Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
Responsible for the day to day operations of a team of Loan Line sales associates. Plans, directs, supervises and evaluates work flow and sales performance. Coordinated work activities to achieve the volume expected to meet operational requirements. Recognizes and recommends operational improvements. Responsible for the day-to-day application of organizational policies and procedures. Will monitor performance of staff members according to established monitoring standards. May approve special price concessions, quotes, bids allowances or adjustments. Involved in hiring decisions and conducts performance appraisals. Champions Bank of America Spirit and consultative sales culture. Enthusiastically supports sales and Customer Care strategies. Fosters internal business partner relationships. Typically requires 3-5 years experience. This position is 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. Since 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 disciplinary action up to and including termination.

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Diversity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.
• Drives the customer experience and operational execution by providing exceptional customer service, creating a comprehensive pipeline management strategy, and assessing client and specialist needs

• Performs daily reviews of the lending pipeline to identify and address high level risks and opportunities in partnership with Lending leadership
• Directs Lending Client Associates (LCAs), conducts sales support alignment, and oversees team productivity, utilization, and daily activities to distribute work accordingly
• Follows up on routine reporting to oversee the team's progress towards key performance metrics and completes audits to ensure processes and activities are compliant with standards
• Leverages knowledge of mortgage products and solutions, including regulatory and product guidelines and processes to coach employees and ensure bank and regulatory requirements are met
• Integrates with key centers of influence, including Sales, Fulfillment, and National Retail Credit Lending to identify opportunities to enhance operational efficiency of loan processes leading to improved customer experience and satisfaction

Skills:

• Customer Service Management
• Oral Communications
• Problem Solving
• Sales Performance Management
• Written Communications
• Critical Thinking
• Customer and Client Focus
• Drives Engagement
• Mentoring
• Talent Development
• Conflict Management
• Confronting Bias
• Emotional Intelligence
• Hiring and Onboarding
• Retention

Required Qualifications

• Two+ years mortgage originations background
• Two+ years sales call center experience
• Thorough knowledge of mortgage products and programs
• Strong sales culture mentality
• Team oriented, problem solver, motivational leader
• Ability to work under pressure during high call volumes
• Clear and concise communication skills - written and verbal
• Providing top quality client experience is a must
• Ability to build and maintain positive rapport with service partners
• Ability to delegate, multi-task and adapt easily to change
• Team player

Desired Qualifications

• Previous Management Experience in a high volume call center a plus
• Home Loan Origination Background
• Strong Organizational Skills
• Has knowledge of loan products (Conventional, Jumbo and Government)
• Can analyze financial and credit data to advise clients of product/pricing policies and guidelines and gather any additional required information.
• Familiarity with FHA and HUD guidelines.
• Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending.
• The ability to analyze and comprehend complex financial data and provide financial alternatives.
• Strong consultative skills including the ability to ask critical questions to identify opportunities

Minimum Education Requirement: Bachelor’s Degree or equivalent work experience

Shift:

1st shift (United States of America)

Hours Per Week: 

40