The Retail Mortgage Business Development Specialist is an in‑field, relationship‑driven role designed to expand residential mortgage opportunities through the Retail Bank branch network. This position spends the vast majority of time onsite at assigned branches, partnering directly with branch leadership and frontline staff to educate, coach, and reinforce strategies for identifying customers who may benefit from residential mortgage financing solutions.

The role is not responsible for personally originating mortgage loans. Instead, it serves as a critical connector between the Retail Bank and the centralized Mortgage Origination team, ensuring qualified customer opportunities are consistently identified, positioned appropriately, and referred for pre‑qualification, application, and fulfillment.

A successful incumbent brings prior experience as a retail mortgage loan officer, a deep understanding of mortgage products and processes, and a strong ability to influence without direct authority.

Key Objectives

• Activate Retail Bank branches as a consistent and sustainable source of qualified residential mortgage opportunities

• Increase mortgage awareness, confidence, and referral effectiveness among branch personnel

• Drive high‑quality customer introductions to the centralized mortgage origination team

• Strengthen collaboration and alignment between Retail Banking and Mortgage Lending

Primary Responsibilities

In‑Field Branch Engagement

• Spend the majority of working time in assigned Retail Bank branches

• Build strong working relationships with branch managers, assistant managers, and frontline staff

• Serve as the primary mortgage subject‑matter expert supporting branch‑based customer conversations

Training, Education & Coaching

• Train and educate all branch personnel on:

  • Mortgage fundamentals and product overviews

  • Customer profiles best suited for residential mortgage solutions

  • Effective discovery questions and needs‑based referral conversations

• Reinforce compliant, customer‑centric sales behaviors aligned with Bank standards

• Provide ongoing coaching, refreshers, and reinforcement based on observed needs

Opportunity Identification & Referral Enablement

• Support branch teams in identifying customer opportunities across:

  • Purchase, refinance, construction, and portfolio lending needs

  • Life events such as relocation, family growth, or financial restructuring

• Guide branch staff on proper handoff of opportunities to the centralized mortgage origination team

• Ensure referrals are well‑positioned and include appropriate customer context

Partnership with Centralized Mortgage Origination

• Act as a liaison between Retail Banking and the Mortgage Origination team

• Collaborate with mortgage leadership to align on priorities, programs, and feedback

• Support smooth transition of customers from branch introduction through application and fulfillment

Performance Support & Continuous Improvement

• Track branch engagement activity and referral trends

• Identify gaps in knowledge, execution, or opportunity capture

• Provide feedback and recommendations to Retail and Mortgage leadership to enhance results

Scope & Impact

• Influences mortgage production indirectly through education, coaching, and referral activation

• Supports multiple Retail Bank branches within an assigned territory

• Does not carry an individual loan production goal or personal pipeline

• Plays a key role in strengthening the Bank’s overall residential mortgage growth strategy

Required Qualifications

• Prior experience as a Retail Mortgage Loan Officer with hands‑on origination responsibility

• Comprehensive understanding of residential mortgage products, processes, and customer lifecycle

• Strong knowledge of regulatory requirements impacting mortgage referrals and origination

• Proven ability to educate, coach, and influence frontline teams

• Excellent interpersonal, presentation, and communication skills

• Ability to work independently in a highly field‑based environment

Preferred Qualifications

• Experience partnering with retail branch networks or consumer banking teams

• Demonstrated success in mortgage business development or branch activation roles

• Familiarity with centralized or consumer‑direct mortgage operating models

• SAFE Act registration (or ability to maintain registration, as applicable)

Travel & Work Environment

• Extensive in‑field presence across assigned Retail Bank branches

• Regular travel within the assigned market or region

• Minimal desk‑based work compared to branch engagement activities

Compliance & Risk Responsibilities

• Adhere to all Bank policies, procedures, and regulatory requirements

• Ensure mortgage‑related education and referral practices are compliant and customer‑focused

• Maintain required licenses and registrations, including SAFE Act requirements where applicable

Success Profile

This role is best suited for a mortgage professional who thrives in the field, enjoys teaching and influencing others, and is motivated by driving collective results rather than individual production. Success is measured by branch engagement, referral quality, and the strength of partnerships built across Retail Banking and Mortgage Lending.