** Mortgage Services Assistant Manager, Marlboro or Chelmsford, Full Time**

**Job Category****:** Mortgages **Requisition Number****:** MORTG004061 Showing 1 location **Job Details**

**Description**

***Schedule: Monday - Friday 8-5 (40 Hours) Hybrid Eligible***

**Summary/Objective:**

The Mortgage Services Assistant Manager is responsible for all of Quality Control/Assurance functions for Post-Closing, Pre-funding, and Servicing.

**Essential Functions:**

* Ensure the department meets all investor and company guidelines for the selection, audit and reporting of quality control/assurance performance metrics.

* The Mortgage Services Assistant Manager is responsible for producing accurate and actionable information and reporting results to the Mortgage Services Manager.

* The Mortgage Services Assistant Manager will manage and direct the servicing, pre-funding, post-funding administration and maintaining quality control/assurance policies, procedures, and HMDA reporting.

* The Mortgage Services Assistant Manager will oversee department member resolution team, track and report on all complaints and escalations. When necessary, prepare responses for external reporting sources such as NCUA and BBB.

* Track and manage the audit process, including the remediation of audit findings, and ensure performance meets all turnaround times on file reviews.

* Implement tracking standardizations to ensure all finding levels and responsible parties are managed to provide accurate external data for quality performance tracking down to the loan level.

* Gather and analyze all QC results and communicate these findings and suggest corrective action

* Responsible for making recommendations for mortgage services, compliance, maintenance, digital technology, workflows, and policies to ensure regulatory compliance and competitiveness.

* Project management of Credit Union initiatives as outlined by the Mortgage Services Manager.

* Ensures regulatory (State & Federal) requirements and procedures are up to date.

* Develop and keep the Mortgage Services team informed through staff meetings, continuous coaching, training, and by attending seminars/conferences.

* Set individual weekly and monthly goals for Team Leaders and direct reports to ensure that department as well as DCU goals are met.

* Responsible for conducting annual performance reviews for all Mortgage Services team members.

* Respond to both internal and external DCU member issues and inquiries in a professional and timely manner.

* Continue to look for ways to streamline DCUs processes and workflow to improve services provided to members by providing the Mortgage Services Manager with recommendations for improvement.

* Assist in conducting in-house training classes for credit union personnel.

* Manage and coordinate activities according to established policies and procedures. Recommend, communicate, and implement department operating policies, procedures, protocols, and guidelines.

* Develop and implement controls to ensure consistency and accuracy. Responsible for internal systems and processes to ensure that all procedures are consistent with the companys objectives for quality control/assurance, and mortgage compliance.

* Supervise, coach, mentor, and motivate staff through one-on-one meetings, performance management, disciplinary action, development, and delegation. Assist in establishing department and employee goals and monitor individual and department progress toward goal attainment.

* Complete all required Bank Secrecy Act related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identifying and reporting possible suspicious activity.

* Performs other duties as assigned.

**Other Duties:**

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

**Job Competencies:**

* Visionary Leadership

* Strategic Focus

* Innovation

* Managing Work

* Collaboration

* Communication

* Continuous Learning & Professional Development

* Decision Making/Problem Solving

* Facilitating Change

* Delegating Responsibility

* Guiding & Developing Staff

**Education and Experience Requirements:**

* Minimum of 5 years experience in managing quality control/assurance and compliance functions

* Experience associated with the management of the post-closing and pre-funding quality control process and ability to lead and train staff on QC/QA trends, issues, and processes. Implements and follows the QC/QA, mortgage compliance policy and guidelines established.

* Excellent written and verbal communication skills with proven experience in developing and communicating policies and procedures. Ability to research and recommend policy changes and process improvements as needed and making sure to keep abreast of agency underwriting and quality control agency guidelines and requirement.

* Ability to effectively facilitate meetings, develop management reports and to report out the monthly results to senior management.

* Ability to research, evaluate, and interpret QC/QA results and to effectively communicate these to determine trends and training issues and to successfully communicate these needs to be operations/credit teams.

* Strong knowledge of all mortgage loan products, policies, procedures, underwriting, processing, funding, post-closing, and delivery methods. Excellent verbal, interpersonal, listening, and written communication skills.

* Requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment with Digital Federal Credit Union is contingent upon meeting all such requirements, including acceptable background investigation results. The S.A.F.E. registration with the Nationwide Mortgage Licensing System (NMLS) is required at the time of employment. The NMLS web site (mortgage.nationwidelicensingsystem.org) provides the questions and registration required for employment in this position

**Additional Eligibility Requirements:**

* Excellent communications skills

* Ability to handle multiple priorities

* BA/BS degree preferred

* Preferred system experience: Loan Operating System (LOS) Knowledge, Fiserv-LoanServ.

* Knowledge of Secondary Market guidelines (Fannie Mae & Freddie Mac)

**Supervisory Responsibility:**

* Manage and oversight of the mortgage services areas, which includes the supervision of Sr. Mortgage Quality Assurance, Mortgage Quality Assurance, and Mortgage QC Underwriter team member as needed.

**Work Environment:**

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

**Physical Demands:**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools, or controls and to reach with hands and arms.

**Travel:**

Less than 25% of the time. Travel to other DCU locations will be required. Attend industry conferences, continuing education and events may be required at certain times throughout the year.

**Service Excellence: The DCU Way:**

All employees are expected to provide service excellence the *DCU Way* through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of DCUs culture:

* People come first

* Do the right thing

* Make a difference

**Bank Secrecy Act (BSA):**

All Credit Union employees are required to complete all BSA re