Manager, Mortgage Fulfillment - RFA Bank of Canada

at  RFA Bank of Canada RFA Mortgages Corp

RFA’s residential mortgage lending business is operated by RFA Mortgage Corporation and RFA Bank of Canada, a federally regulated Schedule I Bank. RFA Mortgage Corporation specializes in Prime lending (Insured, Insurable, Uninsurable), while RFA Bank of Canada is a balance sheet based Alternative mortgage lender (Alt-A and B lending). Combined, RFA offers mortgage brokers a one-stop shop with our full suite of competitive Prime and Alternative mortgages.
RFA’s strategic vision is to be a long-term leader in the residential lending segment by offering a value proposition beyond just rate and compensation. Through building a competitive broker experience and solutions-oriented product suite, RFA’s goal is to be recognized and recommended by our mortgage broker partners, mortgagors, and other strategic partners, for our financing solutions and broker/client experience.
The Opportunity
Reporting to the VP of Residential Underwriting, the Manager, Mortgage Fulfillment is responsible for providing mentorship and guidance while, at the same time, ensuring that the fulfillment team operates efficiently and productively. The Manager, Mortgage Fulfillment is also responsible for assisting with the fulfillment of mortgage conditions and ensuring that departmental guidelines, procedures, policies, and credit risk objectives are adhered to.

Operations

• Monitor fulfillment team to ensure processes are being carried out in a consistent manner and are supporting departmental goals and objectives.
• Be the first point of contact for escalations within the team and make prudent decisions in a timely fashion. Maximize the productivity of the team and rectify challenges as required.
• Assist team members in meeting their mortgage fulfillment and compliance objectives, while remaining diligent with their follow-up procedures.
• Identify barriers to effective operations and present process recommendations to management.
• On a regular basis, assist with daily mortgage file fulfillment to ensure that files close in a timely fashion and satisfactory service levels are maintained.
• Oversee the team to ensure they manage their files effectively to close in a timely manner and within established guidelines.
• On a regular basis, create and maintain various reports which will assist with the management of the team’s daily workflow and individual employee performance. Use the data obtained from reporting to motivate, mentor, support and lead the team.
• Participate in analysis of Quality Control and Assurance reviews and provide feedback to team members to support the risk objectives of RFA Bank of Canada.
• Assist in creating training material, resource guides, and hosting team training sessions.

People Management

• Motivate and coach team members to assist them in exceeding their objectives.
• Manage workflow effectively and reassign work, as necessary, to maintain service level standards.
• Provide team members with policy/process/product knowledge training through regular one-on-one opportunities along with formal team meetings.
• Provide valuable and timely feedback on team member performance and create training plans to address development opportunities, as required.
• Monitor for trends in QC/QA results, feedback and performance to identify areas for additional team training.
• Assist in the recruiting and hiring of Fulfillment Officers
• Provide training and onboarding support for all new underwriting and fulfillment hires.
• Lead and participate in annual performance reviews, addressing areas of strength and improvement. Assist team members in goal setting.

Customer Experience

• On a daily basis, provide the highest level of internal and external customer service while fielding inquiries and building strong working relationships.
• Work with team members as required to ensure that the overall team delivers exceptional service.
• Communicate with staff members to ensure goals and objectives are understood and achieved.

Regulatory & Compliance

• Complete all regulatory and compliance and risk management training.
• Comply with requirements as set by the Compliance function and external regulatory bodies in all instances.
• Act in accordance with the company’s Board-approved risk appetite and tolerance for risk in all instances.
• Place a strong emphasis on Anti-Money Laundering (AML) and Know Your Clients requirements, including but not limited to, income, down payment verification and client interviews.
• Ensure that documentation is acceptable and complies with established guidelines. As required, deal with suspected misrepresentation and take the necessary steps to mitigate any misrepresentation related concerns as they occur.

Financial Responsibilities

• Concise attention to detail and the tenacity to complete the task properly.
• Work in liaison with our underwriters, sales, quality control and funding teams.

• Concise attention to detail and the tenacity to complete the task properly.
• Work in liaison with our underwriters, sales, quality control and funding teams