervising/Managing experience of 3+ years required.
• Proven track record of meeting or exceeding challenging delivery timelines
• Excellent verbal, written and interpersonal communication skills
• Extraordinary customer service skills servicing both internal and external customers. Customer service focus with the ability to actively listen, elicit information, comprehend issues/needs, and recommend solutions
• Experience building and maintaining effective relationships with co-workers, customers, clients and vendors
• Ability to work independently and interact with all levels of an organization
• Strong analytical skills with high attention to detail and accuracy
• Strong organizational, multi-tasking and prioritizing skills to meet deadlines
• Ability to make independent judgement calls based on regulatory knowledge
  
  Ability to handle information professionally and confidentially
• Travel occasionally to corporate offices, partner sites, conferences, and operational locations (typically