Mortgage Process Improvement and Content Specialist

Job Summary

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. 

The Mortgage Process Improvement and Content Specialist reports to the Senior Manager, Mortgage Loan Operations.

About UFCU

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures.

In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values:

Purposefully Member-Obsessed

We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success.

Possibilities Reimagined

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

Performance Excellence Rooted in Unwavering Integrity

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

Essential Functions

• Embrace and promote a change-oriented and continuous process improvement culture.
• 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.

Other

• Adhere to all company policies, procedures, and business ethics codes and communicates and implements these norms within the team.
• Complete required regulatory training as assigned.
• Comply with all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.
• Perform other duties as assigned.

Knowledge/Skills/Abilities

Knowledge

• 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
• Process Improvement Methodologies: Familiarity with Lean, Six Sigma, or other continuous improvement frameworks as applied in financial services.
• Documentation Standards: Knowledge of how to create and maintain standard operating procedures and process documentation in a regulated environment.
• Change Management: Understanding of how process changes impact people, systems, and compliance within the organization.
• 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.

Skills

• Advanced professional verbal and written communication skills with excellent editing and presentation skills
• Excellent ability to create clear, concise, and accurate process documentation and training materials.
• Strong analytical and research skills with the ability to translate, quantify, and manipulate complex information
• Ability to work cross-functionally and build consensus among diverse teams.

Abilities

• Ability to manage or support projects, prioritize tasks, and meet deadlines while balancing multiple initiatives.
• Ability to ensure documentation accuracy and process compliance.
• Aptitude for identifying root causes of process issues and developing practical solutions.
• Expert ability to handle varying opinions and friction points, properly resolve conflict, and maintain neutrality in all projects and process improvement efforts.
• Ability to maintain confidentiality regarding highly sensitive information.

Core Competencies

• Delivering Member Obsession
  • Seeks to understand customers
  • Identifies member service issues
  • Drives member-focused practices
  • Assures member satisfaction
• Delivering Performance Excellence
  • Maintains focus
  • Measures progress and outcome
  • Ensures accountability
• Delivering Innovation
  • Inspires curiosity
  • Challenges current thinking
  • Supports experimentation
  • Advances ideas to the next stage

Experience

Minimum 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