Mortgage Operations - Mortgage Loan Processing Manager
About the role
It starts with our culture ... Common sense has never been common. If it were, the world would be a different place. Things would run smoothly and on time. People would do what they say and say what they do. Everything would be fair, without all the small talk. And banks would only sell you what you need. When a banker looked at a client, they wouldn’t just see a number, they’d see a dad or a mom or a graduate or a business owner. Our Bankers understand the complexities of people’s lives and offer simple solutions. That's the basics of Relationships. Fairness. Simplicity®. When you choose our Company, you have an opportunity to make an impact beyond the walls of our buildings. We have a long-standing commitment to Equity, Diversity and Inclusion. Through our banking relationships, investing, grants, and volunteerism, NBH Bank promotes the growth, revitalization and sustainability of the communities we serve. We believe that these are important elements in building and sustaining a successful organization and a positive, results-driven culture. We strive for all of our associates to feel welcome and empowered at work.
Responsibilities
- Lead the mortgage processing function to ensure loans move efficiently from application to underwriting and closing.
- Oversee daily workflow, staff performance, compliance, and service delivery to internal partners and clients.
- Coach and develop processors, optimize operational processes, and ensure all files meet regulatory, investor, and company quality standards.
- Provide leadership & team management through supervising and mentoring the mortgage processing team.
- Conduct hiring, onboarding, and training; lead team meetings and reinforce accountability.
- Foster collaboration among loan officers, underwriters, and processors.
- Oversee daily workflow and ensure timely processing; redistribute pipelines based on volume.
- Troubleshoot escalated processing issues and improve procedures for accuracy and efficiency.
- Ensure compliance with TRID, RESPA, TILA, HMDA, BSA/AML, OFAC; maintain audit-ready files and stay current with regulatory and investor guideline changes.
- Serve as point of contact for escalations; communicate proactively with partners and clients.
- Review weekly pipeline and production reports; support special projects as needed.
- Lead and motivate all employees within the loan processing teams; provide coaching and corrective action when necessary.
- Create and maintain a team environment among loan officers and processing staff to complete transactions timely and efficiently.
- Collaborate with department managers to implement required changes and effectively resolve problems that arise daily.
- Review weekly pipeline reports and reallocate them as dictated by volume.
- Assist Underwriting and Operations Director on projects as needed; build rapport with clients and fellow associates; treat others with respect and consideration regardless of status or position.
Requirements
- Associate’s degree or equivalent experience.
- 5+ years managing a mortgage loan processing team.
- Driving may be required with this position.
- Applicants must have a valid driver's license (may not be learner’s, restricted or “to and from work” license) and driving history that meets the Bank’s driver standards.
- This information will be verified in a Motor Vehicle Report.
- When completing certain tasks, an associate may need to be able to grasp, push, pull, lift, bend, raise and hold hands and arms overhead.
- An associate must be able to work overtime to the extent necessary (typically no more than 5%).
- Must be able to travel – estimated 10-25% of the time.
Skills
- Bachelor’s degree.
- Encompass or LOS expertise.
- Experience with process improvement methodologies.
- Strong regulatory knowledge.
- Excellent communication skills.
- Ability to manage