Manager, Entry Level Mortgage Training

Position: Manager, Entry Level Mortgage Training (PC Manager)        

Location: Dallas, TX

Position Summary:

The Purchase Coordinator (PC) Manager will direct and coordinate activities of the Purchase Coordinator (PC) team.   They assist Purchase Coordinators with pipeline management and conversion of Purchase prospects seeking an Underwritten pre-approval.  The PC Manager is responsible for the Purchase Coordinators activities on their teams on a daily basis.  

• Continually train and coach PC's to earn the business of Purchase prospects, start the pre-approval process and hand-off the prospect to our licensed loan officers, while providing a great customer service experience
• Devise, plan and implement job coaching strategies
• Document and track PC's progress in preparation to elevate to next role on Loan Officer path, as well as administer any constructive disciplinary actions
• Drive conversion goals
• Prepare and analyze daily reporting metrics (KPI’s)
• Active call monitoring live and recorded
• Uphold a positive work environment
• Manage and approve timecards
• Required O/T and occasionally work weekends

• 1-2 years of outbound call center experience (will consider shorter term internal NAF employees)
• Recent mortgage experience required
• At least 1 year of recent sales experience in any industry (preferably phone sales experience)
• Preferred to be familiar with Genesys/Interactive Intelligence
• Supervisory experience preferred
• Some reporting and analytics experience preferred
• Ability to troubleshoot technical issues with Interaction Desktop, Bankerview, Interaction Administrator and comprehension of all required work arounds
• Ability to communicate technical information to nontechnical audiences
• Proficient in verbal and written communication
• Ability to multitask and handle different assigned projects
• Some Excel knowledge

Desired Education/Experience:

• High School Diploma or equivalent; some college preferred.
• Call Center Supervisor or Team Lead Experience
• Experience working with CRMs (SalesForce, Velocify, Leads 360, etc.)

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

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