Description

Requirements

ESSENTIAL DUTIES

• Lead departmental projects, process improvements, and system enhancements to increase efficiency, accuracy, and scalability.
• Maintain and update departmental procedures and system documentation. 
• Serve as a resource to management for operational analysis, reporting, and workflow optimization. 
• Support mortgage underwriting as needed, including reviewing and evaluating loan files using internal and general underwriting guidelines to determine applicant creditworthiness. 
• Oversee and develop workflow management for processing and servicing functions to ensure balanced workloads, efficient pipelines, and appropriate staffing coverage. 
• Monitor loan pipelines, closing timelines, and funding activity to ensure timely closing and delivery of sold loans. 
• Troubleshoot and resolve escalated processing issues, customer concerns, and internal inquiries. 
• Manage departmental administrative functions, including approval of invoices related to appraisals, title, recording, and related services. 
• Oversee quality control and compliance functions, including internal file reviews, coordination of external and third-party audits, and resolution of audit findings. 
• Oversee loss control activities related to mortgage processing. 
• Oversee departmental reporting and data integrity, including HMDA reporting, EOD/EOM processes, MERS reporting and certification, and investor certifications and renewals. 
• Ensure accurate tracking and reporting of appraisal, escrow, portfolio, and production data, as well as preparation of monthly, quarterly, and annual reports, including year-end tax reporting. 
• Maintain comprehensive knowledge of mortgage and consumer lending guidelines, including investor requirements (e.g., Fannie Mae, Freddie Mac, FHA, VA, RD), regulatory standards, fair lending laws, and Valley’s internal policies and procedures. 
• Ensure adherence to regulatory requirements, investor guidelines, and internal policies and procedures. 
• Supervise, direct, and support mortgage and consumer loan processing and servicing staff, including workload distribution, performance management, and staffing coverage to ensure timely, accurate, and compliant loan processing. 
• Provide training, coaching, and ongoing development, including onboarding, system updates, regulatory changes, and investor requirements. 
• Lead team meetings, training sessions, and departmental communications. 
• Promote Valley’s Service Standards and support a positive workplace culture. 
• Provides backup to the processing and servicing functions, as needed. 
• Perform other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

• Ability to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. 
• Knowledge of word processing, spreadsheet, email software, and use of the Internet. Must be proficient in Microsoft Office programs including Word and Excel.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate interest, commissions, discounts, proportions, and percentages and to compute rate, ratio, and percent. 
• Ability to demonstrate high levels of accuracy and attention to detail. 
• Ability to deal calmly and professionally with diverse personalities and cultures at various levels within and outside of the organization. 
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedures. 
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. 
• Ability to communicate with others inside and/or outside the organization, generally regarding routine matters for the purpose of giving and obtaining information, as well as advising or referring. 
• Ability to establish priorities, set goals and meet deadlines in an accurate and efficient manner. Ability to effectively handle multiple, simultaneous, and changing priorities. 
• Ability to exercise courtesy, tact, and diplomacy. Ability to demonstrate highest levels of customer service and discretion when dealing with the public.

Summary

RESPONSIBILITIES & EXPECTATIONS
Demonstrate and consistently follow Valley's Cultural Beliefs:

• Own It – accountable for work / achieving goals
• Know It – knowledgeable of products and services to help members
• Find a Way to Say YES – focus on what we can do
• Come Together – work well with others / share knowledge
• Community Servers – positive ambassador
• Relationship Matters – develop and maintain positive relationships. 

Know and understand the mission and vision of the Credit Union. Strictly adhere to the Credit Union's policy of confidentiality, security, professional conduct, and dress. 

Maintain a professional image when working with members and coworkers. 

Maintain current knowledge of all rules and regulations and perform at all times in compliance with laws and regulations relating to the position and Credit Union. 

Develop a thorough knowledge of Valley’s products and services in order to explain and promote them to members and nonmembers based on their needs. 

Maintain absolute integrity and high sense of ethical behavior, both on and off the job. 

Serve as a representative of the Credit Union by participating in community and civic functions and professional organizations. 

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

SUPERVISORY RESPONSIBILITIES
Supervises, either directly or indirectly, all employees in the Mortgage and Consumer Loan Processing departments. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, training and coaching employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

Develop and set performance goals for the department. Ensure that the staff understand the goals and objectives and provide the necessary information, tools, coaching, and training to achieve those goals and objectives. 

EDUCATION and/or EXPERIENCE
Associate degree (AA) or equivalent from two-year college or technical school; minimum of five to ten years of similar or related experience, including time spent in preparatory positions; or equivalent combination of education and experience. 

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. 

While performing the duties of this job, the employee is regularly required to sit and/or stand; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Able to routinely perform work on computer for an average of 6-8 hours per day, as necessary.