Manager, Mortgage Loan Operations

Overview

To plan, manage and direct mortgage operations in mortgage origination or mortgage production center from application through closing. Ensure excellent member service, maximize operational efficiency and minimize risk and losses to NFCU. Drive mortgage lending strategy and execution to maximize key business growth goals in collaboration with executive leadership. Monitor mortgage lending and quality control reports to ensure timeliness and compliance of work produced. Evaluate and adjust branch work quality, staff performance, systems, processes, and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Plan and direct staffing and space planning efforts for Mortgage Lending. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans.

Responsibilities

• Develop branch strategy, establish priorities and set goals; evaluate and implement standards to ensure alignment with department/organizational objectives
• Manage and direct operations to ensure production goals, service level agreements and corporate objectives are met
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Conduct benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Activate and pivot resources to support overall business unit efficiency, process improvement and communication needs
• Oversee underwriting standards to ensure NFCU's risk tolerance guidelines are met
• Act as Assistant Treasurer for the purpose of signing NFCU drafts and bank wires
• Monitor loan quality for alignment with investor standards to ensure loan eligibility for secondary market
• Identify discrepancies and/or errors and direct staff to take appropriate action
• Investigate escalated member inquiries/complaints and take appropriate action
• Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations (e.g., RESPA, MDIA, TIL, ECOA), NFCU, NCUA and CFPB policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Organize and promote a work environment that emphasizes member service, creativity, quality, productivity, and partnership
• Collaborate with other business units to analyze and improve procedures and resolve problems to ensure high quality member service
• Serve as change management champion; apply change management principles and knowledge to conduct organizational assessments, develop strategies, change roadmaps and plans
• Provide overall leadership to business unit strategic projects and/or programs; ensure effective management of projects from inception through implementation
• Oversee training and development programs for staff; evaluate training programs to ascertain effectiveness
• Oversee the completion, evaluation, and submission of reports to senior management
• Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
• Develop and implement change management strategies and solutions
• Serve as change management lead for branch; apply change management principles and knowledge to conduct organizational assessments, develop strategies, change roadmaps and plans
• Perform supervisory/managerial responsibilities

• Ensure adequate/skilled staffing; select employees
• Establish performance goals and priorities
• Prepare, conduct and review performance appraisals
• Develop, mentor and counsel staff
• Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
• Ensure section/branch goals and objectives align with division/department strategy
• Ensure efficiency of operations
• Leadership Level - Supervise daily activities

• Bachelor's degree in Finance, Economics, Business Administration, or related field, or an equivalent combination of education, training, and experience
• Expert knowledge of applicable federal and state laws, rules and regulations
• Expert knowledge of FHA, VA, FNMA, and GNMA requirements
• Expert knowledge of mortgage and equity loan products, services, processes and procedures
• Extensive progressively responsible experience leading and managing a multi-functional mortgage processing/closing or underwriting operation, preferably in a large financial institution
• Extensive experience in member/customer service operations to include understanding of effective member/customer service philosophy
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Expert skill interpreting and applying applicable federal and state laws, rules and regulations
• Expert skill applying lending principles, financial practices, and evaluation of creditworthiness to make credit decisions
• Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Expert skill presenting findings, conclusions, alternatives and information clearly and concisely
• Expert skill exercising initiative and using good judgment to make sound decisions
• Expert verbal and written communication skills
• Advanced database, word processing, spreadsheet, and presentation software skills
• Expert skill building effective relationships through rapport, trust, diplomacy and tact
• Expert skill in producing desired results and achieving goals and objectives
• Extensive experience supervising and leading employees
• Extensive experience in change management
• Expert organizational, planning and time management skills
• Expert skill identifying and analyzing business requirements and recommending solutions
• Expert critical thinking, analytical, and problem-solving skills

• Master's degree in Finance, Economics, Business Administration
• Advanced knowledge of NFCU products, services, programs, policies and procedures

• Monday - Friday, 8:30AM - 5:00PM

• 820 Follin Lane, Vienna, VA 22180
• 5510 Heritage Oaks Drive, Pensacola, FL 32526
• 141 Security Drive, Winchester, VA 22602