Retail Mortgage Operations Manager

Essential Duties and Responsibilities: Other duties as assigned.

• Monitors telephone calls, abandonment ratios, call waiting times and adjusts stay within Credit Union Guidelines.
• Completes all annual secondary market investor re-certifications and ad-hoc requests and research.
• Reviews and documents quality control audits of Retail and Home Equity mortgage loan packages to measure department efficiencies, compliance with investor delivery guidelines as applicable and pass through ratios.
• Assists with mortgage system software implementations, updates, and changes to develop best system processes.
• Supervises all secondary marketing activities and staff, including daily pricing, lock management, reporting, investor relationships and profitability.
• Remains cognizant of and adheres to Credit Union policies and procedures, and regulations pertaining to the Bank Secrecy Act.
• Works closely with the Vice President of Real Estate Lending on special projects, reporting requirements, policy and procedural reviews and adjustments and coordination with other departmental communication.
• Obtains reports from mortgage software and core computer systems and evaluates for efficiencies and mortgage flow management.
• Assists in the development, coordination, and maintenance, of real estate lending policies and procedures including quality control.
• Identifies researches, analyzes, and recommends additional loan programs and agency offerings that can enhance profitability and loan volume.
• Reviews all investor’s guideline updates and disseminates information to management and staff.
• Assists in evaluating and recommending waivers and exceptions as applicable.
• Acts as point of contact with applicable vendor representatives for issues, invoice reviews, resolution of conflicts and maintaining ongoing business relationships.
• Coordinates overall daily processes with Retail Mortgage supervisors of origination, underwriting, QC/Compliance, and Home Equity to ensure smooth procedural flow within expected pipeline delivery timeframes.
• Supervises all sales assistant, processor, closing, and post-closing activities and staff, including duties, timelines, completeness of files, trailing docs, system setup, and coordination with internal loan servicing department handoff, and delivery systems management.
• Supervises of preparation and delivery of loan packages for secondary marketing sales.
• Ensures staff adheres to all required investor and program guidelines and instructions.
• Assists in the underwriting process when required.
• May perform confidential monthly administration duties relating to loan officer origination commissions earned.

Education and Experience:

• General mortgage underwriting knowledge and background preferred working with Fannie, Freddie, VA, FHA, and other secondary market investors.
• All aspects of post-closing functions and delivery to multiple investors.
• All aspects of secondary marketing relating to the areas described under duties and responsibilities.
• Minimum of three years of experience in a supervisory / management position.
• Demonstrable responsibility in ensuring compliance with state and federal regulations on a program-wide basis.
• Closing process knowledge as it relates to timing, planning, documentation, compliance, and preparation.
• Demonstrable experience training staff on loan programs and offerings.
• Demonstrable experience in researching and analyzing agency offerings from federal, state, and local agencies to determine profitability and viability of offerings.
• Five years related recent experience with:

Supervisory Responsibilities:

• Include interviewing, making recommendations for hiring, and training employees; planning, assigning, and directing workflow; internal problem resolution; member problem resolution; investor problem resolution, employee attendance and timesheets, and “Connections” communication.

Personal Attributes:

• Excellent critical thinking skills; logical thinker.
• Measured temperament – able to calmly work thru timelines, escalations, and errors.
• Keen attention to detail.
• Excellent written and oral communication skills.
• Strong organization and time management skills; works efficiently.

Our generous benefit package includes:

• Profit Sharing eligible
• Dental
• Paid vacation
• Pet Insurance
• $110,000 - $151,250 / Annually
• 401(k) match to 6% of earnings – immediate enrollment and 100% vesting
• Employee Assistance Program – no cost
• Long-term Disability Insurance – no cost
• Identity Theft Protection
• Life Insurance – no cost
• Vision
• Choice of two health plans
• Paid sick time
• 11 Paid holidays