Job SummaryThe Home Lending Market Leader reports directly to the Home Lending Territory Executive and is accountable for creating an engaging sales culture for employees to develop the skills and confidence required to grow the business by helping new and existing clients with home lending solutions. Home Lending Market Leaders prioritize and lead delivering Crazy Good Service to all clients. The Home Lending Market Leader also recruits talent and leads production representative of their local market, branches and Key Private Bank (KPB) mortgage trade areas.The Home Lending Leader leads a team of Mortgage Loan Originators (MLO's) effective at originating high quality home lending originations and must demonstrate expertise with the local real estate market attributes (property taxes, transfer taxes, millage rates, etc.). This role will develop and lead strategies and tactics in their local markets to build local Center of Influence (COIs) for their MLOs. The position also partners closely with Retail Leaders to increase lending acumen of branch and KPB teammates.Responsibilities
Responsible for building, developing, coaching, motivating, and leading a team of Mortgage Loan Originators (MLOs) skilled and confident to deliver clients’ full lending needs.
Responsible for achieving or exceeding mortgage and home equity production goals for both their assigned Retail branch markets and Key Private Bank (KPB) markets. Sets the tone and expectation around partnership and performance objectives. Manages and evaluates performance to achieve respective goals.
Ensure MLO adherence to the branch and private bank coverage model.
Accountable for market, branch and KPB market level pipeline management, upfront file quality, drive expected pull-thru and funding rates, and achieving established benchmarks for client NPS scores.
Serves as a market’s residential real-estate options/products and lending expert with joint accountability/ownership with Retail Leaders, Branch Managers and KPB Leaders to achieve the residential real estate lending production and production goals of their respective branches and KPB markets.
Manage facilitation, results, and improvements with credit decision escalation process, pricing exceptions, and overall pull through
Lead and support the development, delivery and execution of training/skill building for branch and KPB employees on changes to all consumer credit products, systems and technology, and processes - building the confidence in branch and KPB employees.
Maintain an internal and external talent pipeline; hires, trains and onboards new employees grounded in Key’s Financial Wellness mission.
Build strong collaborative relationships with internal partners to drive excellent client experience, high-quality originations and strong partnerships between branches, operations, underwriting, and fulfillment
Proactively engage the Area Retail Leaders (ARLs) to facilitate field action and the Consumer Loan Center (CLC) where a pipeline appears stalled; diagnose why and consult/ recommend solutions to improve pipeline
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
Effectively assist MLOs with resolving client complaints within a timely fashion
Partner with Home Lending Leaders (HLC) leaders to ensure right channel of execution and achieving production success for the assigned markets.
Ensure MLOs adhere to the Key Home Lending policies, including government regulations; ensure information is properly disclosed to clients. Responsible for overall compliance and quality control within the department - ensuring documentation is appropriate; application packages are timely, quality is acceptable, and timely completion of disclosures.
Manage employee hours worked in accordance with and compliant with KeyBank’s time tracking policies
Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.
Bachelor's Degree (Business or Finance Preferred) or equivalent work experience (required)
3+ years Mortgage experience or equivalent retail/lending experience which includes selling financial products. (required)
3+ years Management experience in a retail sales environment. Proven ability to develop and execute business plans and drive a high performing team – capable of meeting and exceeding results (required)
Strong business acumen to include an understanding of financials (PNL), credit and lending practices
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.
Excellent interpersonal, motivational, leadership, and organizational skills
Excellent verbal and written communications skills
Strong technical, analytical, and problem solving skills.
Working knowledge of consumer loan underwriting, processing, closing and regulations.
Working knowledge of FNMA, FHLMC, FHA, VA, TIL regulations, Equal Credit Opportunity Act, RESPA regulations, local and state real estate and finance laws.
Emotional Intelligence: Regularly manages emotional situations to achieve business success in multiple, diverse environments; plays a leadership role in promoting and establishing strategy, programs, and policy for EI growth
Decision Making: The ability to delegate responsibility for plans and monitor the execution of decisions to ensure consistency with original intention; coaches and empowers employees to develop sound judgement by minimizing the consequences of failure
Problem Solving: Demonstrates the ability to examine a specific problem and understand the perspective of stakeholders; uses fact-finding techniques to identify and document specific problems
Collaboration: Demonstrates experience in participating in productive collaborative processes that help solve business problems and meet business goals
Business Acumen: Demonstrates a big picture understanding of the business, its interrelationships, and priorities; demonstrates strong foundations of business fundamentals, measurement, and business finance
Oral & Written Communication: Develops a clear, complete understanding of needs and problems through careful listening, probing, reflecting, and summarizing; conducts discussions that are sincere and fully expressed
Risk Management: Describes key issues and benefits of risk management practices and makes use of organizational resources for risk avoidance and management
All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.
General Office - 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.