Professional Services Manager

JOB TITLE: Professional Services Manager
DEPARTMENT: Professional Services
REPORTS TO: Director of Operations

The Professional Services Manager is responsible for developing and implementing best practices, compliance, regulation, policies, and procedures. The role provides support and leadership to Managers and team members within the Professional Services department for post-closing services. The role ensures the highest quality customer service is provided at all levels of the department.

This position is located in San Luis Obispo, California

Primary Duties:
  • Communicates effectively with Team Members, Team Leads, Clients, and Vendors
  • Responsible for managing a large department of team members
  • Develops, maintains, reviews and executes department policies & procedures
  • Responsible for all departmental training and oversight
  • Responsible for departmental budget and monthly reporting
  • Monitors and utilizes performance data including KPI’s and SLA’s to continuously improve client satisfaction and department efficiency
  • Responsible for mentoring team and goal setting for department, team and team members
  • Responsible for executing the company’s overall vision, mission, and values within the department
  • Tracks and updates changes to Lender guidelines and policies
  • Works within Land Gorilla’s technology stack to perform duties
  • Oversees new client onboarding
  • Partners with Customer Success to address client satisfaction
  • Responsible for document and form maintenance
  • Ensures strict confidentiality regarding all business and client matters/documents
  • Provides insight and feedback into process security and best practices
  • Develops, implements and oversees Quality Assurance tracking for loan administration services
  • Maintains a directory of important industry and regulatory updates to disseminate information and update team members
Qualifications and Skills Required:
  • Must have excellent leadership skills and experience
  • Strong organizational, quantitative and problem-solving skills
  • Proven ability to leverage technology and data to inform decision making and drive process improvements
  • Ability to perform multiple assignments without immediate supervision
  • Familiarity with industry terminology
  • Comfortable working with Clients and high-level executives
  • Ability to problem solve and investigate within company guidelines
  • Excellent communication skills
  • Background in software and technology preferred
  • Background in mortgage and banking preferred

This job description is not exhaustive and the job holder may be required to undertake additional duties from time to time to ensure the smooth running of the departments.

Copy link