Manager, Mortgage Operations

Date posted:

Department:

Lending

Location:

Long Island City (HQ) - Queens, NY

Description:

Maintains UNFCU’s commitment to provide quality service to members by overseeing the mortgage processing and closing staff. Responsible for the accuracy and expediency of mortgage operations activities, and that processing and closing goals are achieved. Ensures an efficient mortgage loan process and that all loans are completed in compliance with UNFCU loan policy, federal, state and NCUA regulations and laws, and secondary market guidelines. Ensures that mortgage loans are fulfilled in a timely manner to exceed member service expectations, and provides overall operational support to the Mortgage Originations team. Responsible for maintaining credit quality and exceptional application processing standards, as well as assisting and providing back-up to the VP – Mortgage Underwriting & Operations with managing implementation, testing, updates and maintenance of mortgage lending technologies while conducting first line system administration for all mortgage loan origination systems.

Accountabilities:

• Manage and direct the daily activities of mortgage processing and closing; responsible for mortgage lending functions which include compliance, processing, closing, modifications and funding.
• Monitor the workflow of the processing and closing staff - determine critical development areas, resolve problems as they arise, and ensure proper staff coverage levels.
• Effectively manage new and existing mortgage applications in the pipeline to ensure proper service levels are maintained. Ensure quality standards are achieved for all facets of processing, closing, funding and modifications. Ensure that all loans are disclosed in accordance with all applicable regulations.
• Review daily pipeline report to monitor outstanding files, including aged loans, and reduce turnaround times. Ensure that workflows are balanced with minimal constraints that result in inefficiency.
• Develop metrics to define factors which lead to success in the areas of production, member service, efficiency, quality and compliance.
• Provide direction to staff on processes and procedures designed to provide superior member service, efficiency and quality, while remaining in full compliance with regulatory and investor requirements.
• Work with mortgage originations to review their priorities and ensure all loans are being reviewed weekly by the processor and that the loan officer is updated accordingly.
• Assist processing and closing staff in resolving loan file issues. Resolve member complaints/problems relative to the mortgage loan process. Assist with processing and closing during periods of peak activity to ensure mortgage loans are processed on a timely basis.
• Deliver training programs for staff and others. Assist in the preparation of various reports for management, auditors and examiners.
• Analyze reports daily to confirm that compliance regulations are being met.
• Review various vendor invoices, confirm accuracy, and approve in the Workplace system for timely payments.
• Monitor changes and additions to loan programs and procedures, and communicate to staff.
• Review and ensure compliance of legal documents. Monitor quality control reviews by report findings received and inform staff of issues as well as identifying training opportunities. Provide research, responses, training and procedures as findings require.
• Perform all duties inherent to a managerial role: interview and select qualified candidates for employment; train, monitor, coach, develop, and evaluate staff; prepare and administer performance evaluations; complete and maintain monthly and yearly accountability reports for each team member to ensure they are meeting accountabilities for their position; promote teamwork and cooperation within the Mortgage Operations Department and across the Credit Union; identify training needs of the department and plan, coordinate, and schedule staff training opportunities.
• Collaborate with other managers, within Lending and across business lines, to enhance and/or improve member service. Encourage referrals to business partners, including the CUSO and Consumer Lending.

Qualifications:

TYPE & AMOUNT OF EXPERIENCE:
• Bachelor’s degree and 7-10 years experience as a Mortgage Operations Manager
• Proven ability to motivate staff and plan, organize, implement, and administer a department that has both local and remote staff

TECHNICAL COMPETENCIES:
• Full range of mortgage operations knowledge
• Strong knowledge of secondary market guidelines, compliance regulations, reading and analyzing credit reports, fundamental accounting principles, immigration regulations and underwriting principles
• Advanced knowledge of the complete mortgage application process and all regulations, including TRID, that apply to mortgage transactions
• Proficiency with MS Office and applicable mortgage software

BEHAVIORAL COMPETENCIES:
Leading the organization:
• managing change
• solving problems and making decisions
• managing politics and influencing others
• taking risks and innovating
• setting vision and strategy
• managing the work
• enhancing business skills and knowledge
• understanding and navigating the organization
Leading the self:
• demonstrating ethics and integrity
• displaying drive and purpose
• exhibiting leadership stature
• increasing your capacity to learn
• managing yourself
• increasing self-awareness
• developing adaptability
Leading others:
• communicating effectively
• developing others
• valuing diversity and inclusion
• building and maintaining relationships
• managing effective teams and work groups

WORK ENVIRONMENT/CONDITIONS:
• Standard office conditions

In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.