Manager, Consumer Direct Processing

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November 21

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International Luxury Hotel Association

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B2B • Travel • Hospitality

International Luxury Hotel Association is a global organization that serves the luxury hotel sector by promoting best practices, sustainability, and innovation in hospitality. It provides resources, networking opportunities, and educational programs to elevate the standard of luxury hospitality worldwide, fostering collaboration among industry stakeholders and encouraging a commitment to excellence.

11 - 50 employees

Founded 2012

🤝 B2B

📋 Description

• Manage Forward lending processing staff in addition to the overall pipeline of active loans through to loan close • Develop and drive accountability in all areas of retail processing to determine daily, weekly, and monthly measurements by individual to perform evaluations • Utilize cross departmental previous leadership to drive change in current processes that address operational effectiveness, efficiency and smooth transitions between operations, underwriting and offshore operations. • Hire and performance manage as necessary to meet capacity measurements ensuring performance metrics are managed to and met for processing. • Provide effective measurements and feedback to the Director of Consumer Lending on the operations of the business • Partner with the Controls team, to enhance LOS, procedure updates, and Training of all consumer processing • Develop a clear line of communication and SLAs with sales, underwriting and APAC operations to meet daily, weekly, and monthly Funding Goals, cycle times, and NPS. Manage the team within these metrics. • Provide guidance and expertise to team on standard concepts and practices • Partner with Operations, Human Resources, and other Management team on departmental issues including collaborating on compensation plan designs with Director of Operations • Evaluate reports and processes to meet business goals and objectives • Mentor staff in solving quality control issues • Foster a culture within the Proccessing team of customer service and delivery to the borrower. • Assist direct reports in developing and facilitating department standards and procedures • Other duties as needed

🎯 Requirements

• High school diploma, GED, equivalent certification, or military experience • 5 years of mortgage processing experience • 2 years of supervisory or team lead experience managing 10 or more employees • Detail oriented with superior follow up skills • Strong leadership skills, including ability to operate with Director+ executives in both written and oral forums • Effective time management and ability to prioritize tasks for self and department • Proven ability to prioritize and delegate and work under pressure, meeting multiple and sometimes conflicting deadlines • Previous experience in leading the management of tracking, monitoring and preparing reports on departmental goals and objectives • Strong customer service skills, attention to detail and proven consistency in delivery and work product • Must be able to measure team production & SLA goals and work with HR if a team member is falling short • Demonstrated knowledge of mortgage guidelines, DU & LO, RESPA & disclosure requirements, loan closings, loan processing • NMLS license preferred but not required • Encompass experience • Ability to work with Excel

🏖️ Benefits

• Medical, dental and vision insurance • Up to 3% match on 401(k) contributions • Generous paid time off • Company-paid life, accident and disability coverage • Programs for mental, physical and financial wellness