Manager - Mortgage Loan Processing

Job Summary

The Manager, Mortgage Loan Processing embodies member advocacy and results orientation, coordinates and directs all mortgage loan processing activities, and monitors the performance of the mortgage loan processing team. This role helps recruit and hire new operations team members and provides ongoing training, support, and problem solving while upholding the Credit Union’s mission, vision, and values.

The Manager, Mortgage Loan Processing 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

Coaching and Mentoring

• Provide ongoing coaching and leadership development to team members
• Continually seek opportunities for ongoing professional growth and learning for themselves as well as their team.
• Utilize leadership and motivational techniques to create and maintain a positive work environment and a high-performing, cohesive team.
• Contribute to the evolution of UFCU’s culture and strategic vision as well as the achievement of organizational and team goals.

Mortgage Loan Processing Management

• Manage and provide oversight of mortgage processing loan production, lending compliance, quality assurance, and adherence to policies and procedures.
• Facilitate daily problem solving, including teaching team members where to find the answers and assisting with income calculations on all income types as needed.
• Stay current on guidelines, industry standards, laws, regulations, and compliance for all loan products, including Conventional, FHA, VA, USDA, and Non-QM lending.
• Expertly demonstrate knowledge of aspects within the processing functions and effectively provide direction in mortgage processing activities in support of lending operations and core UFCU values.
• Maintain and build positive relationships with key vendors and other internal and external partners including the lending management team.

Pipeline Management

• Manage the pipeline daily to ensure loans are progressing in a timely manner to keep the daily report as accurate as possible. This includes monitoring milestone turn times throughout the process.
• Manage the distribution and balance of the workload including reassignments amongst the teams to provide a consistent member experience.
• Work with Senior Manager, Mortgage Operations to establish team and individual goals.

Staffing and Training

• Assist Senior Manager, Mortgage Operations to recruit and hire new team members.
• Provide ongoing training and support of mortgage processing team, including continuous process management and improvement, and work with Underwriting and Quality Control to discover trends and opportunities for training.
• Lead onboarding and training of new processors.
• Oversee scheduling and timecard management. Work with the team to manage the schedule to ensure adequate coverage to provide consistent member experience.
• Assist with coverage when team members are out of the office.

Other

• Performs other duties as assigned.
• Adhere to all company policies, procedures and business ethics codes.
• Complete required regulatory Training as assigned.
• Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to your role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.

Knowledge/Skills/Abilities

• Expert knowledge of current mortgage lending laws and regulations, understanding of documentation relating to residential real estate lending, and familiarity with credit union philosophies and practices.
• Fully knowledgeable of all aspects of the federal and state regulations dealing with Mortgage and Home Equity lending.
• Expert knowledge of mortgage lending file organization and the related documentation associated with mortgage files.
• Well-developed ability to manage multiple tasks/projects and deadlines simultaneously.
• Strong knowledge of the mortgage process, documentation, requirements; governmental and agency requirements; and terminology.
• Strong verbal and written communication skills.
• Superior customer service skills are essential.
• Ability to consistently and effectively make evaluative judgments.

Core Competencies

• Delivering Member Obsession
• Seeks to understand customers
• Identifies customer 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

• High School Diploma or equivalent
• Minimum of five (5) years mortgage lending experience
• Minimum of three (3) years of formal or informal management and leadership experience developing, influencing, or leading teams.
• Must be bondable.

Preferred Requirements

• Bachelor’s degree
• Experience in mortgage loan processing, underwriting, and/or shipping.
• Prior credit union experience.

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus.
• Employee will make extensive use of the telephone and virtual communications requiring the ability to explain complex information effectively and accurately.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.

• This position is required to frequently work at UFCU Plaza in Austin, Texas.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• May occasionally move from one work location/branch to another.
• This position may involve periodic stressful conditions.
• Public contact position, requiring appropriate professional appearance.
• Frequent computer use at a workstation of up to two hours at a time.
• The noise level in the work environment is usually

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.