Operations Manager, Home Lending - Closing

Operations Manager

Wells Fargo is hiring for an Operations Manager to support our Closing Team under Home Lending Operations. The role is responsible for activities that support the operational infrastructure, performance, and efficiency.

In this role, you will:

• Manage and develop one or more specialized customer service and operations functional teams within Operations area with complex and risk in functional area
• Develop strategies to improve staffing processes, ensure specialized functions meet regulatory guidelines in support of risk management and compliance
• Engage stakeholders and internal partners associated within the Operations area
• Work independently on moderately complex issues and projects
• Identify opportunities for process improvement and risk control development and escalates issues to more experienced management
• Provide training, performance, evaluation and coaching of less experienced team
• Make decisions and resolve issues regarding resources, objectives and operations of functional area and team to meet business objectives
• Interpret and develop policies and procedures for operation functions with low to moderate complexity within scope of responsibility
• Provide responsibility for budget and financial performance
• Collaborate and influence all levels of professionals including more experienced managers
• Lead team to achieve objectives
• Manage allocation of people and financial resources for Operations
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 4+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of leadership experience

Desired Qualifications:

• Preferred US Mortgage overall experience of 4+ years
• Understanding of US Mortgage process & related TRID regulations
• Experience in managing US mortgage Closing process is a must
• MS Office Proficient & Data Analysis
• Experience in Customer Telecommunication Contact within a Financial Services Environment, Financial Services Operations, Closing Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, & education
• Strong Pipeline Management Oversight and Routines.

Job Expectations:

• Excellent Spoken and written communication skills
• Proactively engage with internal bank stakeholders, third parties, settlement agents via telephone to gather necessary information, documentation, clarify information & resolve mortgage closing conditions
• Ability to conduct clear and customer centric telephone conversations to explain underwriting decisions, documentation requirements and next steps in the mortgage process
• Supervise staff in tasks and processes to ensure timely completion, quality, and compliance in Closing
• Demonstrated knowledge/background in Closing including, CD TRID Regulation, Type of Payoff/calculation, Homeowner insurance, Vesting, State specific signature requirements & understand of Tax/HOI payment
• Effectively handle both inbound and outbound calls maintaining high levels of responsiveness and timely follow ups
• Demonstrate active listening skills to accurately capture information and address concerns.
• Maintain accurate call logs, documenting key points and outcomes of the telephonic conversations for audit purposes
• Collaborate cross functionally with Processing, & Sales teams for seamless communication and customer satisfaction
• The candidate must be willing to work within US hours typically between 9:00PM - 06:00AM Manila