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Truist Mortgage Fulfillment Center Manager / Retail Production Operations in Greenville, South Carolina

Req ID: R0046498

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Regular or Temporary:


Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Lead and manage mortgage fulfillment operation teams (50+ teammates, 5+ direct reports) to successfully meet pipeline metrics and goals for annual origination volume of $900MM+. Ensure timely and accurate loan closings are facilitated while complying with all operational, regulatory, and credit risk parameters outlined by the organization.


The following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  1. Recruit, train, develop and mentor high-performing mortgage fulfillment managers to ensure ongoing success in meeting departmental goals and necessary succession planning objectives.

  2. Lead management team to ensure loans are processed, underwritten, and closed within expected timelines and credit risk parameters. Create, modify, and actively oversee a pipeline management strategy to meet service level and client experience standards.

  3. Provide coaching and guidance to managers around credit/collateral guidelines and overall loan disposition ensuring processes adhere to appropriate risk management policies.

  4. Enforce and maintain procedures to ensure compliance with state, federal, and regulatory requirements.

  5. Actively engage with senior leaders on overall business related matters. Identify opportunities for process improvements to achieve higher results on a perpetual basis and facilitate on-going change initiatives to drive optimal performance.

  6. Effectively implement business processes and manage change by creating a culture of client excellence and associate accountability, providing leadership and vision, and working closely with other groups within and outside of Mortgage (e.g. production, credit, compliance, vendors) to provide a positive client experience.

  7. Interact and foster relationships with Distributed/Direct sales leaders and teams via monthly fulfillment calls/meetings to maximize teamwork, regulatory, and credit quality, as well as the overall client experience.

  8. Directly resolve or coordinate the resolution of internal and external client service-related escalations to ensure client experience standards are achieved.

  9. Execute controls for $35MM+ budget, manage cost per loan, and loans closed per FTE equivalent.

  10. Effectively manage all matters relating to Human Systems, including but not limited to, performance evaluations, Workday processes, and execution of Truist's purpose, mission, and values.


Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. Bachelor's degree in Business or related field, or equivalent education and related training.

  2. Seven or more years of mortgage lending experience.

  3. Five years of mortgage lending management experience leading processing, underwriting or closing functions and general operations management experience in a centralized mortgage lending environment

  4. Demonstrated understanding of the origination life cycle to include sales, processing, underwriting approval, closing and post-closing including familiarity with Government-Sponsored Enterprise (GSE) automated underwriting systems and guidelines

  5. Strong knowledge of compliance and regulatory parameters

  6. Relationship building and ability to drive decision-making through a consensus-building approach

  7. Demonstrated ability to partner and deliver results in a complex and matrix reporting environment

  8. Strong interpersonal, leadership and communication skills, both written and verbal, in relation to internal and external clients

  9. Strong coaching and organizational skills with the ability to prioritize, delegate, follow up and expedite matters as needed.

  10. Ability to drive desired teammate actions through motivational leadership

  11. Demonstrated and proven ability to translate key strategic decisions into actionable initiatives

  12. Proven analytical and problem solving abilities.

  13. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

  14. Ability to travel, occasionally overnight

Preferred Qualifications:

  1. Demonstrated experience with cross-functional responsibilities

  2. Ability to effectively and constructively lead change in an organization, introducing continuous improvement practices in an organization

  3. Experience implementing business processes that mitigate compliance, regulatory, credit and legal risks and/or result in operating efficiencies

  4. Experience managing mortgage fulfillment teams across geographically distributed locations

  5. Experience in project coordination and budget preparation



  1. Sitting - Constantly (More than 50% of the time)

  2. Visual / Audio / Speaking - Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.

  3. Manual Dexterity / Keyboarding - Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.

  4. Availability - Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.

  5. Travel - Minimal and up to 10%

Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.

Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.

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