Mortgage Operations Supervisor

Position: Mortgage Operations Supervisor

Department: Credit Administration

Classification: Exempt-Salaried

Job Grade:  Officer

Revised Date: 04/24/2025

Position Summary:

The Mortgage Operations Supervisor will be responsible for overseeing and optimizing the operational processes of the mortgage division, from loan origination to closing. This position will work closely with the Loan Servicing Manager and Chief Credit Officer to ensure timely, efficient, consistent, and accurate loan processing while ensuring compliance with internal policies and industry regulations.

The Mortgage Operations Supervisor will direct, administer, participate and coordinate the activities of the mortgage lending and mortgage/retail loan processing functions in accordance with established Bank goals and objectives.  This position will direct and participate in the establishment of residential lending goals; return on investment objectives; the development and implementation of policies and programs to ensure the achievement of those goals. 

This position will work extensively with the secondary market programs and must know Fannie Mae, Freddie Mac, Jumbo, MHFA, FHA, VA, MI and RD underwriting guidelines, and guidelines for all investors for which Citizens Alliance Bank has delegated underwriting authority.

This position will report to the Loans Servicing Manager in the Credit Administration department.  The level of this position is based on years of service, education and/or equivalent experience, knowledge level and skill set.

Essential Functions:

To perform this job successfully, an individual must be able to perform each Essential Function and Skill satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

1. Train, supervise, mentor, and manage mortgage operations staff.

2. Conduct performance reviews, provide feedback, and set professional development plans for direct reports.

3. Develop and implement training guides and continuous coaching for mortgage operations staff.

4. Process Optimization includes but not limited to;

5. Oversee the Encompass LOS program to ensure smooth workflow across all stages of the mortgage process (origination, processing, underwriting, pricing, closing and funding).

6. Streamline processes to improve efficiency and reduce processing times without compromising compliance or customer satisfaction.

7. Monitor loan pipeline and re-assign files as needed to maintain reasonable workloads and ensure timely processing.

8. Assist MLO's and partners in addressing, resolving and responding to any customer concerns related to the processing of the mortgage loan.

9. Compliance and Risk Management includes but not limited to;

10. Ensure compliance with all relevant federal, state, and local regulations, including TILA, RESPA, HMDA, and other mortgage-related laws.

11. Develop and implement procedures to mitigate operational risks and ensure compliance with regulatory changes and company policies.

12. Serve as a point of escalation for client issues and work with staff to resolve customer concerns in a timely manner.

13. Be point of contact for compliance, externa audit and exam reviews of mortgage loans.

14. Maintain current knowledge of FHLB-MPF and other vendor requirements for loan servicing.

15. Reporting and Coordination includes but not limited to;

16. Provide regular reporting to the Loan Servicing Manager, Chief Credit Officer and the Senior Market Manager on key operational metrics, performance, and loan pipeline.

17. Liaison between sales, processing, underwriting, and closing departments to ensure seamless communication and coordination throughout the loan process.

18. Collaborate with IT department and mortgage service vendors to troubleshoot. system issues and enhance mortgage technology capabilities.

19. Act as FHLB-MPF Bank Representative including eMPF Security Administrator to add, edit and delete MPF Authorities associated with delegation of authority for MPF Access. 

20. Perform other duties as assigned.

21. Travel for trade and industry schools and seminars.

22. his position requires a valid Driver’s License.

                  23. Regular attendance and punctuality when reporting to work.

24. This position may require installation of a Multi-Factor Authentication (MFA) app on an employee’s personal mobile device. THE MFA apps are used to authenticate a user’s identity to the system for security purposes.

25. All employees are expected to exemplify and follow our core values.

               26. Adhere to and comply with all applicable, federal, and state laws, regulations, and guidance, including those related to BSA/AML, as well as adhere to the Bank’s                  policies and procedures.

Citizens Alliance Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual preference or orientation, gender identity, gender expression, national origin, disability, veteran status and all other protected classes.

Core Values:

Humility - We are “blue-collar bankers”. We are relatable, down-to-earth people who greet our smallest customer the same way we greet our largest.

Respectful, Genuine Care for Others - We care about each other, we care about our customers, and we care about our communities.

Finds A Way - This simply put, is nothing more than attitude. It’s a can-do spirit, a desire to help, to contribute, to go above and beyond, and to make a difference.

Effort - We expect a lot of ourselves and hold ourselves to a high standard. We are not entitled, and we need to earn it from our customers and each other every day.

Owning-It - Owning-It or Accountability is a big word that can encompass a great many things. For Citizens Alliance Bank, it’s about ownership. When an employee says they will do something, they follow through and get it done.

Educatuion and Experience: 

Required - High School diploma or GED, Etc.

Required - Continuing Education to maintain job knowledge.

Required - Five plus years of mortgage banking experience.

Required - Expert knowledge of mortgage industry and operations.

Required – Previous management experience.

Preferred - Three to Five years of customer service experience.

Preferred - Proficiency in Microsoft Suites.

The employer has the right to revise this position description at any time. The position description is not a contract for employment.