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Sr. Purchase Mortgage Assistant Manager

Location: Santa Ana, CA, United States
Req ID: 016232

Job Description

Description

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Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

This position is responsible for directly overseeing a team of Purchase Mortgage Assistant Managers and Purchase Mortgage Assistants who assist prospects in the mortgage inquiry process of home buying and selling. You are responsible for the oversight of various lead generation activities, including: inbound calls & call routing from a variety of lead sources; outbound follow up in support numerous marketing campaigns; assisting customers in the Prequalification and Verified Approval process; and assisting customers with Real Estate Agent needs. Additionally, team oversight includes A close working relationship with a team oriented approach with other teams of Mortgage Assistants, Management, Purchase Mortgage Professionals, Sales AVPS, and other departments within the Company is expected. A competitive, high performing individual and team culture with an approach to continuous improvement is expected.

  • Recommend staffing based on call activity, conduct interviews and make hiring decisions
  • Continuously enhance and deliver comprehensive on the job training for new employees including company systems, various marketing campaigns, sales, and time and priority management
  • Provide individual coaching and mentorship to Mortgages Assistants and Managers in areas of needed improvement
  • Manage daily, weekly, monthly activity and production standards of Mortgage Assistants and Managers
  • Able to work within set weekly and monthly schedule, which may include mornings, evenings, and/or weekends.
  • Manage scheduling of Mortgage Assistants and Managers based on hourly, daily, weekly and monthly call flow
  • Able to work within daily schedule, built around various inbound call and outbound call activity.
  • Utilize various reporting, metrics, and tools to drive production, efficiency, and a high customer experience
  • Potential to field calls from various lead sources with a working knowledge of the various campaigns in order to drive a tailored customer experience.
  • Conduct Interviews and Hiring Decisions
  • Potential to make outbound calls to numerous lead sources with a working knowledge of the various campaigns in order to drive a tailored customer experience.
  • Willingness to take ownership of any customer escalation as the situation dictates thus ensuring a positive customer experience.
  • Participating in staff and team meetings along with taking part in mortgage training provided by management

FUNCTIONAL JOB COMPETENCIES

  • Ability to train, motivate, and develop a call center oriented sales team
  • Excellent interpersonal, written and oral communication skills
  • Must have ability to continuously expand on knowledge of the mortgage industry
  • Must have ability to work independently and responsibly
  • Must have sales and closing techniques
  • Ability to take initiative and responsibility
  • Strong problem solving ability
  • Organizational skills and attention to detail
  • Ability to prioritize tasks

EDUCATION / EXPERIENCE REQUIREMENTS

What level of education or specialized training is required to perform the job?

  • Must have a high school diploma or equivalent.

Call Center and/or Customer Service and/or Sales Management experience preferred.

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

016232

Job Category:

Sales

Primary Location City:

Santa Ana

Primary Location Region:

California

Primary Location Postal Code:

92705

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Origination

Additional Posting Location(s):

Alternate Requisition:

No

Summary

This position is responsible for directly overseeing a team of Purchase Mortgage Assistant Managers and Purchase Mortgage Assistants who assist prospects in the mortgage inquiry process of home buying and selling. You are responsible for the oversight of various lead generation activities, including: inbound calls & call routing from a variety of lead sources; outbound follow up in support numerous marketing campaigns; assisting customers in the Prequalification and Verified Approval process; and assisting customers with Real Estate Agent needs. Additionally, team oversight includes A close working relationship with a team oriented approach with other teams of Mortgage Assistants, Management, Purchase Mortgage Professionals, Sales AVPS, and other departments within the Company is expected. A competitive, high performing individual and team culture with an approach to continuous improvement is expected.
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