Wealth Management - Lending Client Support Manager

Bank of America•Duluth, MN

8d•$90,000 - $110,000•Onsite

About The Position

Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance. Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America. Merrill is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Merrill, we empower you to bring your whole self to work. We value the unique perspectives in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different skills and experiences that individuals bring from all backgrounds and careers; whether gained through military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. This job is responsible for managing lending operations and support teams. Key responsibilities include overseeing compliance processes, serving as the primary point of contact for lending, fulfillment, and underwriting leaders, partnering with Lending Market leaders on client escalations, and performing pipeline reviews to ensure completion of pre and post initial credit decision tasks and client contact routines. Job expectations may include motivating, coaching, and developing associates and sales support teams. This position may be responsible for the provision of residential mortgage loans, and as such, is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential mortgage loan originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

Requirements

Coaching
Collaboration
Credit Documentation Requirements
Customer and Client Focus
Risk Management
Attention to Detail
Credit and Risk Assessment
Issue Management
Prioritization
Problem Solving
Conflict Management
Drives Engagement
Hiring and Onboarding
Inclusive Leadership
Relationship Building
Must comply with line of business Workplace Excellence requirements.
SAFE Act registration requirements.

Responsibilities

Drives the customer experience and operational execution by providing exceptional customer service, creating a comprehensive pipeline management strategy, and assessing client and specialist needs
Performs daily reviews of the lending pipeline to identify and address high level risks and opportunities in partnership with Lending leadership
Directs Lending Client Associates (LCAs), conducts sales support alignment, and oversees team productivity, utilization, and daily activities to distribute work accordingly
Follows up on routine reporting to oversee the team's progress towards key performance metrics and completes audits to ensure processes and activities are compliant with standards
Leverages knowledge of mortgage products and solutions, including regulatory and product guidelines and processes to coach employees and ensure bank and regulatory requirements are met
Integrates with key centers of influence, including Sales, Fulfillment, and National Retail Credit Lending to identify opportunities to enhance operational efficiency of loan processes leading to improved customer experience and satisfaction.
Creates an inclusive team where members are treated fairly and respectfully.
Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
Leads and encourages the identification, escalation and resolution of potential risks.
Knows and develops team members through coaching and feedback.
Manages expenses and demonstrates an owner’s mindset.
Recruits, on-boards and develops talent, and supports talent mobility for career growth.
Delivers results through effective team management, structure, and routines.