Mortgage Operations Manager

The primary function of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community.” One of the primary means to achieve this mission is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership while ensuring that outstanding service is delivered to both internal and external members and stakeholders.

The Mortgage Services Operations Manager is responsible for managing the workflow and team members associated with the origination and servicing of all residential real estate loans, mortgage product offerings, and new applications, including the processing, onboarding, and funding of mortgage loan requests. The Mortgage Services Operations Manager will coordinate with the Mortgage team members and members to ensure timely, accurate completion of all mortgage applications and servicing related requests. The incumbent ensures compliance with internal policies and procedures and state and federal regulations, ensures all loan documentation is complete and accurate, and conducts pre-closing QC reviews to assess credit risk and compliance. The Mortgage Services Operations Manager is responsible for attaining established individual and departmental goals and ensures all activities run smoothly and efficiently for the department. The incumbent ensures maximum profitability of lending activities that are also in the best interest of the member.

Community Credit Union of Florida is an equal opportunity employer (EEO) that supports a drug-free workplace.

ESSENTIAL DUTIES

The Mortgage Operations Manager will oversee the daily operations of the mortgage department, ensuring efficient processing, complete submissions to underwriting, and the closing of mortgage loans. This role requires a strong leader with extensive knowledge of compliant mortgage lending, excellent organizational skills, and the ability to manage the originations team effectively.

1. Demonstrates enthusiastic support of corporate mission, core values, and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.
2. Deliver service to both internal and external members that is in alignment with the credit union’s Service Promises and meets all established service goals.
3. Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization.
4. Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.
5. Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
6. Additional role-related duties include but are not limited to:

• Manage and supervise the mortgage operations team: Originators, Processors, Closers, and Servicers.
• Monitor and appraise the performance of direct team members and perform recommendations for potential improvement, promotion, and termination, as appropriate.
• Conduct regular pipeline meetings with the origination team to ensure efficient processing and loan closings.
• Work directly with the Senior Underwriter to ensure complete/accurate submissions, fulfillment of required approval conditions, as well as team member training, policy, and procedure improvements.
• Maintain a thorough knowledge of government and conventional lending programs, including housing and down payment assistance programs, and keep informed of industry updates and changes.
• Ensure compliance with all federal, state, and local regulations related to residential mortgage lending.
• Develop and implement policies and Procedures to improve efficiency and accuracy within the mortgage process.
• Monitor the loan pipeline and ensure the timely processing and closing of loans.
• Collaborate with other departments within the credit union to ensure seamless operations.
• Provide regular training to team members to enhance their skills and knowledge.
• Analyze and report on key performance metrics to senior management.
• Escalation Management: serve as the primary point of contact for resolving any issues or discrepancies that arise during the mortgage origination and servicing process.
• Technology Admin: Serve as subject matter expert on all departmental software and technology to enhance operational efficiency and serving quality.

7. Performs all other duties as assigned and works on special projects as assigned

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Associate’s degree (AA) or Bachelor’s degree; and/or five (5) to eight (8) or more years of related experience and/or training; or the equivalent combination of education and experience. Work-related experience should consist of financial institution sales and mortgage lending with exceptional customer service.
• Possesses a working knowledge of financial statements, tax returns, and other relevant loan documents, including the ability to analyze and calculate income for complex self-employment scenarios.
• Expert knowledge of lending-related state and federal compliance regulations, credit union policies, procedures, products, and services.
• Strong leadership and team management skills with the ability to influence, effectively collaborate, and coordinate sale and servicing activities with a variety of team members and business partners. Ability to create and implement solutions; use independent and discretionary judgment; organize information quickly and efficiently; research and analyze new and existing program concepts.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficient in mortgage loan origination software (LOS) and technology, including regular computer operation, word processing and spreadsheet software programs (e.g., Microsoft Word and Excel, etc.), and typing skills to meet the production needs of the position.
• Exceptional oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, and speak clearly to members and employees
• Effective organizational and time management skills, with the ability to multi-task and the ability to provide leadership, supervision, and training using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills. Ability to work with limited supervision and inspection of work while performing duties and being a strong team player.
• Ability to handle complex problems requiring analysis of data; weighing outcomes of decision.
• Current Florida driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety to individual or others.