Mortgage Operations Manager

Job Overview

The Mortgage Operations Manager manages the mortgage operations team—including processing, underwriting, and closing—to ensure efficient day‑to‑day operations, compliance, and service quality.

This role collaborates closely with the Mortgage Lending Manager to streamline processes and works with other departments to support organizational growth and member service.

Lead and communicate all mortgage compliance changes, including regulatory updates, exam requirements, and secondary market guidelines. Coordinate related changes with staff and other departments. Partner with the Mortgage Lending Manager to ensure an efficient, timely mortgage origination experience and conduct regular staff meetings.

Serve as the primary contact for Fannie Mae, FHLB, USDA/GRH, and other investors regarding underwriting, selling, and funding issues. Manage vendor relationships with private mortgage insurance companies, title companies, and appraisal providers.

Direct workflow and loan distribution among mortgage operations staff to maintain efficiency and service quality. Maintain a strong understanding of credit union policies, ensuring operational soundness and compliance. Work with Appraisal Review to ensure appraisal policies are followed and compliance requirements are met.

Collaborate with processing, underwriting, and closing teams to ensure timely pipeline management, minimize credit risk, and support accurate secondary market delivery. Serve as NMLS Administrator for applicable staff and act as primary or backup administrator for origination and servicing software.

Create operational reports and monthly production reporting as needed. Prepare for and respond to audit findings from investors, third‑party auditors, examiners, and internal audit; train staff on corrective actions. Support and implement projects related to the Mortgage Loan Department and prepare annual reports, reviews, and investor filings.

Represent the Credit Union in community, business, and industry organizations to support public relations and vendor relationships. Supervises and coordinates activities at all levels of the mortgage operations functions, utilizing Integrity Coaching for consistent coaching, development, and performance review.

Plan, prepare, and schedule staff in accordance with budgets and workloads to maintain proper staffing. Develop and maintain a budget, hire, train, coach, and discharge staff in consultation with Human Resources. Provide orientation, training, coaching, and cross‑training to ensure quality service.

Communicate with other departments and management to resolve problems, expedite work, and maintain constructive relationships. Resolve complaints, answer questions, and maintain confidential records securely.

Proficiency in intermediate mathematical calculations, including interest rate analysis.

Skillful in retrieving and entering data within loan systems and credit bureau platforms.

Strong understanding of the financial and operational requirements of a Credit Union, with a professional demeanor and appearance.

Excellent interpersonal, verbal communication skills, and knowledge of federal and state regulations governing depositor and lending practices.

Ability to draft clear, accurate correspondence and reports and work with a wide range of personalities effectively and efficiently.

Knowledge and application of current financial service industry standards, laws, and regulations. Adept at presenting ideas and reporting facts clearly and concisely.

Basic knowledge of the Microsoft Suite (Outlook, Word, Excel, PowerPoint) and proficiency with general office equipment.

Mid‑Senior level

Full‑time

Management and Manufacturing

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