Engagement and Onboarding Manager

Description

The Engagement and Onboarding Manager is responsible for delivering a high‑touch, structured onboarding experience for newly hired and transferred Loan Officers and Loan Officer Assistants. This role serves as a central liaison across departments, ensuring new team members are operationally ready, compliant, and positioned for early production success. Through training, coordination, and ongoing support, the Specialist reinforces company standards, promotes adoption of core systems, and helps integrate new hires into the culture and workflows of the organization.

• Onboarding & Experience Management
  • Own the end‑to‑end onboarding experience for newly hired and transferred Loan Officers and Loan Officer Assistants, ensuring a seamless, efficient, and compliant transition into production.
  • Serve as the primary liaison between new hires and internal departments to facilitate communication, remove barriers, and ensure alignment.
  • Coordinate system access, credentials, and tools to ensure new hires are fully operational by their start date.
  • Provide ongoing mentorship and guidance to reinforce expectations, best practices, and company culture.
• Training & Education
  • Deliver a comprehensive “Day in the Life of a Loan” overview, including entity‑specific workflows such as application submission, locking, and exception processes.
  • Act as a subject‑matter expert on core systems/platforms/tools through in‑depth training to ensure efficient system adoption, including LOS/Empower, Xactus, Docu Sign, Data Verify, Pricing Engine, Salesforce, Mortgage Coach, MBS Highway, Ring Central, and Concur.
  • Provide foundational education on loan product offerings, pricing structures, and eligibility guidelines to support early production success.
• Marketing & Business Development Support
  • Introduce and reinforce marketing best practices aligned with company standards and regulatory requirements.
  • Provide guidance on tools and resources such as MOD, MAXA, business cards, and signature standards.
• Compliance & Risk Awareness
  • Ensure Loan Officers understand and adhere to RESPA and regulatory compliance requirements throughout the origination process.
  • Reinforce operational standards and elevate potential risk areas as needed.
• Operational Tracking & Continuous Improvement
  • Utilize systems and light project management discipline to track onboarding milestones, completion metrics, and potential risk areas.
  • Partner with leadership to continuously improve onboarding processes and training effectiveness.

• Experience in mortgage operations, onboarding, training, or production support.
• Strong understanding of the loan origination lifecycle and compliance requirements.
• Proficiency in mortgage systems and CRM platforms.
• Exceptional organizational, communication, and stakeholder management skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Bachelor's degree or equivalent experience (Preferred).
• NMLS license/registration required.
• 5 years of experience in mortgage operations, onboarding, training, or product support.