VP, Mortgage Fulfillment

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:
* Focus - Focus your full attention by carefully listening to and observing client or member.
* Connect - Consistently be friendly and approachable. Demonstrate your care.
* Understand - Listen empathetically and ask questions (70%/30% rule).
* Counsel - Recommend solutions based on your member’s needs and objectives.
* Advance - Ensure that member’s expectations were exceeded.
* Verify necessary follow-up actions.
* Provide daily leadership, management, and support for the mortgage fulfillment function by overseeing and motivating teams, setting and achieving strategic goals, and driving key initiatives.
* Manage all aspects related to mortgage processing, underwriting, and closing staff, ensuring alignment with VyStar Credit Union policies and procedures, secondary market guidelines, and applicable state and federal regulations.
* Oversee pipeline conversion from initial consumer engagement through closing, maintaining direct accountability for outcomes.
* Lead daily operations including pipeline flow, elimination of bottlenecks, escalation management, and quality control.
* Design and continuously improve fulfillment workflows to efficiently process high transaction volumes with speed, consistency, and regulatory compliance.
* Define and maintain dashboards that offer real-time insights into conversion rates, cycle times, capacity, and consumer satisfaction.
* Ensure a positive member/borrower experience throughout the pipeline, emphasizing clear communication, predictability, and trust.
* Utilize specialized knowledge in residential lending to guide complex and atypical transactions successfully.
* Provide guidance, oversight, and development to leadership teams, ensuring adherence to departmental goals and contributing to the overall success of Real Estate Lending and VyStar.
* Direct staff in proper application of procedures and policies to deliver quality member experience.
* Monitor service level agreements and production deadlines to guarantee timely mortgage fulfillment.
* Analyze financial conditions and risks of financing requests per VyStar policies, procedures, and prevailing economic and industry trends.
* Continuously monitor industry developments and pursue innovative strategies to maintain VyStar’s competitive position.
* Ensure comprehensive training is provided for all team members to achieve compliance with federal, state, and organizational standards.
* Promote productivity, confidentiality, and security controls, offering excellent service and effective response to member requests.
* Review and advise on exceptional or extraordinary transactions and assist staff in providing services beyond established protocols.
* Resolve or escalate member issues to ensure effective resolution and investigate complaints to provide mutually beneficial solutions.
* Oversee active pipeline management to meet timing targets, enhance member experience, and mitigate reputational risk by reducing portfolio runoff.
* Guide managers across Mortgage Underwriting, Processing, and Closing in establishing expectations for work assignments and service delivery.
* Review quality control reports, recommend enhancements or training for improvement areas, and ensure implementation of necessary changes.
* Oversee staffing within the mortgage fulfillment department, ensuring proper training, performance evaluations, counseling, and documentation of personnel actions.
* Develop, recommend, and manage departmental budgets for cost-efficient operation; monitor expenses accordingly.
* Ensure accurate completion, forwarding, and retention of all records as required.
* Collaborate with peers across Real Estate Lending, VyStar, and with members to resolve issues, demonstrating professionalism and initiative as a strong team player.
* Track and report emerging trends, issues, and opportunities to the SVP, Real Estate Lending.
* Develop and administer ongoing training programs in coordination with internal stakeholders.
* Foster positive relationships with Mortgage Origination (Sales) partners and…