Manager – Mortgage Concierge Team

Your opportunity

The Manager – Mortgage Concierge Team (individual contributor) will serve as the single point of contact for all Charles Schwab clients, employees, and internal partners interested in learning about or applying for a mortgage, pledged asset line of credit and for questions and advancements throughout the entire lending process. This team will play a key role in the success of the Bank’s lending program through delivering an outstanding client experience while helping the firm realize it’s earning potential. The MCT manager will provide a single point of contact throughout the entire mortgage and pledge asset line application and origination process, maintaining consistent communication and providing problem resolution and troubleshooting.

A successful MCT manager will combine a high level of technical lending and servicing expertise, positive relationship skills, and will demonstrate good judgment in providing a premier lending experience. The MCT manager will handle a broad range of inquiries, issues, advancements, and products in meeting our client’s needs and while relying on multiple systems, experience, and judgment. In addition, the MCT manager will also need to understand the Charles Schwab organization, including its clients, experience models including sales, service, and support structures, and internal partners required for information gathering, reporting, and problem resolution. The Manager – Mortgage Concierge Team is a first line of defense unit position for Charles Schwab Bank and assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations in the context of their responsibilities. 

Additional responsibilities include:

• Utilize technical lending expertise to assess client needs, recommend tailored lending solutions, and manage complex mortgage escalations.
• Manage interest rate and credit exceptions, collaborate with underwriters and business partners to ensure timely resolutions.
• Lead training programs for teams on mortgage servicing, Reg U/collections, and loan processing, reinforcing compliance with federal lending regulations (TILA, RESPA, ECOA, etc.).
• Spearhead process improvements, including Client Central mortgage loan search implementation, PAL wire DocuSign, driving efficiency in loan servicing operations.

What you have

Required qualifications:

· Extensive bank lending sales experience in serving high net worth and investment advisor clients with sophisticated lending solution needs

· A very strong understanding/knowledge of sophisticated mortgage products (previous experience as a loan/mortgage officer and/or experience with originating sophisticated mortgage loans)

· Five or more years of proactive, successful lending origination and pipeline management experience in the financial services industry with a focus on high-net-worth clients

· Shown ability to meet individual as well as organization service level scores

· Outstanding written and verbal communication skills

· Bachelor’s degree or equivalent experience required

· Comprehensive industry and high net worth client solution knowledge

· Relationship and client retention management experience and success

In addition to the salary range, this role is eligible for bonus or incentive opportunities.