Director of First Impressions

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 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 Director of First Impressions serves as the first point of contact for visitors and clients, managing email and telephone communications with a customer‑first approach and delivering responsive, client‑focused support. This role maintains a clean, organized, and welcoming branch environment while addressing routine facility issues. This role is responsible for administrative duties such as processing documents, handling mail and shipments, managing inventory, and supporting expense and recordkeeping tasks. The Director of First Impressions supports team operations by assisting with onboarding, scheduling, events, marketing materials, and ad‑hoc errands.

Job Responsibilities:

• Set up and maintain a clean, organized, and fully prepared reception area, including stocking supplies and operating lobby media displays.
• Set up and maintain a clean, organized, and fully prepared conference room, including managing the room calendar and coordinating appointment scheduling for staff.
• Maintain a clean, organized, and fully stocked breakroom throughout the day, including tidying the space and replenishing refrigerator, pantry, and coffee supplies.
• Maintain clean, stocked, and fully prepared restrooms throughout the day, including monitoring cleanliness and replenishing necessary supplies.
• Ensure printer readiness by stocking paper and replacing ink cartridges as needed.
• Check and respond to emails and voicemail.
• Answer and direct incoming calls, respond to text messages via RingCentral, and monitor forwarded calls when staff are out of the office.
• Prepare and send thank‑you cards by researching client and referral details and handwriting personalized notes.
• Maintain office inventory by checking supplies and restocking items as needed.
• Update and distribute the employee contact list to the branch.
• Update the key log to track key holders and the number of keys assigned.
• Greet and assist visitors by directing them as needed, reviewing and obtaining signatures on required documents, and helping resolve loan‑servicing inquiries.
• Manage monthly expense reporting by gathering and uploading receipts and vendor invoices, performing data entry in Workday and Excel, facilitating approvals, and addressing Accounting inquiries.
• Track vendor invoices to ensure they are submitted to Accounting and paid promptly.
• Manage end‑of‑day reporting by updating customer files in OneDrive and Blend, including adding, removing, and editing documents based on loan status.
• Process customer documents by receiving and copying materials, scanning and labeling files for upload, organizing physical and digital records, and updating filing-cabinet documents according to loan status.
• Handle branch mail and shipping by receiving and distributing incoming items, sending sensitive documents via FedEx, tracking and communicating package status, and overseeing FedEx and Quadient (Franking Machine) accounts.
• Oversee the SimpliSafe account and manage related communications and activity.
• Assist the team by researching property taxes, requesting title fees, and printing and preparing required documents.
• Coordinate office celebrations and events, including birthday and holiday décor, seasonal festivities, training sessions, team‑building activities, and potlucks.
• Oversee vendor accounts and coordinate communication with service providers.
• Address office maintenance needs by troubleshooting internet and tech issues, submitting support tickets, resolving appliance and equipment problems, and coordinating facility responses.
• Support onboarding by setting up office workspaces, assisting with IT needs, and configuring calendars, RingCentral, and email distribution.
• Support general branch operations by completing errands, assisting leadership, coordinating with property management, and helping with marketing materials, events, and miscellaneous office tasks.

Qualifications and Skills:

• High School Diploma or equivalent.
• 2+ years of experience in a similar administrative role.
• Understanding of accounting principles.
• Excellent customer service skills.
• Excellent organizational skills.
• Skilled in delivering customer‑focused service, with high responsiveness to client needs.
• Proficient in Microsoft Office Suite (Outlook, Excel, Word).

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.