Mortgage Operations Manager

About the role

The Mortgage Operations Manager supervises team members and the mortgage loan pipeline in the processing and closing departments, to achieve maximum productivity and efficiency, while maintaining member service levels and assuring compliance with organizational policies, compliance, and regulatory requirements.

Responsibilities

• 30% Manages hiring, performance, training, and coaching. Works with the Learning and Development team, Senior Mortgage Processors, and Senior Mortgage Closers to identify and create new hire and ongoing team member training on loan products, procedures, and underwriting guidelines and compliance including audit preparation and review. Continuously develops team members by offering cross-training and shadowing opportunities.
• 30% Oversees team members in the management of the mortgage pipeline requiring monitoring volume, loan turnaround times, staff productivity, and work quality, to ensure loans are handled efficiently and accurately, while meeting all mortgage and compliance deadlines, and maintaining member service levels.
• 20% Works in conjunction with the mortgage department managers to ensure all staff relationships are effective in meeting member and third-party service levels in a courteous, professional, and consistent manner. Collaborates with department managers to create and streamline processes, as well as assess and develop new mortgage products and services.
• 15% Helps team members troubleshoot system issues, compliance, member service, and complex property and title issues. Position serves as an escalation point for staff and member concerns while ensuring timely resolution.
• 5% Optimizes workflows and system enhancements to improve operational efficiencies through automation.

Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.

Requirements

• Experience: A minimum of one year up to three years of similar or related lending experience, with preferred knowledge in mortgage operations including processing and closing and an understanding of lending guidelines for FNMA, FHLMC, VHFA, VA, and USDA.
• Education/Certifications/Licenses: A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

Interpersonal Skills

A significant level of trust, credibility, and diplomacy is required. In-depth dialogue, conversations, and explanations with customers, direct and indirect reports, and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating, and/or advising others on matters of significance. Typically includes subject matter experts as well as first-level to middle managers.

ADA Requirements

• Physical Requirements: Able to bend, sit, and stand to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6–8 hours per day, when necessary. Must be able to work extended hours or travel off-site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.
• Mental and/or Emotional Requirements: Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.
• Working Conditions: Must be able to routinely perform work indoors in a climate-controlled shared work area with moderate noise.