Post Closing Bond Manager

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 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 Post Closing Bond Manager works directly with leaders within the Post Closing Department and supervises the Bond Post Closing Team. This role is responsible for determining when loan-level issues require escalation to senior management and ensuring that escalated matters are addressed within 48 hours. The Post Closing Bond Manager oversees the daily assignments of the Bond Post Closing Team and identifies opportunities and supports solutions to enhance operational effectiveness and department performance. This role serves as an escalated point of contact for Bond investors and collaborates with the Bond Post Closing Team Lead to provide solutions for escalated investor rebuttals, guidance on formal written responses, and direction for complex deficiency corrections.

Job Responsibilities:

• Oversee the day-to-day management of the Bond Post Closing Team including pipeline efficiency, employee development, and performance coaching.
• Monitor and report Bond Post Closing Team file activity at midday and end of day; maintain SRP reports and manage aged loans.
• Conduct twice-weekly oversight reviews of aging loans and provide trend analysis to support operational performance and timely resolution of outstanding items.
• Implement process improvements that enhance efficiency in the bond loan process, including identifying, recommending, and submitting a minimum of two process improvement suggestions per month.
• Perform second-tier review of escalated files.
• Monitor staff productivity and ensure the team meets or exceeds minimum production requirements while maintaining compliance with established service level agreements (SLAs).
• Ensure timely resolution of post-closing issues related to Mortgage Credit Certificate (MCC) and bond programs.
• Interpret and implement processes for team members that are consistent with investor/Bond Agency, federal, and state requirements.
• Designate priorities based on company and branch needs and expectations.
• Oversee all loans with standalone MCCs.
• Work closely with the Training Department to develop training materials for the origination, processing, underwriting, closing, and post-closing processes related to MCC and bond programs.
• Develop and maintain condition sets for each MCC and bond program.
• Work closely with Product Development to proactively set up and develop materials for new and existing MCC and bond programs.
• Identify issues and work closely with internal CCM departments to resolve them.
• Maintain all training material related to MCC and bond programs.
• Disseminate information to the team regarding CCM initiatives, investor updates, process changes, goals, and performance.
• Develop innovative ideas to improve operations and procedures.
• Monitor defects and trends related to Bond Post Closing deficiencies and processes; create action plans for improvement.
• Conduct weekly one-on-one meetings with Post Closers to proactively identify and address issues, review pipeline status, discuss workload and performance, and provide guidance and support as needed.

Qualifications and Skills:

• Bachelor’s degree or equivalent combination of education and experience.
• 5+ years of experience in mortgage lending, including extensive knowledge of required documentation for each type of bond program.
• 2+ years of management experience.
• Experience with Encompass LOS, preferred.
• Advanced knowledge of MCC/bond program requirements.
• Excellent project management and time management skills with the capacity to work on multiple projects simultaneously.
• Skilled in building and maintaining collaborative relationships with peers, subject matter experts, and all levels of management across an organization.
• Proficiency in Microsoft Office Suite.

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.