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- Process FHA applications from time of receipt of application to submission of the loan package to underwriting.
- Gather, organize and track loan documentation
- Work with lenders, applicants, underwriters, appraisers and others to complete processing
- Resolve customer service issues
- Verify customer occupancy documentation and resolve routine title issues including vesting issues and various liens
- Execute closing actions to ensure a timely and effective closing process
- Performs other related duties as assigned.
- Leveraging partnerships with recruiting and management, build a highly functioning team of retail sales Loan Officers.
- Coach, mentor, develop and lead team to meet monthly sales production goals.
- Manage and monitor performance metrics and analysis of Loan Officer productivity.
- Communicate business goals, objectives and company performance results to staff.
- Create strategies and initiatives to further sales volume growth.
- Promote an effective sales environment through one-on-one training to team members as well as participation in and/or facilitation of daily training sessions for CA Retail Sales teams.
- Effectively manage customer complaints and seek appropriate resolution.
- Leveraging partnerships with recruiting and management, build a highly functioning team of retail sales Loan Officers.
- Coach, mentor, develop and lead team to meet monthly sales production goals.
- Manage and monitor performance metrics and analysis of Loan Officer productivity.
- Communicate business goals, objectives and company performance results to staff.
- Create strategies and initiatives to further sales volume growth.
- Promote an effective sales environment through one-on-one training to team members as well as participation in and/or facilitation of daily training sessions for CA Retail Sales teams.
- Effectively manage customer complaints and seek appropriate resolution.
Contract Review, Modification, Negotiation:
- Work with stakeholders and the legal department to create and negotiate vendor contracts.
Competitive Bidding, Negotiations and Cost Reduction Initiatives: Follow all policies and procedures regarding the sourcing, selecting and management of vendors.
- Development of Request for Proposal (RFP), Request for Quote (RFQ) and Request for Information (RFI) documents in coordination with the appropriate stakeholders
- Manage the RFP, RFQ and RFI process, acting at the main point of contact with vendors and stakeholders
- Aggregate RFP, RFQ and RFI responses into meaningful, actionable summaries
- Collaborate with stakeholders to recommend the best Vendor to meet business needs
Vendor Relationships & Performance Measurements:
- Measure and track vendor performance to ensure appropriate service levels are maintained with key vendors. This will be accomplished by working with vendors and stakeholders to establish and monitor mutually agreeable service level agreements and terms and conditions of the business relationship.
- Provide feedback on performance, seek continuous improvement and innovation
- When performance issues emerge, identify root causes and work with stakeholders and vendors to drive efficient resolution
- Identify and capture profit improvement opportunities beyond sourcing, such as demand management, process improvements, etc.
- Regularly monitor the market for category leading practices and demand/supply shifts such as vendor consolidation, technology innovations, etc.
Project Management:
Provides project management experience in situations where vendor participation is a key component to successful project implementation
Our AAG Loan Officers are the forefront of initiating the Reverse Mortgage process. Through building strong relationships with our American Seniors our LO’s take pride helping them move through the loan process. Working with 100% inbound leads, given on a daily basis, our goal is to provide the most appropriate financial solutions to our customers and client’s needs.
- Support Business leaders with ad-hoc analysis, working directly with them to implement strategies based off results.
- Utilize data visualization software such as Power BI and Tableau to effectively communicate performance metrics and insights to individuals at all levels of management.
- Become the subject matter expert on the business data set and employ tools such as R and SAS to find hidden insights within the data.
- Design and deploy response models that predict and explain customer behavior throughout the reverse mortgage acquisition pipeline.
- Assist with the forecasting and tracking of monthly business performance vs budget.
- Coordinate with reporting teams and IT to operationalize successful forecast and analysis processes.
- Follow established intake and documentation practices in the handling of complaints, based on Corporate/Departmental policies and procedures.
- Identify, troubleshoot and resolve issues related to client complaints.
- Coordinate, research, log and respond to complaint related concerns.
- Seek opportunities to continually improve the existing processes and procedures.
- Pursue resolution for issues as they arise and be able to make decisions independently.
- Work with multiple departments and senior management/leadership to assess and validate the facts and determine the best solutions for both the company and consumer.
- Organizing information, support items, client responses and reports for management review.
- Assist with report analysis, updates and delivery to senior management and executive staff.
- Collaborates with external investors for product change requirements
- Liaises with Executive Management and business units to inform and coordinate the product changes.
- Prepares product change impact assessments; creates work breakdown to implement the change; plans change activities; coordinates assignments and tasks to ensure timely completion.
- Evaluates system impact and documents system requirements to support the product change.
- Supports testing activities to validate use case scenarios and ensure a quality production release.
- Prepares change management communications and coordinates change deployment activities across the enterprise.
- Routinely collaborates inter-departmentally with Compliance, Credit, Legal, Technology, Sales, and Marketing stakeholders.
- Own the best practices, tools, knowledge management, methodologies, and capabilities to optimize and mature the performance of the Project Management Office (PMO).
- Own the tracking, monitoring, and performance measurements of the enterprise project portfolio through the application of suitable portfolio management practices.
- Champion the project management quality assurance practices and program management controls to drive consistent and reliable assessment of project progress and project risks.
- Establish enterprise governance & portfolio review processes.
- Continuously improve the PMO tools, methods, and processes to achieve increased effectiveness in project value delivery.
- Continuously improve and develop knowledge management processes to capture lessons learned and other valuable historical project data & artifacts.
- Establish a suitable resource management process to reconcile resource requirements and identify resource constraints across interdependent projects.
- Manage the allocation and assignments of PMO project managers and business analysts.
- Implement competency development programs to enable the skills progression of project managers and business analysts.
- Manage the performance of direct reports consisting of project managers and business analysts.
- Process FHA applications from time of receipt of application to submission of the loan package to underwriting.
- Gather, organize and track loan documentation
- Work with lenders, applicants, underwriters, appraisers and others to complete processing
- Resolve customer service issues
- Verify customer occupancy documentation and resolve routine title issues including vesting issues and various liens
- Execute closing actions to ensure a timely and effective closing process
- Performs other related duties as assigned.
- Process FHA applications from time of receipt of application to submission of the loan package to underwriting.
- Gather, organize and track loan documentation
- Work with lenders, applicants, underwriters, appraisers and others to complete processing
- Resolve customer service issues
- Verify customer occupancy documentation and resolve routine title issues including vesting issues and various liens
- Execute closing actions to ensure a timely and effective closing process
- Performs other related duties as assigned.
Responsibilities:
- Responsible for increasing, engaging and converting organic search traffic, especially on non-branded search terms.
- Optimize for mobile and desktop; text, video, mortgage calculators and articles; local and national; form engagement and newsletter signups; and schema/knowledge graph placements.
- Be a primary driver of content development, working with creative services, content marketing, social media, email and e-newsletter team members to capitalize on each other’s forward momentum and efforts.
- Drive SEO strategy in support of key business initiatives with goals to improve site infrastructure, taxonomy, naming standards, onsite content, backlink profiles, internal linking structure and domain authority.
- Conduct research, analyze website interactions, monitor market trends (including key crawler updates), note benchmarks, practice innovative SEO techniques, and out-perform the competition.
- Assist in defining and executing a strategy for UX improvements across multiple product experiences.
- Manage any and all SEO vendors, including budget control, communication, project initiatives, and delivery.
- Blend keyword research with consumer insights, industry knowledge and product information to submit specific content requests that will fuel the growth of organic search and user interaction.
- Manage ongoing keyword research to advise analysis, recommendations, and relevant landing page expansion.
- Own and coordinate SEO keyword strategy and site content in partnership with internal and agency partners.
- Internal linking strategies to prioritize PageRank distribution as well as locate opportunities and engage in inbound and outbound link placement initiatives.
Our AAG Loan Officers are the forefront of initiating the Reverse Mortgage process. Through building strong relationships with our American Seniors our LO’s take pride helping them move through the loan process. Working with 100% inbound leads, given on a daily basis, our goal is to provide the most appropriate financial solutions to our customers and client’s needs.
- Maintain daily business operations of team (10 - 12 processors)
- Develop and maintain work flows
- Maintain department and company policies and procedures
- Maintain appropriate staffing levels
- Manages entire team pipeline to maximize funding and pull through ratios, improve cycle times, and daily production standard per processor
- Establish and maintain communication with underwriting
- Ensure loans are processed according to state and federal guidelines
- Serves as coach, manager, and mentor to the team by providing coaching and feedback to aid in the development of new skills and refinement of existing skills; keeps management informed of progress
- Respond effectively to customers (internal and external)
- Manage special projects as needed
- Deal with personnel issues such as reviews, corrective discipline and counseling
- Provide reporting as needed for company, department and client requirements
- Handles the most complex loan request and member issues
Duties & Responsibilities – Ops Support Coord II:
- Review mortgage loan documents, audit for completeness, accuracy, etc.
- Routing of documents, tracking, printing, scanning, and indexing.
- Complete data input on loans in loan system.
- Order/follow-up/receive services with vendors such as title, appraisal, etc.
- Performs other related duties as assigned.
- Develop a deep understanding of the existing business processes and cross department interactions.
- Work with business leads and SMEs to understand and document current state, the challenges that exist within the operational infrastructure, including identification of business and technical gaps.
- Ability to synthesize information from multiple sources into informational documents and diagrams with purpose.
- Prepare comprehensive future state documentation for business processes.
- Analyze and recommend process improvements to determine best practices and makes recommendations to management on how to improve current practices and processes and solve issues related to business unit
- Elicit and document business requirements and visual models that communicate what must occur to realize future state.
- Review and contribute to approve functional design definitions deliverables to ensure business requirements are being met.
- Prepare for, lead and/or participate in Requirements Elicitation or Joint Application Design (JAD) sessions as required for the project.
- Participate in vendor selection or evaluation processes where applicable; including preparing RFI/RFP deliverables, coordinating demonstrations, coordinating feedback and results prepare resulting documentation, etc.
- Act as primary point of contact for the project team during development to clarify business requirements, resolve issues, and make recommendations as needed where business impacts may arise.
- Write test cases and support the user acceptance testing
- Serve as the single point of contact and lead Marketing Operations projects and campaigns.
- Project Planning and monitoring. Acts as primary point of contact for the project team during development to clarify business requirements, resolve issues, and make recommendations as needed where business impacts may arise.
- Requirements organization and analysis, management and communication. Creates business requirements documents, use cases and user stories. Elicit and document business requirements and visual models that communicate what must occur to realize future state. Translating requirements from Business needs to Technical specifications. Write test cases and support the user acceptance testing.
- Troubleshoot issues, identifying underlaying cause and find appropriate solution. 10%
- Develop a deep understanding of the existing business processes and cross department interactions. Work with business leads and SMEs to understand and document current state, the challenges that exist within the operational infrastructure, including identification of business and technical gaps.
- Prepare comprehensive documentation for business processes.
- Analyze and recommend process improvements to determine best practices and makes recommendations to management on how to improve current practices and processes and solve issues related to business unit10%
