Summary/Objective

Lead and develop the mortgage processing team to meet service, quality, and turnaround-time goals. Ensure processing activities follow investor, insurer, and regulatory requirements, and support continuous improvement of workflows and controls.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Lead a mortgage processing staff, including hiring input, onboarding, training, coaching, and performance management to achieve established service-level and quality metrics.
• Manage daily pipeline flow and capacity; monitor turn times and exceptions; and provide regular status and metric reporting to leadership.
• Support strategic initiatives assigned by Executive Management, including process improvements, controls, and technology enhancements.
• Lead development initiatives to strengthen team capability and performance, including skills development plans, cross-training, and mentoring.
• Maintain and update processing procedures to support compliance with applicable laws, regulations, and internal policies.
• Maintain current knowledge of investor and mortgage insurer requirements and ensure procedures and training reflect updates.
• Manage vendor relationships (e.g., private mortgage insurers, appraisal management companies, and fraud/risk tools), including issue resolution and periodic performance reviews.
• Perform other duties as assigned that are consistent with the role and business needs.

Competency

• Knowledge of mortgage processing, loan programs, and related workflows.
• Attention to detail and strong organizational skills; ability to prioritize multiple deadlines in a production environment.
• Strong interpersonal skills, including the ability to provide timely, constructive feedback.
• Ability to work independently, exercise sound judgment, and escalate issues appropriately.
• Analytical and problem-solving skills.
• Strong verbal and written communication skills.
• Strong hands-on leadership skills.
• Demonstrated leadership in mentoring, coaching, and cross-training team members to build depth, consistency, and coverage.

Work environment

Physical demands

• Prolonged periods of sitting.
• Frequent use of a computer monitor and other office productivity tools.
• Frequent hand and finger use for handling and operating standard office equipment.

Travel required

Minimal, as needed.

Required education and experience

• 8+ years of mortgage processing experience.
• 5+ years of prior mortgage processing leadership experience. 
• High school diploma or equivalent (required).
• Proficiency with Encompass, Microsoft Word, Excel, and Outlook.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced, team-oriented environment and adapt to changing priorities.
• Demonstrated time-management and prioritization skills.

Preferred education and experience

• Prior credit union experience.

Additional eligibility requirements

• None.

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. 

Equal Employment Opportunity

We are an equal opportunity employer and do not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.