SUMMARY: The Relationship Manager serves a vital role ensuring that all loan documentation needed for the mortgage loan approval process is completed, documented, accurately verified and complies with industry, corporate and government policy. Relationship Managers are responsible for overseeing all documentation required to take each client's file from pre-approval to closing.

DUTIES AND RESPONSIBILITIES:

• Collect and review mortgage loan documents to satisfy loan conditions as required by the AUS or manual underwriting guidelines
• Ensure completeness of mortgage loan documentation and meet departmental service and quality standards
• Calculate income from all income sources including Salary, Retirement, and Self-Employment while maintaining the data integrity and accuracy of AUS findings
• Prepare mortgage loan file for underwriting review by assessing loan application
• Effectively communicate with clients, team members, and management on outstanding requirements and conditions
• Update all involved team members after new documents are uploaded or status changes occur.
• Provide follow-up on a consistent basis with originators, borrowers, and agents to complete processing.
• Build rapport with internal and external customers
• Continue to stay abreast of underwriting and compliance guidelines
• Be a team player who actively seeks training opportunities and solutions to various underwriting issues, and shares best practices with all team members
• Knowledge of TRID and the re-disclosure process
• Be the point of contact for customers by answering their questions and obtaining all necessary documents/information to complete the loan application process
• Additional tasks as assigned by management
• Communicate with other professionals, including attorneys, county clerks, and title companies
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.

QUALIFICATIONS:

• Associate degree preferred but not required
• 3 years of mortgage loan processor related experience with thorough working knowledge of underwriting policies, compliance, and procedure
• Adept in Paperless Encompass Loan Origination System
• Excellent written and oral communication skills
• Proficient in Microsoft Office applications
• Capable of digesting and processing information quickly
• Strong organizational, problem-solving, multi-tasking, and analytical skills
• Outstanding customer service orientation
• Ability to maintain positive communications with Operations and Sales staff

EVALUATION AND PERFORMANCE METRICS:

• Company complaint ratio less than 2% of loan submitted to processing (KPI - Consumer satisfaction survey- made up of complaints submitted to compliance and closing survey results)
• Quality Control error ratio less than 2% (KPI - Quality Control plus Repurchases)
• Ensure 70% all loans are sold within rate lock commitment period with no extension fess.
• 70% of all loans purchased within 20 days or less from closing (KPI - Operational Efficiency)
• 70% of all loans are closed in 45 days or less
• Hit 80% of UNMB production goals
• Have a satisfactory result from Employee Satisfaction Survey
• Maintain of pipeline of 45-55 units and months within normal work hours volume permitting
• Process and close 20 - 30 files/month, volume permitting