Sr. Manager, Mortgage Processing & Closing

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary of the Job:

 

The Sr. Manager, Loan Operations is responsible for the day-to-day leadership and oversight of the Mortgage Disclosure Desk, Processing & Closing teams. Manager will be interacting and partnering with Mortgage Lending leadership, Mortgage Loan Originators, Sales Managers, and peers across the segment to identify and collaborate on strategies that deliver accurate, timely, and compliant mortgage loan operational support. The Mortgage Operations Manager must ensure uniform compliant practices and outputs are upheld by mortgage operations teams to mitigate compliance risk, meet regulatory timelines, and provide consistent service quality for our customers and lending partners. They will have a comprehensive understanding of mortgage banking regulations (TRID, RESPA, TILA, HMDA, ECOA), mortgage loan operations, disclosure preparation, closing coordination, post-closing review processes, First National Bank mortgage products and procedures, and are able to coordinate, lead and develop their teams. They effectively manage teams through change with a mindset of continuous improvement.

About This Role:

 

Duties may include:

Core Management

• Develop a clear vision, strategy, and plan of action for the teams based upon current and future short and long-term goals. Have a solid understanding of the business, influence others to create commitment and action, and make informed decisions.
• Work with the VP of Lending Operations to provide recommendations to the Department's strategic plan to enhance Business Unit/Divisional and overall Bank performance and profitability, ensuring mortgage operational quality and efficiency support the Intended Customer Experience.
• Engage and build relationships with peer managers, Mortgage Loan Originators, Sales Managers, and leadership across the individual segment to align to consistent disclosure standards, processing workflows, closing processes, and quality outputs.
• Provide recommendations for process efficiencies, employee productivity, reducing costs, improving disclosure and processing turnaround times, and increasing customer experience through streamlined mortgage operations.
• Ensures consistent delivery on disclosure accuracy, processing quality, and closing coordination. Assists in problem resolution related to disclosure exceptions, processing delays, closing issues, and post-closing deficiencies as needed.
• Monitor key performance indicators (KPI) including disclosure turnaround time (TRID compliance), processing accuracy, closing coordination metrics, error rates, and post-closing deficiency trends, and leads team to achieve performance standards.
• Accountable for input and adherence to cost center budget.
• Understand the bank, division, and segment initiatives, goals and strategies and incorporate and champion those within the team, particularly as they relate to mortgage compliance, quality, and operational excellence.
• Understand business, organization, competition, and regulatory environment; share knowledge with team members.
• Create commitment and action by effectively using logic, persuasion, inspiration, and change management techniques.
• Make decisions that are informed, timely, logical, and risk controlled. Analyze and take ownership of outcomes and make appropriate adjustments for the future.
• Employ a mindset of continuous improvement by challenging status quo and instilling problem-solving methodologies in line with Continuous Improvement standards. Coordinate and facilitate mortgage operations team communities of practice; determine best practices to capture and share improvement opportunities.

People Management

• Build and maintain a competent/capable team
• Ability to build a high-performing team through hiring, connection of development opportunities, standard work, and coaching focused on technical mortgage operations expertise and attention to detail.
• Ensure staffing model supports enabling individual customer segment vision and capacity to handle mortgage loan volumes across all loan types (Conventional, FHA, VA, Bonds, Purchase, Refinance).
• Align employee strengths, skills, knowledge, and abilities to ensure goals are met, matching technical expertise to loan complexity and regulatory requirements when appropriate.
• Communicate clear expectations with measurable outcomes related to accuracy, turnaround time, regulatory compliance, and customer service standards.
• Hold individuals accountable; provide recognition and/or corrective action as appropriate.
• Support team in problem-solving