Centralized Lending Sales Manager
| Company | Bank of America |
|---|---|
| Location | Plano, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- Two+ years mortgage originations background
- Two+ years sales call center experience
- Thorough knowledge of mortgage products and programs
- Strong sales culture mentality
- Team oriented, problem solver, motivational leader
- Ability to work under pressure during high call volumes
- Clear and concise communication skills – written and verbal
- Providing top quality client experience is a must
- Ability to build and maintain positive rapport with service partners
- Ability to delegate, multi-task and adapt easily to change
- Team player
Responsibilities
- Responsible for the day to day operations of a team of Loan Line sales associates
- Plans, directs, supervises and evaluates work flow and sales performance
- Coordinated work activities to achieve the volume expected to meet operational requirements
- Recognizes and recommends operational improvements
- Responsible for the day-to-day application of organizational policies and procedures
- Will monitor performance of staff members according to established monitoring standards
- May approve special price concessions, quotes, bids allowances or adjustments
- Involved in hiring decisions and conducts performance appraisals
- Champions Bank of America Spirit and consultative sales culture
- Enthusiastically supports sales and Customer Care strategies
- Fosters internal business partner relationships
- Delivers clear and concise messages that motivate, convey the ‘why’ and connects contributions to business results
- Leads and encourages the identification, escalation and resolution of potential risks
- Knows and develops team members through coaching and feedback
- Manages expenses and demonstrates an owner’s mindset
- Recruits, on-boards and develops talent, and supports talent mobility for career growth
- Delivers results through effective team management, structure, and routines
- Drives the customer experience and operational execution by providing exceptional customer service, creating a comprehensive pipeline management strategy, and assessing client and specialist needs
- Performs daily reviews of the lending pipeline to identify and address high level risks and opportunities in partnership with Lending leadership
- Directs Lending Client Associates (LCAs), conducts sales support alignment, and oversees team productivity, utilization, and daily activities to distribute work accordingly
- Follows up on routine reporting to oversee the team’s progress towards key performance metrics and completes audits to ensure processes and activities are compliant with standards
- Leverages knowledge of mortgage products and solutions, including regulatory and product guidelines and processes to coach employees and ensure bank and regulatory requirements are met
- Integrates with key centers of influence, including Sales, Fulfillment, and National Retail Credit Lending to identify opportunities to enhance operational efficiency of loan processes leading to improved customer experience and satisfaction
Preferred Qualifications
- Previous Management Experience in a high volume call center a plus
- Home Loan Origination Background
- Strong Organizational Skills
- Has knowledge of loan products (Conventional, Jumbo and Government)
- Can analyze financial and credit data to advise clients of product/pricing policies and guidelines and gather any additional required information
- Familiarity with FHA and HUD guidelines
- Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending
- The ability to analyze and comprehend complex financial data and provide financial alternatives
- Strong consultative skills including the ability to ask critical questions to identify opportunities