The Opportunity

Mosaic is looking for a Senior Manager, Originations to join the Homeowner Originations & Restoration team. The team is tasked with providing world class service to Homeowners, as they transact with the Mosaic loan program’s Origination processes. This position is responsible to both internal and external customers. This role manages various aspects of Originations, including vendor management of BPO and telephony providers, among other vendors critical to the originations process. The role will also manage in-house staff necessary to provide vendor and process oversight and drive improvements to the homeowner experience. This person is ultimately responsible for owning the origination function and will report to the Director of Homeowner Originations and Restorations.

Location: We are remote-first. This role can be based in most states in the US.

We’re looking for someone who:

• Delights Customers: You know that first impressions count the most, and Originations is Mosaic’s first contact with homeowners. Delivering a great customer experience is paramount.
• Drives Outcomes: You are fixated on delivering high quality outcomes and measure performance based on that rather than level of effort.
• Embraces Accountability: You own your outcomes and hold your team and our partners accountable for their commitments.
• Works Collaboratively: You understand that nothing gets accomplished in a vacuum, and you foster positive relationships across the organization through collaborative effort.

Core Responsibilities:

• Owns delivery of general Origination processes at scale primarily through outsourced vendor partners
• Delivers KPI metrics and drives improvements throughout the Origination process from initial credit application, through milestone underwriting and any needs to unwind the loan origination, if home improvement projects are canceled
• Manages a team comprised of in-house team members and outsourced vendor personnel
• Develops and implements vendor scorecards and performance standards, which will underpin the regular oversight of vendor performance
• Drives superior vendor performance consistent with service & quality standards
• Ensures costs are accurately budgeted and tightly managed, while working closely with Mosaic’s Finance team
• Ensures compliance with Vendor Management Policy and Procedure requirements
• Owns contract enforcement over SLA slip-ups or reps & warranties errors
• Owns exceptions handling and escalations
• Recommends improvements to the customer experience or operational efficiency, and designs and implements these improvements
• Works collaboratively with Credit Risk, Product, and other Operations teams to implement new programs/ products and deliver customer experience improvements

Experience & Qualifications

• Strong background in management and oversight of vendor operations
• Demonstrated experience managing a credit operations/originations function, including managing internal credit operations teams
• Experience with Consumer Lending products (experience with Solar and/or Home Improvement financing is a plus)
• Experience managing a contact center
• 5 years’ experience directly related to managing vendor relationships preferred
• Strong background in project management and requirements development/documentation
• Experience managing risk mitigation policies and procedures while driving both service and quality levels
• Experience in Financial Services and/or Solar industries

• Skilled in process analysis and reengineering operational workflows

Bonus Points

• Bilingual (English / Spanish) a plus
• Familiarity with Salesforce, Excel, DocuSign, Google Suite

Compensation: The base salary range for this position is $70,000 - $100,000. The position is also eligible for incentive pay in accordance with the terms of the applicable commission or incentive plan. In addition, we’re proud to offer a range of competitive benefits.

Why Mosaic

As a customer focused and driven-to-win organization, there are many exciting reasons to join the Mosaic team. Mosaic has a dynamic, fast-paced, and entrepreneurial environment, which requires a professional, flexible, self-starter attitude. We believe in hiring talented and driven individuals and cultivating a culture of collaboration and appreciation.

Benefit Highlights:

• Robust Health, Dental, and Vision Plans
• Generous paid time off
• 401k Match
• Lifestyle Spending accounts for professional wellness
• Mental Health: Headspace subscription, online therapy sessions
• …and more!

We are an equal opportunity employer and value diversity of backgrounds, perspectives and experience. Mosaic’s vision is 100% clean energy for all. In order to reach that vision, we believe we must build a diverse company where everyone is treated fairly and feels included. In turn, in accordance with Mosaic’s equal employment opportunity policy, we do not discriminate on the basis of race, religion, color, national origin, caste, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status or any legally protected status.