The Fulfillment Director for Direct to Consumer will oversee the processing and production of fulfilling mortgages for our national Direct to Consumer mortgage platform. They work under the supervision of the EVP of Fulfillment. They will collaborate and build strong relationships with sales management and internal groups to align best process execution with corporate directives for consistency and efficiency. They will establish, measure and monitor communication protocols to ensure clarity, consistency and timeliness of communication to sales partners and customers. The candidate will possess outstanding pipeline management skills and manage the pipeline to meet customer and corporate expectations. It will be critical in this role to identify and implement efficiencies that drive increased productivity and/or cost reductions. This position will lead by example in professional and timely communication and customer service. Customer service will need to be a hallmark of this group and strive to be best in class. This role directly leads a team of managers whose teams are customer-facing managing high volume complex pipelines of loans to be processed and closed. Ability to develop and implement processing best practices for consistent customer service experience and quality output. Ensures that aggressive service level goals are established and met.

• Manages the day-to-day activities and workload of an expanding, high volume processing department comprised of senior managers, managers, team leads, Home Loan advocates, senior processors, processors, and support specialists. Ability to effectively manage a distributed workforce including flexplace and variable staffing with an ability to understand capacity modeling concepts for processing to ensure proper staffing levels.  This role will also oversee the closing of loans by Home Loan Advocates and the growth and forwarding of this program.  This position will seek out opportunities to utilize vendors to augment the process and reduce cost including vendor identification, negotiation, on-boarding and ongoing managing/monitoring vendor performance.  Oversees the functional processes of processing, submitting loans to be underwritten and conditions to be reviewed and closing loans for mortgage loan applications taken by the Direct to Consumer origination team.  Responsible for setting and ensuring quality standards are met.

• Responsible for monitoring budgets and spend across the same span.   Accountable for meeting budget and expense targets.  Works with sales management to set closing goals and forecasts for channel.  Inspires and motivates the team to meet closing goals each month.    

• Knowledge of the entire mortgage process for retail channels of lending is required.  This position requires superior understanding of federal regulations, investor guidelines and internal policies and procedures.  Knowledge of how each compliance test operates and if/when tolerances are applicable, as well as, implications of risk associated with non-adherence is a must.  A solid understanding of the rules/guidelines surrounding restitution for regulatory/compliance violations is critical to cost containment.

This key role requires the ability to:

• Monitor the processing teams and overall production while evaluating opportunities to improve efficiencies, quality and maintaining compliance standards.

• Develop and implement procedures that will improve the functionality of all areas of processing as they relate to compliance, production standards and adherence to federal, state and local regulations for Lending.

• Develop and monitor quality control processes within the department.  Monitor and respond to outside quality findings (Internal Audit, QC, Loan Review, etc.).  Formulate corrective action plans to address quality concerns.

• Advocate for system enhancements to improve department productivity, customer service and quality.

• Participates in strategic planning including forecasting and capacity.

• Establish, monitor, manage and update Key Performance Indicators (KPI) and Key Risk Indicators (KRI) for the department and develop and execute plans to meet these indicators.

• Manage projects to improve processes, profitability, comply with regulatory requirements, reduce risk and/or enhance customer experience.

• Act as a processing subject matter expert for the bank for projects, legal needs and internal and external audits.

• Develop, mentor and support the Processing Managers to grow in their roles and exceed production standards while maintaining the highest quality standards.

• Oversee the recruiting, hiring and development of the processing teams.

• Develop manager performance metrics and standard that can cascade to multiple levels of staff and be monitored via scorecards.

• Manage FTE staffing while meeting service level standards

• Works with executive and sales leadership plans and implement overall strategy

• Manage projects to improve processes, profitability, comply with regulatory requirements, reduce risk and/or enhance customer experience.

• Monitor and track the departments’ QC and audit findings and provide feedback and develop and execute departmental corrective actions.

• The ability to deliver under pressure within limited timeframes to meet aggressive goals and service level expectations is required.   Will be proactive in developing and fostering a positive working relationship with other department managers and sales for efficient workflow, insuring timely commitments and problem free processing experience.   

• The individual must have an affinity for building relationships and excellent written and oral communication skills.  Qualified candidates must have exemplary customer service skills which will be necessary to mentor, inspire and mobilize management and staff to implement and execute their position effectively. 

• Work with management, sales and customers to ensure SLAs are met and improve the customer experience.

• Work with internal Flagstar groups to share improvement opportunities, influence processes/procedures and drive change

• Work on strategic initiatives with senior management.

• Mentor management and staff to grow in customer service, business knowledge and skill set.

• Adhere to all REGULATORY AND COMPLIANCE issues linked to the job and the team and understand how these issues help the bank achieve the vision of remaining an independent bank.

• Staff member is expected to consistently adhere to regulatory and compliance policies and standards linked to their job as listed. Staff member will not repeatedly act in a manner signifying intentional or willful noncompliance, nor exhibit gross negligence or a general disregard for compliance and regulatory standards. Staff member must ensure compliance with applicable federal, state and local laws and regulations. Staff member must complete all required compliance training on a timely basis. Staff member will maintain knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Staff member must take responsibility to keep up to date with changing regulations and policies.

Job Requirements:

• HS Diploma, GED or Foreign Equivalent

• Applicants must have in depth knowledge of all areas of mortgage fulfillment and all channels (Retail, Broker, Correspondent).  Applicant must have an extensive knowledge and management experience in all aspects of mortgage loan originations with specific expertise in processing and closing and be well versed in their understanding of compliance and regulatory requirements. 

• 10+ years of origination management experience with proven results regarding production service levels managing a staff of 100+ staff and managers.

• 5+ years previous processing management experience or equivalent experience.

• Strong knowledge of end -to-end mortgage process, requirements and documentation.

• High level of knowledge and experience with all loan types including Conventional Fannie Mae and Freddie Mac, Jumbo, FHA, VA, USDA, Bond/Community products, Down payment assistance and second mortgage financing

• Experience and skills to process Change of Circumstance requests and properly re-disclose

• Exemplary pipeline management skills.

• Superior understanding of all federal, state and regulatory guidelines and risk associated with non-adherence.  Ability to manage within compliance of these guidelines including but not limited to Reg. B, X, Z, MDIA, HOEPA, ECOA, RESPA, TILA, TRID, ATP, QM

• Superior knowledge of rules/regulation surrounding restitution processing for regulatory compliance violations

• Strong decision-making abilities

• Leadership qualities including strong communication skills

• Strategic and critical thinking

• Proven mentoring ability

• Ability to work effectively in a fast-paced environment with multiple deadlines and competing priorities

• Ability to perceive issues and solve problems quickly

• Experience presenting to and influencing senior management and executives.

• Experience presenting to and influencing vendors and/or business referral sources.

• Experience successfully leading an organization through change.

• Strong project management skills/aptitude.

• Demonstrated experience in process improvement and gaining efficiencies.

• Periodic travel to meetings or company facilities

Internal Use Only - Job Band B

This position has the ability to work REMOTELY.

"High Speed Internet" and a distraction free work environment required.