Manager, Mortgage Loan Operations

Description

Summary

Manages the daily operations of the mortgage processing, construction draw and closing teams, ensuring all loans are processed, closed, posted, and funded accurately and efficiently while meeting federal and state requirements to protect the Credit Union’s lien position. Provides leadership in implementing and refining policies, procedures, and goals for the Mortgage department, monitoring team performance, coaching staff, and directing resolution of operational issues to maintain service excellence. Oversees workflow, resource allocation, and compliance, proactively identifying process improvements and resolving obstacles to ensure superior member experiences. Engages with team members to foster accountability, professional development, and a culture of integrity, while collaborating with peer managers to support departmental objectives and organizational priorities.

Essential Functions

• Lead, develop, and manage the mortgage processing, construction draw, and closing teams, setting clear performance expectations, coaching staff, and fostering a high performing, fast paced, engaged, and accountable team culture.
• Oversee departmental workflow to ensure efficient, accurate, and timely delivery of mortgage transactions while maintaining compliance with all federal and state regulations and Credit Union policies. Promptly address operational issues.
• Ensure the effective implementation of policies, procedures, and internal controls; monitor compliance and escalate risks or systemic issues to senior leadership as needed.
• Develop, implement, and maintain training programs, knowledge resources, and professional development initiatives to enhance team capabilities, performance, and succession readiness.
• Monitor key departmental metrics, pipeline performance, and operational KPIs; analyze trends to inform staffing, resource allocation, and process improvements.
• Collaborate with peers, senior management, and external partners to coordinate cross-functional initiatives, achieve mortgage loan goals, share best practices, and enhance the member experience.
• Recommend and implement operational and procedural improvements, including process standardization, technology enhancements, and efficiency initiatives.
• Serve as primary point of escalation for operational, compliance, and member service issues, providing guidance, resolution, and escalating systemic concerns to leadership.
• Foster a collaborative, team-oriented work environment aligned with Credit Union values, promoting professional growth, accountability, and employee engagement.
• Support departmental goal achievement through coaching, performance management, and recognition of team contributions.

Requirements

Qualifications

Experience

• Minimum six years of experience working in mortgage operations, team leadership, and providing member service.
• Minimum six years of experience reviewing and evaluating all types of real estate appraisals, construction draws, and title insurance binders.
• Minimum three years of supervisory experience managing workflow, performance, people and compliance preferred.
• Experience managing mortgage loan sale delivery to secondary market investors from commitment through settlement.

Education

• Current registration with the Nationwide Mortgage Licensing System (NMLS) or ability to become registered upon employment.
• Associate’s degree in business or related field required, bachelor’s degree desired. Successful completion of specialized courses or study in real estate, or equivalent work experience in lieu of degree.

Leadership Competencies

• Owns deliverables and KPIs – meets or exceeds them by driving outcomes and overcoming obstacles.
• Treats W3s as promises – executes early, follows through consistently and renegotiates transparently when priorities shift. Understands reliability builds trust.
• Knows the business – manages financials, operations, and experiences with discipline and in full alignment with Sunward’s key results.
• Is a learner, not a knower – stays curious, asks questions, adapts quickly and embraces daily learning.
• Respects others by being early prepared and fully tuned in – never distracted or multitasking.
• Fuels growth by inviting, giving, and acting on feedback – always candid, respectful, and forward-focused.
• Builds culture through people – hires top talent, coaches relentlessly, celebrates wins and manages performance through our Culture of Accountability. Models the culture and values of Sunward.
• Sets the bar at “the best” – delivers experiences that stand apart and never compromise on quality.

Knowledge