Mortgage Process Improvement and Content Specialist

About the role

The Mortgage Process Improvement and Content Specialists role is to oversee, drive, perform, and analyze the overall efficiency of all areas within Mortgage Lending. They will proactively identify, map, document and improve the mortgage lending process. This role will also collaborate across all Mortgage Lending departments by preparing job aids and training materials for departmental use.

Responsibilities

• Serve as a role model in transparent communication, two-way dialogue, and proactive communication between mortgage lending departments to ensure a seamless mortgage lending process.
• Analyze current mortgage processes and workflows to identify opportunities for improvement and increased efficiency.
• Collaborate with all Mortgage Lending functions to develop procedures, processes, and workflows to maximize the effectiveness of technology and its impact on the member and employee experience, and employee effectiveness.
• Develop, update, and maintain mortgage process documentation, including standard operating procedures (SOPs), job aids, checklists, and reference guides.
• Optimize operational processes, workflow management, and systems integrations for Mortgage Lending.
• Partner with Mortgage Lending leadership team to influence training development for Mortgage Lending.
• Engage in change management through effective planning and communication with the Mortgage Lending leadership team and ensure processes are evaluated on a continual basis for efficiencies, effectiveness, and value.
• Serve as a subject matter expert for mortgage process queries and support process-related projects.
• Work with mortgage leadership to evaluate technology that supports, enhances, or modifies processes within Mortgage Lending.
• Contribute to and support department strategies with a focus on user experience to deliver an elite platform for all mortgage teams.
• Support Mortgage Lending leadership’s vision for how technology will be used in mortgage, by fostering innovation, implementing initiatives, and coordinating the management of current and future technology systems.
• Ensure that process knowledge is not only captured, but also fully communicated, shared, and accessible using traditional and technology-mediated dissemination activities and programs.

Requirements

• Minimum three (3) years’ experience in Mortgage Lending, mortgage operations, or process improvement within the financial services industry.
• Experience with technologies related to Mortgage Lending processing and other finance-related technologies.
• Experience working in a fast-paced, highly regulated financial environment.
• Experience with Microsoft products, including Excel and PowerPoint.
• Must be bondable.

Skills

• Mortgage Process Expertise: In-depth understanding of mortgage origination, processing, underwriting, closing, and servicing workflows.
• Advanced knowledge of mortgage technology and integration.
• Expert knowledge of Encompass, utilized within the Mortgage industry to enhance the member and user experience.
• Knowledge of Process Improvement Methodologies: Familiarity with Lean, Six Sigma, or other continuous improvement frameworks as applied in financial services.
• Knowledge of Documentation Standards: Knowledge of how to create and maintain standard operating procedures and process documentation in a regulated environment.
• Understanding of Change Management: Understanding of how process changes impact people, systems, and compliance within the organization.
• Knowledge of Industry Regulations: Knowledge of federal and state mortgage regulations (e.g., RESPA, TILA, TRID, Fair Lending), as well as internal compliance and risk management requirements.

Qualifications

• Bachelor’s Degree in Business or a related field. Four (4) years of relevant experience may be substituted for degree.
• Certifications or relevant training in any of the following areas: Lean Six Sigma, Business Process Management, or Quality Management.
• Experience in banking, credit unions, and/or financial institutions.