POSITION SUMMARY

As the Mortgage Operations Manager, you are responsible for operational excellence and regulatory compliance as it relates to the Bank’s residential Mortgage Loan Operations. The daily oversight and continuous refinement of Mortgage Operations includes underwriting, processing procedures, closing procedures, and the development of systems, which will expedite the delivery of Mortgage loans from origination to funding and include quality secondary market sales. The Mortgage Operations Manager must have leadership skills and mortgage knowledge to provide daily direction, coaching, and training to Mortgage underwriters, processors, closers, post-closers and other operations staff. This role is highly visible in the bank and requires a high level of professionalism and self-awareness.

JOB REQUIREMENTS

• High school diploma or equivalent required
• 8 years in mortgage operations that includes experience in underwriting, processing, and closing mortgage loans preferred
• 4 years in management with proven ability to lead a team preferred
• Bachelor’s degree in Business or Finance or a similar field, or a combination of related training and/or experience preferred

COMPETENCIES

• Possess excellent communication skills
• Possess strong organizational skills
• Ability to change focus quickly and often without jeopardizing quality
• Possess leadership skills and be willing to assist team members in all areas
• Possess a desire to lead and develop people
• Possess acute attention to detail
• Maintain and display a professional demeanor
• Ability to be results-driven in a face-paced environment
• Proven ability to lead and develop a team

DUTIES AND RESPONSIBILITIES

• Manage, train, and develop all mortgage operations processes and staff, and make refinements as necessary
• Develop, implement, and oversee department policies, procedures, workflow, and service level agreements while providing consistent and constant evaluation of efficiency improvements in the delivery of products and services to customers
• Collaborate with Mortgage Quality Assurance Specialist and vendor on quality control processes to ensure processes, reporting, monitoring and measurements are in place to meet all agency, regulatory, and investor requirements.
• Monitor and manage the timeliness and quality of the mortgage pipeline
• Maintain current knowledge on all company, regulatory, and investor guidelines and adjust policies and processes as required as well as providing applicable staff training
• Provide hands-on assistance in the daily processing, closing, and underwriting responsibilities to assist with department needs and deadlines
• Establish team/individual KPI’s, monitoring, and reporting to ensure appropriate training and balance of pipeline volume as well as staffing efficiencies
• Work in partnership with the Mortgage Quality Assurance Specialist in developing Service Loan Agreements to ensure internal expectations, as well as, a positive customer service experience
• Work in partnership with Mortgage Division leadership to shape growth to align with budget, strategy and goal initiatives to maximize profit earnings
• Collaborate with the secondary market, Regional Sales Managers, and Mortgage Division leadership to identify product need and implementation, along with training and roll out efforts
• Manage to IT needs for operational excellence while aligning with production team
• Conduct regularly scheduled department meetings
• Provide coaching, mentoring, and feedback, to team members on a real-time and continual basis and via two-way communication
• Select appropriate team members whose differing strengths can be maximized to create a highly productive team
• Complete cross-training and development training with team members
• Provide effective employee onboarding, and ongoing training and development opportunities that reflect both the employee’s and the bank’s needs
• Develop clear guidelines, goals and timelines while working alongside your team toward a common purpose
• Establish an environment of continuous improvement
• Listen to feedback and resolve any issues or conflicts
• Empower team members to improve their confidence, job knowledge and communication skills, and identify, discuss and relay employees’ interest in promotional and career development opportunities
• Approve timecards and benefit time for direct reports ensuring proper coverage
• Conduct regularly scheduled bi-weekly one-on-ones with team
• Ensure job descriptions are current and reflect actual duties of position, to ensure skills, abilities and experience is appropriate for current/and or securing new employees
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
• Actively support the ongoing development of a culturally diverse workforce
• Complete other duties as assigned as determined by management to be reasonable and beneficial

PHYSICAL REQUIREMENTS

This position largely operates in a professional office environment. While performing the duties of this job, the employee is regularly required to communicate effectively with management and employees. Regular use of the telephone and email for communication is essential. Remaining in a stationary position for extended periods of time is common. Must be able to accurately gather and process verbal and written information and properly prepare or inspect documents. Good manual dexterity is needed for the frequent use of common, and mobile office equipment, such as computer terminals, calculators, copiers and telephones. Occasional out-of-town or overnight travel may be required.