Branch Operations Manager

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Branch Operations Manager I plays an important role in the organization by overseeing a number of activities related to the company’s retail operations functions.  The role is primarily responsible, under general direction, for ensuring department efficiency via monitoring metrics and managing the day-to-day productivity of direct reports.  The Branch Operations Manager I will set objectives, assign work/projects related to loan processing, update internal procedures, train staff on existing, new and changed federal and state regulations, all while ensuring the overall quality and integrity of loan files and superior levels of customer service, generally for branches with approximately three loan processors producing <35 units per month.

Essential Functions

• Increase quality of loan files and reduce rush requests via the proactive and regular management of the loan pipeline; evaluate and oversee loan channel on a daily, weekly, and monthly basis.
• Monitor and manage production metrics for team; effectively balancing workload so that processors meet production goals.
• Coach and hold team members accountable for timeliness, accuracy, and completeness of files, and ensure all regulatory and compliance requirements are met.
• Ensure that Underwriting and Funding requirements, processes, and standards are understood by the team in order to prevent delays and other issues with loans.
• Help establish a department culture that emphasizes teamwork and is consistent with Company values; promote positive, professional relationships based on mutual respect.
• Hire, train, coach, discipline and exit team members.
• Provide training and guidance to employees related to disclosures, use of internal Company systems, and branch logistics and procedures.
• Resolve issues related to files, Branch employee relations, and systems.
• Review and approve files and supporting documentation for completeness.
• Respond to and coach team members on issues that represent higher risk/fall outside of scope of responsibility.
• Identify and escalate potential fraud issues.
• Partner with training team to ensure compliance with state-specific and federal consumer mortgage lending laws.
• Ensure compliance and take action required to address audit findings.
• Identify and stay current on changes in industry regulations, and recommend changes to internal policies, procedures, policies, and systems to incorporate new or updated requirements.
• Manage non-production and administrative support staff.
• Participate in regular branch, district, or regional staff meetings.
• May assist with processing loans when volumes require additional resources.
• Perform other duties as necessary.

Qualifications

• High school diploma required, some college courses/technical training preferred, along with eight years total work experience in progressively responsible positions in mortgage loan processing, with some time spent in management/supervisory-level position(s) preferred.
• Strong knowledge of overall mortgage lending processes, including Underwriting, Funding, and Loan Processing, conventional/FHA, USDA VA and Bond Program underwriting loan requirements, regulatory compliance and asset protection. 
• Strong knowledge of valid documentation related to the processing consumer mortgage applications (e.g., tax returns, financial statements and records, verification of income and deposits, etc.).
• Strong knowledge of federal, state, and regulatory requirements/guidelines related to consumer mortgage lending and internal processes and controls.
• Results and metric driven, capable of motivating a team to reach goals and drive initiatives.
• Manage multiple priorities in a deadline-driven environment; leads with a strong sense of urgency and responsiveness
• Ability to be patient and train less experienced team members, respond to questions and build capability.
• Ability to clearly communicate issues and expectations.
• Strong management and critical thinking skills, including the ability to evaluate facts and data to draw conclusions.
• Strong verbal and written communication skills.
• Highly organized.
• Prior experience using internal data entry systems, Microsoft Word, PowerPoint, and Excel.
• Intermediate math skills.

Supervision

• General supervision of work, depending on experience
• Moderate level of independent judgment and discretion
• Use sound judgment in executing core job responsibilities; provide guidance to resolve issues of moderate complexity
• Project work related to overall metrics and process improvement
• Authorizes expenditures
• Hires, trains, coaches, disciplines, and exits team members
• Travel: ~10%

Requirements

• Physical: Work is primarily sedentary; occasionally walks and/or stands.
• Manual Dexterity: Frequent use of computer keyboard and mouse.
• Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
• Environmental: Office environment – no substantial exposure to adverse environmental conditions.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

This position offers eligibility for incentive compensation.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.