Assistant Manager, Mortgage Loan Operations; Processing

Mortgage Loan Production Manager

To assist with planning, managing and directing the functions of mortgage loan production from loan origination through closing in an assigned geographic area. Ensure excellent member service, maximize operational efficiency and minimize risk and losses to NFCU. Assist with establishing and implementing performance standards to increase productivity and enhance member service. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals.

Manage daily activities of professional employees and/or supervisors. Support senior management in developing and executing strategic plans. Act as Manager in the incumbent's absence.

Assist with developing branch strategy, establishing priorities and setting goals; evaluate and implement standards to ensure alignment with department/organizational objectives

Manage and direct operations to ensure production goals, service level agreements and corporate objectives are met

Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards

Assist with conducting benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency

Identify and resolve operational and performance gaps and obstacles; recommend and implement changes and improvements

Develop, recommend, implement, and communicate new and/or changes to loan programs and products

Analyze loan risk in accordance with investor standards and desktop underwriter requirements

Identify discrepancies and/or errors and direct staff to take appropriate action

Investigate escalated member inquiries/complaints and take appropriate action

Provide guidance and direction to staff regarding member related matters, operational issues, processing, policy, account management, underwriting, and closing functions; authorize appropriate solutions to resolve issues

Ensure member contact is performed in accordance with established SLAs

Maintain thorough knowledge of, provide guidance, and ensure compliance with applicable federal and state laws, rules, regulations (e.g., RESPA, MDIA, TIL, ECOA) and NFCU, NCUA, and CFPB policies and procedures

Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions

Perform quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and NFCU policies and procedures

Remain alert to threats to loan security, fraudulent applications, and other questionable practices that may negatively impact the integrity of the loan portfolio

Address and resolve internal/external audit questions and findings

Organize and promote a work environment that emphasizes member service, creativity, quality, productivity, and partnership

Collaborate with other business units to analyze and improve procedures and resolve problems to ensure high quality member service

Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request

Provide management with reports and comparative analyses; identify trends and recommend changes

Lead and/or represent branch in change management efforts, cross-functional initiatives and department/organization projects

Assist with overseeing training and development programs for staff; provide training to staff; assist with evaluating training programs to ascertain effectiveness

Perform supervisory/managerial responsibilities

• Ensure adequate/skilled staffing; select employees
• Establish performance goals and priorities
• Prepare, conduct and review performance appraisals
• Develop, mentor and counsel staff
• Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
• Ensure section/branch goals and objectives align with division/department strategy
• Ensure efficiency of operations
• Leadership Level – Supervise daily activities

Perform other duties as assigned

• Bachelor's degree in Finance, Economics, Business Administration, or related field, or an equivalent combination of education, training, and experience
• Advanced knowledge of applicable federal and state laws, rules and regulations
• Advanced knowledge of FHA, VA, FNMA,…