VP, Operations Account Manager

Vice President, Operations Account Manager
Countrywide Warehouse Lending (CWL) provides excellent customer service while advancing funds, reviewing collateral, clearing suspensions, processing payoffs and resolving all other issues.
The Vice President, Operations Account Manager proactively manages the pipelines of assigned Sellers and provides superior customer service by anticipating the product and training needs of our Sellers. Involves managing other Operations Account Managers and CWL trainers. Consistently works with Sales and Operations branch and team management to assess customer needs and create solutions and/or efficiencies.
Primary responsibilities include:

Provide higher-level management review of customer specific reporting. This analysis will be used to direct other CWL associates in the performance of the jobs to concentrate on areas of meeting minimum customer service standards.

Create high-level senior management reporting regarding Sellers' business activities. Keep Senior Management updated on all operating aspects of customer activity. Address any issues that need immediate attention.

Monitor EPP ship-away process and coordinate the resolution of issues with collateral, RSM and others.

Visit customers in need to enhance relationship and communication dealing with operational issues.

Direct OAMs so that they can Identify and suggest training needs for clients. Coordinate with trainer to schedule time with customers to teach Sellers Best Practices for expediting the loan movement.

Be responsible for all OAM policy and procedure creation and updating. Making sure the web site reconciles with CWL current processes.

Research, document and recommend enhancements to systems, processes and tracking to better meet CWL and Seller's needs. Work with CWL business analysts to document, test and implement.

Implement the FASTER process with the OAM group and support the other areas of CWL in the continued FASTER problem resolution methods.

Support the Risk management due diligence process by visiting potential customers and assessing the quality of the workflow of the loan creation to deliver to CWL.
A successful candidate will have:

Bachelor’s degree, Finance/business preferred.

10 years of mortgage banking or related financial industry preferably in loan origination services, including at least 4 year of supervisory experience.

Broad knowledge of mortgage banking, especially in wholesale/correspondent lending, warehouse lending preferred.

Specific knowledge of loan origination process with an emphasis on the funding/closing process. - - Exceptional customer service skills and attitude.

Excellent computer skill, Excel a must.

Excellent writing and analytical skills.

Please see Job Description