AVP, Mortgage Operations & Compliance Manager

Job Details:
Level: Management,

Job Location:

Headquarters
- Marlborough, MA, Position Type:
Full Time, Salary Range: $90000.00 - $115000.00

Salary/year, Job Category:
Banking,

Title:

AVP, Mortgage Operations & Compliance Manager FLSA Status:
Exempt Employment Status:
Full Time Department:
Retail Lending

Location:

Headquarters/Hybrid Eligible

Reports To:

VP, Retail Lending Operations & Investor Relations Date Prepared:
September 18, 2026 Human Resources Review:
September 22, 2026

SUMMARY:

Reporting to the VP, Retail Lending Operations & Investor Relations, the Mortgage Operations & Compliance Manager is responsible for overseeing residential lending operations, regulatory compliance, and continuous process improvement initiatives. This role leads assigned mortgage operations staff, ensures compliance with applicable banking regulations, manages investor delivery functions, serves as the Bank's MERS Officer, and provides underwriting support and authority for residential and consumer lending.

The position requires strong technical expertise in mortgage operations, secondary market delivery, compliance management, technology support, and workflow optimization. Additionally, it is expected that this position assists with projects that affect the department and the bank, acts as a resource for other team members and embraces the established sales and service culture to maximize their contribution to the Bank’s goals.

After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with consistent availability expected during core business hours and agreed upon number of days per-week/month on site. A fully remote arrangement will be considered with established annual meeting presence.

• Oversee compliance with applicable mortgage and consumer lending requirements, including HMDA, ECOA, Fair Lending, flood insurance, and other related regulations.
• Manage the collection, validation, monitoring, and reporting of HMDA data for the annual Loan Application Register.
• Coordinate internal, external, and regulatory audit requests; track findings and ensure corrective actions are completed and sustained.
• Perform or oversee flood reviews and provide guidance on regulatory and policy requirements.
• Maintain current knowledge of regulatory changes and translate changes into procedures, controls, and staff guidance.

• Provide primary and backup support for mortgage loan lock administration.
• Oversee mortgage pipeline management to promote timely processing, issue resolution, closing, and delivery.
• Manage secondary post-closing conditions, investor suspense items, and loan purchase requirements.
• Coordinate secondary market and investor delivery activities and manage gain-on-sale reporting and related performance metrics.
• Conduct mortgage vendor analysis, monitor service and performance, and recommend industry best practices and operational enhancements.
• Perform or oversee mortgage-related general ledger reconciliations and resolve outstanding items.

• Maintain underwriting authority for residential mortgage and consumer loans in accordance with Bank policy and delegated limits.
• Conduct appraisal and second-decline reviews and provide guidance on complex credit decisions, exceptions, and risk‑mitigation strategies.
• Provide backup underwriting support to ensure business continuity and appropriate service levels.
• Serve as a resource regarding Bank credit policy, underwriting guidelines, and investor requirements.

• Own, develop, maintain, and periodically review departmental policies and procedures to ensure accuracy, consistency, and regulatory alignment.
• Lead continuous business process improvement efforts across mortgage workflows, with a focus on efficiency, quality, controls, and customer experience.
• Provide functional support for Encompass and other mortgage technology platforms, including workflow configuration, testing, issue resolution, and implementation of system enhancements.
• Partner with internal stakeholders and vendors to identify technology and process opportunities that improve operational performance and reporting.

• Serve as the Bank's designated MERS Officer and complete required attestations, reports, certifications, and related administrative…