MAJOR DUTIES - ESSENTIAL:
Demonstrate Effective Mortgage/Consumer Lending Oversight
- Oversee the daily operations of the mortgage/consumer lending function to ensure efficient workflow, accuracy of functions, and that policies and procedures are maintained.
- Ensure application processing and underwriting follows state, federal regulations and organizational policies and guidelines and that customers have accurate information and guidance about product options.
- Research new and upcoming regulations for compliance within an evolving regulatory framework.
- Acquire and develop in-depth working knowledge of mortgage/consumer lending to lead, train, educate and motivate mortgage/consumer lending team that will enable them to meet standards of excellence and achieve desired outcomes.
- Possess sufficient knowledge of loan documents needed for all loan types for proper documentation of credit files.
Provide Supervisory Responsibility
- Provide supervision of direct reports by assigning and directing work assignments, preparing a schedule that provides appropriate coverage, and conducting performance reviews.
- Provide leadership and training to new and existing team members on the technical aspects of loan underwriting, documentation, compliance, programs, and procedures.
- Supervise loan processing staff to ensure timely response times and accuracy are being maintained for loan services delivery to lenders and customers.
Demonstrate Outstanding Customer Service
- Establish and maintain a culture that enables the team to deliver value driven customer service through high touch, accurate and timely service.
- Ensure the team develops and maintains a high level of cooperation and rapport with other internal teams that improves the customer convenience and experience with GNB.
- Serve as a resource for both internal staff and external customers to assist in resolving issues as they arise.
- Clearly develop customer service expectations for all team members based on bank vision, mission and core values.
Demonstrate Commitment to Life-Long Learning and Professional Development
- Proactively seek to better meet changing customer needs and bank strategic objectives within an evolving regulatory framework by remaining current on the application of existing and newly emerging loan products, financial services, and technologies.
- Identify training opportunities to assist and support the on-going development of the mortgage/consumer lending team.
- Effectively use existing and newly emerging loan products, financial services, and technologies.
- Stay current with banking regulations and products and services that are constantly changing.
Travel
Must be willing to travel frequently to other bank locations to assist team members with training, coaching and business development activities including, but not limited to joint calls to referral sources, construction site visits, community development and housing authorities. These calls may occasionally be held outside of normal business hours.
Every effort has been made to identify the essential functions of this position. However, it in no way states or implies that these are the only duties you will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.
COMPETENCIES - MAJOR ACCOUNTABILITIES:
Leadership and Management: Must have strong leadership and decision-making skills with the ability to generate respect and trust from employees and external constituencies, including customers and vendors. Requires excellent organizational and project management skills with the ability to meet deadlines and manage time effectively. Requires an innovative, continuous improvement focus to optimize service delivery in a shared services environment.
Teamwork: Must have the ability to demonstrate genuine interest, skill, and success in getting groups to learn to work together. Promote cooperation with other departments and ensure that all team members are treated fairly. Recognize and encourage the behaviors that contribute to teamwork and a culture of excellence.
Integrity and Confidentiality: Demonstrate the ability to hold confidential information and display honesty and high ethical standards. All customer and company information must be handled in a confidential manner.
Communication: Possess the ability (both written and oral) to express thoughts and ideas effectively; actively listen to others. Must be comfortable speaking in front of groups.
Adaptability: Must thrive in working in a positive, team-oriented environment, contributing to the ongoing success of the company. Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations. Must exercise sound independent judgment under limited supervision.
Interpersonal Awareness: Must have the ability to notice, interpret and anticipate others concerns and feelings, and communicate this awareness empathetically to others. Make others feel comfortable by responding in ways that convey interest in what they have to say, anticipate how others will react to a situation, and find non-threatening ways to approach others about sensitive issues.
Collaborative Relationships: Have the ability to develop, maintain, and strengthen partnerships with others inside and outside the organization. Show an interest in what others have to say; acknowledge their perspective and ideas. Take time to get to know coworkers, build rapport and establish a common bond.
Customer Service: Must understand the role of customer service in a banking environment. Respond sensitively to the needs and priorities of the customer (both internal and external); recognize and take the appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.
Education/Experience: Bachelors Degree with advanced knowledge in a field of study preparing a candidate to proficiently perform mortgage/consumer lending oversight. Possess 3-5 years experience in banking and/or mortgage lending. Thorough knowledge of network and software applications, such as Encompass, Laser Pro, and Microsoft Office Suite software required. 1-3 years of supervisory experience required with a proven history of successful business development, recruitment and retention of customer relationships. Desired candidate will be familiar with underwriting, closing and servicing requirements for secondary market lending products and processes.
Hearing/Visual Requirements: Must be able to receive employee and customer requests and assignments through verbal and written communication. Working with a computer is important so clear vision of computer screen is imperative.
Skills: A high level of interpersonal skills to communicate policies, procedures and objectives effectively throughout the bank. A high level of analytical skill to assess and evaluate areas of responsibility and to participate in establishing bank financial goals is essential.
Confidentiality: Has complete access to records and plans of the organization where utmost integrity is necessary to protect the organization's interests and competitive position. Handles confidential and sensitive customer and employee salary information.
Sociological: Must work well under stress and adapt to change. Proactive behavior and initiative will be required in the sales culture and implementation of goals and objectives. Leadership aptitude is needed in representing the bank to both internal and external publics.
