Wholesale Lending Client Services Manager

Wholesale Lending Client Services Manager

Summary:

All Dart Bank team members take 100% ownership of their positions. They are proactive, flexible, courteous and resourceful. They have a "how can we make this work" mindset.  They are innovative and creative in meeting the needs of their position and in offering ideas and solutions that will be of benefit. They are excellent at prioritization and organization to ensure maximum customer satisfaction.  Client Services Mangers are self-sufficient, confident, and accurate decision makers. They can work both independently and cohesively with others and foster a team environment while leading the department. Maintaining an attitude of approachability and willingness to assist in troubleshooting with customers, Dart Bank departments and 3rd parties as needed.  They thrive in our ever-changing environment and take great pride in contributing to Dart Bank being an industry leader.

Primary Duties:

1. Supervisory/Managerial Responsibility for Client Services and Lock Desk departments personnel needs including but not limited to staffing needs/alignment, assigning work, coaching, performance evaluations etc.
2. Review and approve process documents, including policies, procedures, and job aids as they relate to responsible departments.
3. Work closely with executive leadership to both set and meet KPI's and quality goals.
4. Ability to demonstrate understanding of fundamentals relating to each operations department and provide feedback about overall process gaps or improvements to other department leads or VP/Director of Wholesale Lending.
5. Work closely with executive leadership to both set and meet KPI's and quality goals.
6. Stays current on all external customer and internal team communications as appropriate.
7. Assists in creating customer communications and reviewing with Client Services prior to distribution.
8. Maintains a working knowledge of underwriting, program guidelines, and regulatory compliance.
9. Liaison for sales feedback while providing input and materials for partner training and communication to ensure exceptional customer experience.
10. Ability to design, deliver and approve training materials.
11. Prioritize workflow to meet or exceed deadlines, ensure that SLA and turn times are met.
12. Actively participate and advocate the bank's training and development programs and commitment to learning.
13. Excellent verbal and written communication skills with the ability to handle delicate situations with diplomacy and tact.
14. Maintains strong knowledge and understanding of Agency and product requirements along with compliance mandates. Continuing education is required.
15. Responsible for following company policies and procedures as directed. Never employ workarounds to procedures or policies.
16. Ability to review and analyze situations at both a loan level and institutionally.
17. Actively involved in engaging technology to enhance efficiency and promote consistency in process.
18. All other duties as assigned.
19. Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act.

Essential Functions:

1. Use of hands or equivalent ability to complete required tasks
2. Vision or equivalent ability to complete required tasks
3. Strong communication skills and a positive attitude
4. Relationships with external contacts are vital, position involves extensive personal contact with outside sales partners, customer service is top priority.
5. Maintain positive relationship with sales partners (internal and Mortgage Brokers)-phone and email communication are required.

Skills:

1. Consistency and Commitment                                                             
2. Ability to adapt to quick changes                                                          
3. Customer Service                                                                                           
4. Coaching/Leadership                                                                                    
5. Organization
6. Time Management
7. Computer literacy
8. Facilitate Training

Education/Training/Experience:

10+ years of recent mortgage operations management and/or leadership experience is required.  Candidates must be proficient in general underwriting guidelines, the mortgage process, and other mortgage operations related functions, plus have an established history of operations leadership.  Experience in wholesale market and encompass is mandatory, previous remote management experience is preferred.

Minimum Education Requirement: College Degree or equivalent experience

Reports to:

VP/Director of Wholesale Lending

Dart Bank is a community bank, serving our community since 1925.  We specialize in providing financial services, but we are passionate about serving the community and building real relationships with people.  Dart Bank provides innovative financial services for both personal and business banking, consumer and mortgage loans, commercial loans and lines of credit, merchant credit card processing, investment services and more. Our array of products and services and our longstanding history within our communities shows we care about what matters most for our customers and we are there for them for the most important times in their lives.  Dart Bank. For What Matters Most.

We offer:

• Medical Benefits
• Dental
• Vision
• 401(K) Employee Stock Ownership Plan
• Paid vacation & sick time
• Flexible scheduling
• Employee Assistance Program
• Dart Bank University

At Dart Bank you can expect to be surrounded by a team that will support you and invest in your growth in a quick-paced work environment where we deliver exceptional customer service.  We are a local business that cares about our employees and our community.

Dart Bank is committed to providing equal opportunity in employment, maintaining a diverse workforce, and prohibiting all forms of unlawful discrimination and harassment. 

All employment decisions, policies, and practices, in terms of the recruitment process and other conditions and privileges of employment, will comply with applicable federal, state, and local anti-discrimination laws.  The Company seeks, employs, promotes, and compensates qualified individuals based on ability, as demonstrated by performance and other legitimate non-discriminatory factors, without regard to race, color, religion, national origin, citizenship, ancestry, sex (including sexual orientation, gender expression, and gender identity), age, physical or mental disability, pregnancy, genetic information, military status, veteran status, or any other protected status under federal, state (in Michigan: marital status, familial status, height, weight, and misdemeanor arrest record), or local law (individually and collectively, "Protected Class").