Manager, Entry Level Mortgage Training

Position Overview

Position: Purchase Coordinator Manager (PC Manager)

Location:

Key Responsibilities

• Continually train and coach Purchase Coordinators to earn the business of Purchase prospects, start the pre-approval process and hand off the prospect to licensed loan officers while delivering outstanding customer service.
• Devise, plan, and implement job coaching strategies.
• Document and track PC progress in preparation for advancement on the LO path and administer any necessary disciplinary actions.
• Drive conversion goals.
• Prepare and analyze daily reporting metrics (KPI’s).
• Monitor calls actively (both live and recorded).
• Uphold a positive work environment.
• Manage and approve timecards.
• Work required overtime and occasionally on weekends.

Required Qualifications

• 1-2 years of outbound call center experience (will consider shorter term internal NAF employees)
• At least 1 year of mortgage experience
• At least 1 year of recent sales experience in any industry (preferably phone sales)
• Supervisor or Team Lead experience
• Ability to troubleshoot technical issues with Interaction Desktop, Bankerview, and Interaction Administrator, including required workarounds
• Ability to communicate technical information to nontechnical audiences
• Proficient in verbal and written communication
• Ability to multitask and manage different projects simultaneously
• Some Excel knowledge

Preferred Qualifications

• Familiarity with Genesys/Interactive Intelligence
• Some reporting and analytics experience
• Experience working with CRMs (SalesForce, Velocify, Leads 360, etc.)
• High School Diploma or equivalent; some college preferred