Fifth Third Bank Mortgage Closing Manager in GRAND RAPIDS, Michigan


Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. We've staked our claim on looking at things differently to making banking a Fifth Third Better. This applies to our relationships with customers and employees alike.

We employ about 18,000 people, and what we offer is:

# A chance for employees to build their future, with supportive career development and financial wellness programs.

# An environment where we win together. We celebrate achievement and work collaboratively. We're also a three-time Gallup Great Workplace honoree.

# An invitation to impact lives in a positive and lasting way. Everything we do is geared toward improving lives. That's fun and exciting.

It comes down to the fact that Fifth Third is a warm and caring place to with which to grow # as a customer or as a team member.

Mortgage Banking at Fifth Third Bank encompasses three sales channels # Retail, Direct and Correspondent. It also includes the operations side, with three major Fulfillment Centers in Cincinnati, Ohio; Grand Rapids, Michigan; and Chicago, Illinois. We offer many different mortgage loan options, and our customers look to us when they are thinking about buying a new home, building their dream home, refinancing their existing home, or exploring options for downsizing. Additionally, the Fifth Third partners with the Community College Foundation to bring the Financial Empowerment eBus to our communities. This bus is retrofitted as a mobile classroom that hits the streets to provide financial education on important topics including homeownership. We also play a key role in supporting homeownership by offering refinancing and modification opportunities.

GENERAL FUNCTION: Performs a wide range of duties related to the management of the department responsible for closing and funding of residential mortgage loans. Responsible for ensuring department is following determinedworkflow,therebymeetingservicelevel agreements that have been identified. Responsible for not only ensuring that the productivity levels are met, but also ensures compliance and other quality KPIs meet all defined standards. Set and manage todepartmental goalstoachievebudget andPlan requirements. Will manage processors at "spoke" locations.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensuresthatactions and behaviors drive a positive customer experience. While operating within the Bank#s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.


  • Work with Sales Management and other Fulfillment Leaders (Ops manager, Processing Manager) to determine staffing needs and allocate work based on overall sales volume and pipeline.

  • Manage department to meet or exceed goals, objectives and standards in Service Level Agreements (SLAs).

  • Directly supervise Closing FTE to team goals that feed both departmental and organizational goals. Utilize team incentives and contests to motivate a group of mortgage professionals to meet these goals.

  • Retrieve, review, create, distribute and discuss reports related to the Closing Department with staff.

  • Determine success rate of meeting certain benchmarks, and update required department performance reports.

  • Monitor compliance issues, including that all department members attend required meetings and that staff is in compliance with state and federal regulations.

  • Manage vendor relationships with escrow/title companies and work to resolve escalated issues as needed.

  • Partner with Compliance and Risk to perform post-closing tasks to insure all required documents are accurate prior to shipment to Bancorp Post-Closing.

  • Monitor team quality accuracy and efficiency through coaching and mentoring efforts. Focus on production and pull-through through the utilization of quality control and review loan files to ensure adherence to internalandexternalregulatoryrequirements.* Ensure department is providing a high level of customer service to internal and external customers.

  • Actively participate in ongoing efforts to continually improve customer service for internal and external customers.

  • Perform human resource related tasks for the department such as coaching and evaluation and training needs. Actively on-board train and coach new hires.

  • Review exception reports to ensure all tasks are completed.

  • Maintain and distribute Fifth Third Mortgage Company and agency guidelines. Distribute changes to appropriate staff.

  • Perform any other duties as assigned.

SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employeecareergrowth;developingtheappropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.


  • Four year degree or equivalent work experience required.

  • Must have three to five years residential mortgage loan closing experience.

  • Two years of management experience, preferred.

  • Broad understanding of residential mortgage loans.

  • Detailed knowledge of processing, underwriting and closing procedures.

  • Strong written and verbal communications skills.

  • Demonstrated teamwork and customer service skills.

  • Strong PC skills (MS Office) required, must have experience with Mortgage origination systems, platforms tools and technology.

  • Detail driven and highly responsive with a strong initiative and drive.

  • Successful history of leading, developing, and mentoring staff.

  • Excellent leadership, customer relations and interpersonal skills are required.

  • Ability to motivate team, manage multiple projects, work under pressure, and adapt to sudden changes in the work environment.

  • Strong planning and organization skills are required.

*This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). The NMLS web site (

provides the MU4R questions and registration required for employment in this position.

Fifth Third Bank is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.