Job Summary The Direct to Consumer Director is responsible for designing, implementing and leading the strategic direction of the channel utilizing call center, lead generation, technology, and marketing best practices. This senior leader will maximize performance in the four channels of operation: Retention, Recapture, Cross Sell and New Customer Acquisition by developing and implementing an innovative technology strategy. He/she will increase the customer base, drive marketing strategies to improve profitability of loan portfolio as well as integrate systems for productivity optimization. This role provides leadership, management and direction necessary to Loan Officers and Operational professionals as well as engage with REITs and MSR Investors, who own the asset. Additional responsibilities include directing efforts targeted to staffing models/capacity management, personnel management, staff development, strategic planning, and budget management.
Through strategic direction, build the marketing, technology, and servicing tools necessary to increase our recapture rate and win our share of our own serviced and subserviced customers. The sr. leader will ensure leaders meet target capture rate and profitability goals. The sr. leader will create processes to drive a high loan closure rate by creating capacity models, staffing models and increasing levels of sales targets. He/She will provide direction in resolving complex or challenging loan transactions to yield the best possible outcomes. The director is also responsible for identifying partners to develop the innovation and technology strategy. The director will manage the sales team by developing and managing through key performance indicator metrics, including but not limited to sales goals per mortgage professional, abandonment rates and hold times.
Develop statistical models to test product features and conversion rates. Quality will be measured by partnering with the operations leadership team to ensure loan submissions standards are implemented and being followed, phone calls are compliant and demonstrate a differentiated customer experience. Responsible for driving and supporting a service orientated culture to produce excellent customer satisfaction results and lead a first in class direct to consumer sales organization..
Responsible for developing the technology strategy for the business and implementing a technology roadmap that ensures the platform is state of the art. Beginning with a one call close mindset, the technology strategy will ensure that direct to consumer will be competitive now and into the future. Partner closely with CIO Retail and CIO Mortgage to research, develop and implement technology to achieve desired outcomes.
Provide inspirational leadership by creating a strategic vision and by representing the team at executive meetings while disseminating the information back at the sales team level. Create and maintain a supportive learning environment where employees feel valued, are engaged and exhibit the STAR Values.
Bachelors Degree required (Finance, Business, or Marketing is desired)
Minimum of 10+ years mortgage operations and leadership experience
5+ years Direct Consumer Business experience
Experience working with GSEs (Fannie Mae, Freddie Mac, Ginnie Mae)
Experience with Loan Origination systems required
Knowledge of rules and regulations around qualified mortgages
Pro-active leader and team player with the ability to influence and establish positive working relationships across the organization.
Excellent problem solving skills.
Strong interpersonal skills, ability to communicate and manage well
Strong ability to define and resolve problems including generating alternative solutions.
Ability to exercise sound judgment and make decisions based on accurate and timely analyses
Business/management skills including strategic vision, analysis and problem solving, business and financial acumen and managing execution
Motivation, leadership, creativity and analytical ability