Branch Transition Specialist

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Branch Transition Specialist at CrossCountry Mortgage, LLC is responsible for ensuring a seamless and successful onboarding process for new branch staff. The primary responsibility is to coordinate and assist in overseeing the sales, processing, and operations-related functions of the branch transition process. This role ensures that the new branch location operates efficiently and effectively from day one for up to 90 days.

This position operates within the Mountain and Central working hours to support the Midwest Region.

Job Responsibilities:

• Participate in one-on-one meetings with new branch managers and members of their team to discuss and set expectations for the onboarding process.

• Identify each branch employee’s role to determine training requirements and collaborate with the Branch Training team to ensure enrollment. 

• Provide training and support to branch staff on operational procedures, systems, and compliance requirements.

• Assign support regions to branches in Salesforce, temporarily assign and act as the Customer Support Manager in Salesforce for the branch up until 90 day transition.

• Advise and provide support to branch team for ad hoc inquiries through communications and screenshares regarding processes, operations, etc., act as a point of contact for ongoing guidance and assistance during the transition period.

• Gather key branch information needed for the onboarding process; outline specific items to be covered during the operations onboarding call.

• Collaborate with internal departments to identify branch specific contact lists to be created and maintained for each branch.

• Complete internal documentation and forms with branch information to be shared with internal departments as well as the Branch Manager and their management staff as needed.

• Participate and lead branch onboarding calls and take meeting minutes to be shared with internal departments and stored in the applicable branch folder.

• Act as conduit between the onboarding branch and internal departments.

• Execute detailed transition plans to ensure each branch is meeting goals during their transition period.

• Maintain accurate documentation of transition activities, including reports on progress, issues encountered, and resolutions implemented. 

• Prepare regular updates and communications for management, identifying and mitigating potential concerns and issues related to the branch transition process.

• Conduct post-transition reviews and assessments to evaluate the effectiveness of transition processes and identify areas for improvement.

• Implement best practices to enhance future branch transitions.

• Up to 50% travel may be required.

Qualifications and Skills:

• A minimum of 3 to 5 years of experience in mortgage operations and processing.

• A minimum of 2 to 3 years of direct management experience, preferred.

• Experience with profit and loss models and/or managing operations, preferred.

• Proficient with Encompass.

• Working knowledge of the mortgage lending function.

• Proficient with Microsoft Office Suite.

• Excellent communication, customer service, and collaboration skills.

• Excellent prioritization and time management skills.

• Excellent attention to detail and organizational skills.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Salary Range:

• Annual Salary: $65,000-$75,000

• The posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position