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Sales Operations ManagerCompany Bank of America
Location Plantation, FL 33322
Update 10 Day ago
The primary focus of the position is to manage the loan processing duties of the Sales Office. The Branch Operations Manager may be customer point of contact for activities following the initial credit decision and must be able to effectively communicate to the customer. Tasks include managing the loan process, including acting as a proxy for the Home Loans Manager on customer escalations and pricing exceptions. However, a Branch Operations Manager cannot take applications, quote rates or sell products. They will serve as a liaison for the loan center and the customer. The Branch Operations Manager will also follow-up on routine reporting to ensure branch associates complete all required compliance actions (customer affirmation obtained, decline, counter offer to customer, etc.) and may conduct training as needed.
This position may be subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. If your position requires SAFE Act registration, you will be required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in your immediate termination.
Primary Areas of Focus:
Drive Customer Experience and Operational Execution
Serves as Sales subject matter expert for operational tasks, reporting and processes
Monitors associate application quality and provides coaching/training including application interview skills, Income and Asset calculations, timely document collection, etc.
Deliver training/coaching on policy, procedures and Target State Operating Model execution
Manages pricing exception processes and controls
Manages all reporting requests and deployment of new reports
Collaborates with Sales and Fulfillment associates to deliver integrated, impactful solutions to drive operational excellence
Pipeline surveillance and management to proactively resolve loan level escalations
Provides tangible improvements to customer experience and Close On Time performance
Coaches Sales associates to meet bank and regulatory requirements
Grow our Business – Production and Productivity
Daily review of the sales pipeline to identify and address high level risks and opportunities for coaching in partnership with the HLM and Retail Sales Manager (RSM)
Grow our Team – Recruiting and Employee Development
Manage new hire development and proficiency with systems, technology, product and procedures
Manage departed MLO pipeline
Manage sales office and Pinnacle Club Mortgage Loan Coordinators alignment and daily activities
Leverage the Enterprise – Optimize One Team Execution
Integration with key centers of influence within the Home Loans Organization (Sales, Fulfillment, National Retail Credit Lending)
Strong ability to read and interpret mortgage regulatory and product guidelines
Excellent problem solving skills
Highly proactive mindset
Strong verbal and written communicator to a wide variety of audiences, including Sales and Fulfillment associates and leaders
Excellent MS Excel skills (Filtering, Pivot Tables, V-Lookup)
Former Underwriting/Fulfillment background preferred but not required
Former Sales Management background preferred but not required
Shift: 1st shift (United States of America)
Hours Per Week: 40