Job Details

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.
A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You'll get unwavering support from all departments and total transparency from the top down.
CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.
Position Overview:
The CRM Coordinator position optimizes daily CRM interactions with sales and support staff while overseeing and distributing incoming leads from various marketing and digital advertising sources within our mortgage company. This role ensures that leads are efficiently managed, reconciled, and converted by sales teams.
This position supports our Veteran's Lending Group team.
Job Responsibilities:
* CRM Management:
* Assist in the design, implementation, and execution of targeted email, SMS, and print marketing campaigns to engage customers and drive conversions.
* Collaborate with Marketing and Sales teams to align CRM marketing initiatives with overall business objectives and strategies.
* Analyze and map out customer journeys to identify key touchpoints and opportunities for enhanced engagement and retention.
* Refine automated journeys that nurture leads, improve customer retention, and promote new and existing products.
* Utilize CRM tools to automate marketing processes, ensuring timely and relevant communication with customers.
* Implement A/B testing strategies to optimize email content, subject lines, and timing for improved response rates.
* Monitor and report on key performance metrics, providing actionable insights to improve campaign effectiveness.
* Lead Management:
* Monitor and maintain incoming leads from various marketing channels.
* Check the CRM for duplicate contact records to ensure data integrity.
* Effectively automate distribution of leads to various loan teams based on established criteria and team performance.
* Regularly reconcile all leads, ensuring accurate tracking and reporting.
* Analyze lead conversion metrics and prepare reports for management.
* Collaboration & Training:
* Work closely with loan officers and sales teams to provide insights on lead quality and conversion rates.
* Assist sales teams in understanding lead distribution processes and best practices.
* Develop and deliver comprehensive training programs for CRM users, ensuring effective utilization of the system.
* Create training materials including manuals, presentations, and e-learning modules.
* Conduct regular workshops and one-on-one training sessions to enhance user proficiency in CRM tools.
* Continuous Improvement:
* Stay updated on industry trends and best practices in lead management and CRM usage.
* Identify areas for improvement in lead management processes and recommend strategies for optimization.
Qualifications and Skills:
* Bachelor's degree in Marketing, Business Administration, Communications, or related field, or equivalent combination of education/experience.
* 2-4 years of customer service experience; experience in lead management or sales support is a plus.
* Experience interacting with a CRM; proficiency in lead tracking systems (e.g., Salesforce, HubSpot).
* Mortgage industry experience is a plus; helpdesk or technical support experience is preferred.
* Excellent attention to detail, organizational and analytical skills.
* Effective communication, collaboration and problem resolution skills.
* Veterans are strongly encouraged to apply.
* Experience supporting Military veterans or active-duty service members, preferred.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! careersatccm.com
CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package:
California residents: Please see CrossCountry's privacy statement for information about how CrossCountry collects and uses personal information about California applicants.
CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual's association with a member of a protected group or any other characteristic protected by federal, state, or local law ("Protected Characteristics"). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.
CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.