Residential Loan Processor Lead

The Residential Loan Processor Lead is responsible for ensuring the efficient processing and workflow of residential mortgage loans in accordance with established bank policies, service level agreements, and procedures. Additional duties include coordinating the onboarding, offboarding, and training of new staff for Residential Banking Operations.

The Lead supports workflow coordination to ensure production levels and deadlines are met while helping achieve the bank's strategic business objectives. Service quality standards for timeliness, accuracy, and completeness must be maintained. The role ensures compliance with the bank's residential loan procedures and investor loan documentation policies and guidelines.

Principal Duties & Responsibilities:

Oversee the pipeline to ensure SLA metrics are met daily and loan assignments comply with licensing requirements.

• Provide expertise and guidance on questions and scenarios related to the residential loan process.

• Identify trends and report them to the Operations Support Manager for the implementation of job aids and training tool updates.

• Assist Processors in understanding underwriting decisions and conditions.

• Encourage motivation and engagement through recognition of individual contributions and by promoting positive behaviors that align with cultural values.

• Ensure regulatory excellence by monitoring expectations and supporting adherence to specific regulatory responsibilities.

• Monitor the day-to-day workflow of the residential lending process, ensuring timely processing, submission to underwriting, and closing.

• Collaborate closely with the Residential Operations Support Manager to support department goals and objectives.

• Ensure accuracy of data in the Loan Origination System.

• Hold daily/weekly huddles to review results, discuss changes, and plan next steps with the direct manager and operations staff, ensuring consistent communication and alignment with loan closing objectives.

• Obtain approval for all title requirements, such as Title Commitment, CPL, O&E, and Preliminary CD.

• Create and maintain records for pending documentation or exceptions and follow up on any documentation deficiencies.

• Respond to phone inquiries and emails from the public and bank personnel regarding eligibility, terms, and conditions for various residential programs.

• Ensure compliance with regulatory objectives, including Reg B, Reg Z, and TRID.

• Participate in recruiting and training of operations staff.

• Support the team in delivering an excellent client experience by meeting customer satisfaction objectives, including timely and compliant welcome, approval, closing, and weekly contacts, while ensuring that pipelines do not exceed specified age range.

• Track daily productivity to achieve monthly funding goals and final dispositions.

• Demonstrate a commitment to diversity and create an environment that values everyone's unique contributions, allowing each employee to reach their potential.

• 5-7 years recent mortgage loan processing experience required, with at least 2-4 years in a lead role.

• Thorough working knowledge of Fannie Mae, Freddie Mac, FHA, VA, and Portfolio underwriting guidelines and automated underwriting engines.

• Acts as a champion for the customer/client, ensuring decisions and actions align with their goals.

• Ability to manage risks while ensuring optimal value and outcomes are achieved.

• Demonstrates a bias for action and a commitment to achieving sustainable results.

• Strong analytical, interpersonal, and verbal and written communication skills.

• Detail-oriented.

• Ability to work in a flexible and production-oriented environment.

• Must be able to promote and foster a positive work environment.

• Ability to thrive in a high-stress environment while delivering a high level of customer service.

• Willingness and ability to work as part of a team.

• Proficient in computer usage within a paperless environment.

• Experience with Encompass.

• Must be available to work outside of normal business hours when necessary.

• High School Diploma or GED Equivalent required.
• Associates Degree in Business, Finance or related field.

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP here.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.