Product Manager-Origination & Customer Experience at Guild Mortgage in Chicago, IL

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Origination and Customer Experience Product Manager plays an important role in the organization by performing a number of activities related to the company’s Retail Sales Division. The role is primarily responsible, under limited supervision, for ensuring the company’s point-of-sale technology drives sales productivity and a high customer experience ratings from customers, sales teams and agents by managing the roadmap, backlog, user stories and bug reports for all future development.

Essential Functions

Identify and prioritize sales origination, agent and customer experience business requirements across all products, including problem definition and requirements gathering.
Regularly engage with stakeholders to validate and refine and approve requirements for user stories and acceptance criteria
Develop and enhance POS & Fintech technology vendor relationships
Provide input to the annual product lifecycles from budget request, through roadmap, backlog grooming and launch.
In partnership with the Product Owner, manage the day-to-day product priority for all sprint planning, work assignment, prioritization and delivery by the Sales Product team
Monitor new technology trends and identify areas of innovation relative to distinct competencies and market / business needs
Collect feedback from Sales Systems Support team to inform defect prioritization and product priorities.
Be the voice of the market, and champion business, product and marketing needs within the organization.
Establish and build a robust sales best practices using actionable insights and customer workflows to increase lead conversion and sales productivity.
Track the user adoption of the system, develop strategies to increase adoption and report to senior management of progress.
Provide release support in the form acceptance testing, knowledge sharing, release notes and other communications.
Collaborate with the communication and training teams to develop a training plan for all major releases.
Partner with senior management, coaching and training team members to share best practices and collaborate on emerging trends and business opportunities.
Perform other duties as assigned.

Qualifications

Bachelor’s degree or equivalent in computer, business or related field, along with a minimum of five years’ experience in related role(s) required.
5+ years of Mortgage related experience
Knowledge of Scrum or other Agile methodology is highly preferred.
Background with usability and/or training on human computer interactions and workflow best practices.
Ability to communicate complicated concepts in a simple, straightforward manner
Demonstrated ability to translate user’s needs in to user stories for development
Experience with software development & testing; including writing user stories, test cases, and bug reporting/validation.
Independent, self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
Excellent verbal and written communication skills required.
Passionate about delivering excellence in customer service within a team environment and work well with geographically dispersed teams
Ethical, with a commitment to company values.

Requirements

Travel: 0 - 2%

Physical: Work is primarily sedentary; mobility in an office setting.

Manual Dexterity: Frequent use of computer keyboard and mouse.

Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.

Environmental: Office environment – no substantial exposure to adverse environmental conditions.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

Targeted Salary: $107,000 - $146,000 annually

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

REQ#: PRODU016829