CSR Manager - West Coast

San Diego, California
Wholesale – Wholesale Operations /
Full Time /

Founded in 2000, Plaza Home Mortgage, Inc. is a privately owned, full-service national lender, offering Wholesale, Correspondent, Renovation and Reverse residential mortgages. Headquartered in San Diego, California, Plaza employs a network of sales associates to serve its clients nationwide.

Plaza is dedicated to building quality, long-term relationships with its mortgage broker and correspondent clients by offering comprehensive programs and exceptional customer experience.

This position manages the National Wholesale Division Client Service Representative team, process and file flow. This role is responsible for handling a variety of complex customer and operational transactions requiring a high degree of flexibility and time management skills. This role is full-time; exempt. This position has supervisory responsibilities, and reports to the Wholesale Operations Manager.

What You'll Be Doing:

    • Oversee the management of the CSR team and provide client support to move loans from cleared-to-close to ensure expected turn-times are met and that quality standards are maintained.
    • Work directly with CSRs by providing training and daily support.
    • Assist with the recruiting, interviewing and hiring of CSR team.
    • Motivate and coach CSR team to achieve National Wholesale Division goals.
    • Monitor reports for the purpose of identifying positive and negative trends in production within the CSR department including pipeline management of aged loans, turn-times, and other key performance metrics that the team is measured against.
    • Ensure CSR team adheres to all of Plaza’s Policy & Procedures, and that loans are processed in compliance with all State and Federal regulations.
    • Engage in verbal and written communication with Account Executives (AEs) and clients.
    • Effectively communicate to the CSR team about company changes to policy and procedures.
    • Act as a resource to CSR team.
    • Assist AEs and Operations staff with priority and status calls to clients.
    • Help with the processing of more complex loan approvals and documentation requests and lock extensions.
    • Possess working knowledge of Plaza’s Broker Portal and provide support to the CSRs and customers as needed.
    • May sign off on underwriting conditions that are both noncredit and credit qualifying, depending on authority.
    • Support National Operations Manager with process flow and process improvement as an ongoing best practice.
    • Assist National Operations Manager with conducting periodic loan-level audits to ensure compliance with all company quality standards.
    • Report productivity and departmental errors on monthly basis to National Operations Manager.
    • Assess and evaluate CSR scorecard for efficiency gains; guide team members when required.
    • Coach CSR team regularly regarding their job performance and complete annual performance reviews by due date.
    • Provide leadership, guidance, mentoring and training to entire CSR team.
    • Work with Wholesale Operations Manager on setting monthly goals.
    • Other duties as assigned

What You'll Bring to the Table:

    • High school diploma or equivalent required; College degree preferred
    • Previous team lead/supervisory or commensurate experience desired
    • Experience with Loan Origination Systems (LOS) such as Calyx Point, Ellie Mae, and Net Oxygen
    • Proficiency with computer systems including MS Office (Word, Excel, and Outlook) and familiarity with Internet browsers and email functions required
    • Fundamental understanding of loan program products and services as well as policies
    • Demonstrated skill in monitoring and overseeing loan production pipeline
    • Must be proficient in analyzing rate sheet and product guidelines
    • Excellent written, verbal and interpersonal communication skills
    • Strong customer service skills
    • Ability to efficiently and consistently produce accurate work
    • Solid organizational and problem-solving skills
    • Capability of multi-tasking in fast-paced environment with heavy volume of transactions
    • Proven aptitude to work in both a team and individual environment
    • Sound judgment skills to make quick decisions within written policy and standard operating procedures essential
$70,000 per year

Plaza is an EEOC employer and follows all federal, state, and local laws relating to fair employment.
Plaza Home Mortgage, Inc. is committed to preventing, stopping and remedying all forms of discrimination that occur in its workplace. Managers are accountable for keeping Plaza's workplace free from discrimination and ensuring that Plaza provides equal employment opportunity for all in the workforce and for those seeking to become members of Plaza's workforce.
Plaza's employees are protected by laws designed to protect employees from discrimination on the bases of race, religion, color, sex, pregnancy, gender identity, sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or any other non-merit based factor. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs. Plaza's employees are also protected against retaliation if they engage in a protected activity, whistleblowing, or the exercise of any appeal or grievance right provided by law.

This information is provided by Plaza Home Mortgage, Inc. as a courtesy to its mortgage professional clients and the public and is meant for instructional purposes only. None of the information provided is intended to be legal advice in any context. Plaza does not guarantee, warrant, ensure or promise that information provided is accurate. Terms and conditions of programs and guidelines are subject to change at any time without notice. Any unauthorized use or distribution of this information is strictly prohibited. This is not a commitment to lend. ® 2024 Plaza Home Mortgage, Inc. Plaza Home Mortgage and the Plaza Home Mortgage logo are registered trademarks of Plaza Home Mortgage, Inc. All other trademarks are the property of their respective owners. All rights reserved. Plaza Home Mortgage, Inc. is an Equal Housing Lender. Plaza NMLS 2113

Please find our updated Privacy Policy at: 

Cigna’s Transparency in Coverage link for Plaza’s careers site.

Plaza NMLS 2113