Mortgage Loan Oversight Specialist

Overview

WHAT IS THE OPPORTUNITY? The RLD Command Center Specialist will monitor production, quality, and timeliness of the workflow of Residential Mortgage Loans. This includes analyzing departmental workflow, implementing policies for uniformity and quality standards, and ensuring compliance with regulatory requirements. As the Subject Matter Expert, they will conduct root cause analysis to identify bottlenecks, gaps, and inefficiencies, then create actionable solutions including process improvements, system updates, and business rules.

Responsibilities will include backlog prioritization, stakeholder presentations, change communications, and developing release criteria. This position will monitor and analyze key metrics and create reports to monitor key performance indicators and proactively anticipate trends. As an advocate for City National RLD employees and clients, the Command Center Specialist will collate feedback to ensure a first-class experience.

• Analyze relevant metrics, identify trends, and create Key Performance Indicators
• Create and maintain accurate end-to-end process maps
• Monitor capacity and assist with load balancing, including identifying and developing automation opportunities
• Participate in meetings to identify project goals, gain consensus on steps, schedule, and implementation procedures; foster cooperation among support teams
• Interview colleagues/clients to identify and analyze needs; develop project plan and provide input to recommendations for request/problem resolution
• Identify internal and/or external resources to ensure successful project completion
• Manage several projects of varying size concurrently and coordinate activities across multiple departments and/or divisions
• Foster and maintain strong relationships with colleagues/clients to ensure processes support expected customer service levels; act as business partner by managing expectations and providing guidance throughout project duration
• Monitor submissions to the colleague suggestion box, vet potential solutions, and prioritize using cost-benefit analysis
• Provide efficient, timely, and responsive professional service
• Ensure the Command Center Operations department promotes a positive, productive, diverse and supportive working environment and culture
• Deliver actionable insights and recommendations to leadership, including executives, to improve owned processes and experience
• Identify opportunities to reduce cycle times and optimize efficiency
• Ensure scorecards adequately measure Command Center objectives and align with goals across all RLD departments

Required Qualifications

• H.S. Diploma
• Minimum 2 years of experience in project management, process ownership, or product ownership
• Minimum 5 years of experience with Microsoft Office, Microsoft Excel, including pivot tables

Additional Qualifications

• Bachelor's Degree highly preferred
• Strong ability to communicate through social/digital platforms and a keen understanding of trends in the space
• Working knowledge of change management principles
• Working knowledge of mortgage lending operations
• Keeps abreast of best practices, resources, and industry trends
• Maintains an excellent working relationship with RLD partners
• Strong creative and problem-solving skills
• Ability to work at a fast pace and meet deadlines
• Ability to communicate in a way that reflects City National Bank’s values and commitment to client service
• Strong problem solver with a collaborative attitude
• Experience working in an environment with multiple stakeholders
• Strong organizational, multi-tasking and self-management skills
• Highly organized and detail-oriented
• Good written, verbal, interpersonal, analytical, and application skills
• Ability to identify a problem and utilize root cause analysis methodology for a recommended solution

Compensation

Starting base salary: $28.58 - $45.66 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks

• Comprehensive healthcare coverage, including Medical, Dental, and Vision plans, available the first of the month following start date
• Generous 401(k) company matching contribution
• Career Development through Tuition Reimbursement and other internal upskilling and training resources
• Valued Time Away benefits including vacation, sick and volunteer time
• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
• Career Mobility support from a dedicated recruitment team
• Colleague Resource Groups to support networking and community engagement

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender…