Branch Transition Specialist

📋 Description

• • As a Branch Transition Specialist at CrossCountry Mortgage, LLC (CCM), you will be instrumental in ensuring the smooth and successful integration of new branch teams into our expansive network. This pivotal role focuses on coordinating and overseeing the critical sales, processing, and operations functions during the crucial onboarding period, typically lasting up to 90 days. Your expertise will guarantee that each new branch location is set up for immediate efficiency and long-term success, contributing directly to CCM's status as the nation's number one distributed retail mortgage lender.
• • You will engage directly with new branch managers and their teams through personalized one-on-one meetings. These sessions are designed to clearly define expectations, outline the onboarding journey, and establish a strong foundation for collaboration and mutual understanding throughout the transition process.
• • A key responsibility involves identifying the specific roles of each branch employee. This understanding allows you to collaborate effectively with the Branch Training team to ensure appropriate training is identified and enrolled, equipping every team member with the necessary skills and knowledge from the outset.
• • You will be a primary source of training and support for branch staff, guiding them through operational procedures, system functionalities, and essential compliance requirements. This hands-on support is critical for building confidence and competence within the new teams.
• • In Salesforce, you will be responsible for assigning support regions to new branches. Furthermore, you will temporarily assume the role of Customer Support Manager within Salesforce for these branches, providing a dedicated point of contact and ensuring seamless system integration and support for up to 90 days.
• • You will serve as a vital advisor and support resource for branch teams, addressing ad hoc inquiries through various communication channels, including screenshares. Your guidance on processes, operations, and system usage will be invaluable during this formative period, acting as a consistent point of contact for ongoing assistance.
• • A significant part of your role involves gathering essential branch information required for the onboarding process. You will meticulously outline specific items to be covered during the operations onboarding calls, ensuring all critical aspects are addressed.
• • Collaboration is key. You will work closely with various internal departments to identify and create comprehensive contact lists specific to each branch, ensuring efficient communication and resource allocation.
• • You will be responsible for completing internal documentation and forms with accurate branch information. This data will be shared with relevant internal departments and provided to Branch Managers and their staff as needed, facilitating transparency and operational alignment.
• • You will actively participate in and often lead branch onboarding calls. Meticulous meeting minutes will be taken and distributed to internal departments, with records stored appropriately in the applicable branch folders, ensuring clear documentation of progress and decisions.
• • You will act as the primary conduit between the newly onboarding branches and CCM's internal departments. This intermediary role ensures that information flows smoothly, issues are addressed promptly, and all parties are aligned.
• • You will execute detailed transition plans, meticulously tracking each branch's progress towards meeting defined goals during their transition period. This proactive approach ensures accountability and timely issue resolution.
• • Maintaining accurate and comprehensive documentation of all transition activities is paramount. This includes generating reports on progress, detailing any issues encountered, and outlining the resolutions implemented, providing a clear audit trail.
• • You will prepare regular updates and communications for management, highlighting potential concerns and issues related to the branch transition process and proposing strategies for mitigation.
• • Following the initial transition period, you will conduct post-transition reviews and assessments. These evaluations will measure the effectiveness of the implemented transition processes and identify key areas for continuous improvement.
• • You will play a role in implementing and refining best practices to enhance the efficiency and effectiveness of future branch transitions, contributing to the ongoing development of CCM's onboarding strategy.
• • This role may require up to 50% travel to support branches across the designated region.