· Analyze and identify trends which affect mortgage loans at a national level.· Present trends to senior leadership and develop plans to resolve issues.· Implement new procedures to rectify any issues and get loans back on track.· Coach new team members and provide feedback on steps to resolution.· Schedule the month out to assure coverage is available for our escalation mailbox hours.· Regularly pull policy on all fronts of the mortgage application (processing, sales, underwriting, closing, funding) and coach producers/peers on how to find the correct information and get the loan moving forward.

• Review and verify borrowers’ income, credit reports, employment history, property appraisals and title insurance information to prepare loan applications for underwriting submission• Pre-work/Pre-underwrite loan files. • Navigates multiple computer systems, applications and utilizing search tools to find information• Provides effective communication between loan officers, mortgage assistants, closers, and underwriters• Order, review, and/or complete various reports pertaining to all aspects of a mortgage loan• Contact borrower to ensure loan terms/conditions were accurately conveyed and documented properly• Conduct research and problem-solving techniques to ensure compliance with customer loyalty, quality, andtimeliness standards• Review conditions upon loan approval and covey information to the borrower(s)

Cultivate and maintain relationships with high-value clients while providing superior customer service. Guide clients as they navigate their financial needs and goals while offering personalized advice and tailored solutions. Follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations Grow business knowledge and network by partnering with experts in small business, lending and investmentsManages financial center traffic, appointments and outbound calls effectively Drive the client experienceAnalyze complex financial data and the confidence to make sound decisions

•Participate in delivery of exceptional customer experience by building relationships through proactive outreach as well as proposing appropriate products, services, and digital solutions to help customers succeed financially.•Assist customers with basic requests related to opening new accounts, completing service requests, and submitting credit applications•Receive direction from managers and exercise judgement within defined policies and procedures•Develop understanding of bank products and services to connect to customers' needs•Interact with customers to demonstrate care and build relationships•Provide appropriate options for bank products and services to customer•Refer customers' financial needs to other bankers and partners as needed

•Lead and supervise risk and the operations of teller functions to deliver exceptional customer service and colleague experience, and ensure timely completion, quality, and compliance in teller functions•Provide feedback and present ideas for improving customer service and colleague experience, and related performance management process and tools•Perform operational and customer support tasks•Provide excellent customer service, engage customers in conversations, and build relationships with them•Manage the schedule and the daily operations of the teller line•Leverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures

•Support customer engagement by processing teller transactions, sharing digital solutions, and making appropriate introductions to bankers•Complete operational activities while minimizing risks under established policies•Perform routine transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products, as well as partners across the organization•Receive direction from managers and exercises judgment within defined policies and procedures•Escalate questions and issues to more experienced roles•Interact with customers and individuals to demonstrate care, build relationships, and complete requested transactions•Identify information and services to meet customers financial needs