Home Lending Enterprise Retail Sales Manager

KeyBank•East Hartford, CT

20d•Hybrid

About The Position

The Home Lending Enterprise Retail Sales Manager (ERSM) reports to the Home Lending Market Leader and is responsible for fostering an engaging sales culture to help employees develop the skills and confidence needed to grow the business by assisting clients with home lending solutions. The ERSM focuses on delivering exceptional client service, recruiting external loan officer talent, managing a team of 3-8 loan officers, and driving production from local markets, branch referrals, and Key Private Bank (KPB) referrals. This role requires expertise in the local real estate market and involves developing strategies to build local Centers of Influence (COIs) for loan officers. The ERSM also collaborates with Retail Leaders to enhance the lending knowledge of branch and KPB teammates and is expected to maintain their own book of business and COIs, achieving both personal production goals and team performance expectations.

Requirements

5+ years Mortgage experience or equivalent retail/lending experience which includes selling financial products (required)
Proven ability to develop and execute business plans – capable of meeting and exceeding results (required)
Proven network of local real estate COIs and past client book of business (required)
Excellent communication skills, both written and verbal.
Demonstrated effective leadership with the ability to manage, coach and champion a successful sales team both locally and remotely coupled with the proven ability to lead change.
Proven ability to establish and maintain collaborative partnerships among the field, LOBs and support partners.
Strong customer service skills.
Proficient in sales and service skills, including tele-consulting, prospecting, networking, and COI relationship management.
Demonstrate strong financial acumen by understanding the business priorities of clients, analyzing market trends, and providing strategic advice on mortgage products and lending solutions.
Generate new mortgage business and manage the loan origination process from initial application through to closing.
Navigate the home mortgage process, from application to closing, providing advice on interest rates and repayment terms.
Working knowledge of consumer loan underwriting, processing, closing and regulations.
Build partnerships with real estate agents and financial advisors.
Proficiency in sales/originator systems and workflow management.
Working knowledge of FNMA, FHLMC, FHA, VA, TIL regulations, Equal Credit Opportunity Act, RESPA regulations, local and state real estate and finance laws.
All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.
Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.
Occasional travel to include overnight stay.
May need to drive to multiple locations in a single day; ability to operate a motor vehicle with a valid driver's license required.

Nice To Haves

Bachelor's Degree Business or Finance or Equivalent Experience (preferred)
3+ years Management experience in a retail sales environment (preferred)
Demonstrated ability to drive a high performing team (preferred)

Responsibilities

Building, developing, coaching, motivating, and leading a team of Mortgage Loan Originators (MLOs), CDLOs and/or mortgage associates.
Achieving or exceeding mortgage and home equity production goals for assigned Retail branch markets and Key Private Bank (KPB) markets.
Managing and evaluating performance to achieve respective goals.
Ensuring MLO adherence to the branch and private bank coverage model.
Accountable for market, branch and KPB market level pipeline management, upfront file quality, driving expected pull-thru and funding rates, and achieving established benchmarks for client NPS scores.
Serving as the market’s residential real-estate options/products and lending expert.
Managing facilitation, results, and improvements with credit decision escalation process, pricing exceptions, and overall pull through.
Leading and supporting the development, delivery and execution of training/skill building for branch and KPB employees on changes to consumer credit products, systems, technology, and processes.
Maintaining an internal and external talent pipeline; hiring, training, and onboarding new employees.
Building strong collaborative relationships with internal partners to drive excellent client experience, high-quality originations and strong partnerships between branches, operations, underwriting, and fulfillment.
Proactively engaging Area Retail Leaders (ARLs) to facilitate field action and the Consumer Loan Center (CLC) where a pipeline appears stalled.
Responsible and accountable for compliance in all aspects of their geography inclusive of Communicate Reinvestment Act (CRA), Low to Moderate Income (LMI) and MMCT requirements.
Assisting MLOs with resolving client complaints within a timely fashion.
Partnering with Home Lending Leaders (HLC) leaders to ensure right channel of execution and achieving production success for the assigned markets.
Ensuring MLOs adhere to Key Home Lending policies, including government regulations; ensuring information is properly disclosed to clients.
Responsible for overall compliance and quality control within the department.
Managing employee hours worked in accordance with and compliant with KeyBank’s time tracking policies.
Assisting clients with the origination of residential mortgage loans, including providing analysis and advice on home lending solutions.
Developing referrals to grow Key's home lending business and client base.
Meeting or exceeding established sales goals while maintaining high standards of client satisfaction and loan quality.
Prospecting home lending business to build and develop new client loan originations and relationships.
Originating and processing 1-4 family residential real estate mortgage transactions.
Gathering documents at the time of registering a loan and remaining the primary point of contact for the client during the loan process.
Maintaining high standards of client satisfaction and quality, ensuring sales/originator systems and workflows are efficiently controlled.
Developing and maintaining in-depth knowledge of products and services as well as competitors and competitive products.
Maintaining proficiency on sales/originator systems and developing and maintaining efficient workflows.
Keeping informed of trends and developments in the real estate market and mortgage industry.
Fostering internal and external relationships.
Performing other duties as assigned.
Complying with all KeyBank policies and procedures.