Mortgage Process Improvement and Content Specialist

Mortgage Process Improvement and Content Specialist

Job Category
:
Lending

Requisition Number
: MORTG
004174

Posted:
May 20, 2026 | Full-Time | Hybrid

Locations:
Showing 1 location

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.

• 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.

• 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

• 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…