Employee Relations Manager

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 HR Employee Relations Manager provides customer service with specific knowledge of Human Resources employee relations best practices. This role is responsible for supporting a variety of HR functions including but not limited to performance issues, terminations, employee complaints, and investigations. The HR Employee Relations Manager partners with branch managers and corporate leadership to maintain a compliant, high-performance workforce in a high-volume, regulated environment.

Job Responsibilities:

• Serve as the primary HR contact for managers and employees regarding workplace concerns, policy interpretation, and performance issues.
• Work collaboratively with CrossCountry Mortgage (“CCM”) management, departments, and branch operations to provide effective HR processes, support, and customer service.
• Advise managers on progressive discipline, performance improvement plans (PIPs), and termination decisions, ensuring compliance with employment law and mortgage industry standards.
• Conduct investigations into policy violations, harassment, discrimination, and other employee issues.
• Asist management with the administration of Performance Improvement Plans.
• Manage voluntary and involuntary terminations, including risk assessment, documentation, and compliance with federal/state laws.
• Coordinate offboarding processes, including notification of final pay, benefits continuation, and retrieval of company equipment and confidential client data.
• Respond to any post termination issues that arise from management or past employees.
• Ensure proper documentation is maintained in personnel files regarding investigations, terminations, and performance.
• Provide requested information regarding employee separations for unemployment benefits.
• Provide data-driven insights to senior leadership on trends, risks, and opportunities.
• Deliver training to managers on performance management, performance improvement, and employee relations.
• Serve as a subject-matter expert on HR policies and employment law.
• Maintain confidential information.

Qualifications and Skills:

• Bachelor’s degree or equivalent combination of education and experience, preferred.
• HR certification (PHR/SPHR/SHRM-CP), preferred.
• Experience supporting multi-state operations in a regulated environment.
• 5+ years of HR experience; experience with employee relations and terminations, preferred.
• Experience in retail mortgage or financial services industry, preferred.
• In depth knowledge of employment laws and HR best practices.
• Integrity and confidentiality in handling sensitive employee and company information.
• Excellent decision-making and risk assessment skills.
• Skill in assessing situations, evaluating options, and making well‑reasoned decisions that align with organizational goals.
• Skill in navigating interpersonal dynamics with empathy, self‑awareness, and professionalism, fostering positive and productive interactions.
• Skilled in managing multiple priorities in a high-volume environment.
• Excellent documentation and investigation skills.
• Ability to influence and build trust with leaders at all levels.
• Proficient in Microsoft Office, including Word, Excel, and PowerPoint.

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.