SVP - Consumer Direct

Banking Brighter®

At Luminate Bank®, we're transforming the mortgage experience through innovation, operational excellence, and a customer-first approach. We combine industry-leading technology with talented mortgage professionals to create a seamless home financing journey for borrowers nationwide.

We are seeking an experienced, growth-oriented Senior Vice President, Consumer Direct Division to lead and scale our Consumer Direct mortgage platform. This executive will be responsible for driving production growth, profitability, operational efficiency, and customer experience across one of the organization's largest revenue-generating channels.

Position Overview

The SVP, Consumer Direct Division serves as the senior executive responsible for the strategic direction, performance, and growth of the Consumer Direct mortgage channel. This leader will oversee sales, operations, underwriting partnerships, fulfillment functions, recruiting, talent development, and business performance while ensuring compliance with regulatory and investor requirements.

The ideal candidate is a proven mortgage executive with extensive experience leading high-volume consumer direct organizations, building high-performing teams, optimizing lead conversion, and delivering profitable growth in a rapidly evolving market.

Responsibilities & Duties

Strategic Leadership

• Develop and execute the long-term vision and growth strategy for the Consumer Direct Division.
• Establish annual production, revenue, profitability, and market share objectives.
• Identify opportunities to expand product offerings, customer acquisition channels, and operational capabilities.
• Collaborate with executive leadership to align divisional goals with organizational objectives.

Sales Leadership & Production Growth

• Lead and inspire high-performing Consumer Direct sales teams nationwide.
• Drive loan origination volume, pull-through, profitability, and customer acquisition.
• Establish performance metrics, KPIs, compensation strategies, and accountability measures.
• Monitor pipeline health, conversion ratios, funded volume, and sales productivity.
• Partner with marketing and lead generation teams to maximize lead flow and conversion performance.

Operational Excellence

• Oversee division-wide operational performance, ensuring scalability and efficiency.
• Partner with fulfillment, processing, underwriting, closing, and post-closing teams to improve cycle times and customer satisfaction.
• Implement process improvements and automation initiatives that enhance productivity and reduce costs.
• Ensure consistent execution of best practices throughout the loan lifecycle.

Financial & Business Management

• Maintain responsibility for divisional P&L performance.
• Develop budgets, forecasts, staffing models, and capacity planning strategies.
• Analyze production trends, margins, expenses, and profitability metrics.
• Present regular business performance updates to executive leadership.

Talent Development & Leadership

• Recruit, develop, and retain top mortgage professionals and leadership talent.
• Build a culture of accountability, performance, collaboration, and customer service.
• Provide coaching and mentorship to sales managers, operational leaders, and emerging talent.
• Lead succession planning and organizational development initiatives.

Compliance & Risk Management

• Ensure adherence to all federal, state, agency, investor, and company requirements.
• Promote a culture of responsible lending and regulatory compliance.
• Partner with Compliance, Quality Control, and Risk Management teams to identify and mitigate operational risk.
• Drive continuous improvement in quality, audit performance, and customer outcomes.

Customer Experience

• Champion a best-in-class borrower experience throughout the mortgage process.
• Monitor customer satisfaction, retention, and reputation metrics.
• Evaluate and implement technology solutions that improve borrower engagement and ease of doing business.

Qualifications & Skills

• 10+ years of progressive leadership experience in mortgage banking.
• Significant experience leading a Consumer Direct, Call Center, Inside Sales, or Digital Mortgage platform.
• Demonstrated success managing large-scale mortgage production teams and multi-level leadership structures.
• Proven track record of driving revenue growth while improving operational efficiency and profitability.
• Strong understanding of agency, government, conventional, jumbo, and non-QM mortgage products.
• Deep knowledge of mortgage compliance, regulatory requirements, and industry best practices.
• Exceptional analytical, financial, and strategic planning skills.
• Strong leadership presence with the ability to influence and motivate teams at all levels.
• Experience utilizing mortgage technology, LOS platforms, CRM systems, and performance analytics.
• Bachelor's degree in Business, Finance, Management, or related field preferred.

Key Success Metrics

• Funded loan volume growth
• Revenue and profitability performance
• Lead-to-application conversion rates
• Application-to-close conversion rates
• Customer satisfaction and retention metrics
• Employee engagement and retention
• Cycle time improvement
• compliance and quality control results

Benefits

• Competitive executive compensation package
• Performance-based incentive opportunities
• Medical, dental, and vision insurance
• HSA and FSA plans
• 401(k) with company match
• Life and AD&D insurance
• Flexible PTO program
• Professional development and leadership opportunities

Luminate Bank is an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace.