Mortgage and Business Services Manager

At Ashland Credit Union (ACU), we look for people who are ready to Own Their Journey! Whether you are just beginning your career or looking to achieve more along your professional journey, ACU is a great place to get you on the path that best serves you and our members. If you have a passion to serve, a desire to work in a fast-paced environment and are willing to bring enthusiasm to work with you each day, then you may just find that ACU is the right fit for you.

Do you have a desire to reach higher and empower those around you? Then your journey brought you to the right place and we would like to meet you.

Life is a journey…Own it!

About Us:

Ashland Credit Union is a non-profit and member-owned credit union that has been providing exceptional service to members for over 80 years. Continued growth and adaptability are what has allowed ACU to always be a trustworthy answer for staff and members along whatever journey in life they are on. At Ashland Credit Union, we embolden our members to achieve their financial goals. Along life's journey, it is our mission that staff, members, and the community we serve can count on ACU for guidance as they strive to achieve more in life.

Position Summary:

ACU has an exciting opportunity for a Mortgage and Business Service Manager to join our Mortgage Department in Ashland, KY.

Job Responsibilities:

Lead Department Operations & Member Experience
Provide strategic and day-to-day leadership for the Mortgage and Business Services departments, ensuring members receive exceptional service and support for both transactional needs and long-term financial wellness. Oversee consistency in member interactions and ensure effective use of omnichannel tools to enhance the member experience.

Data Analysis & Strategic Insights
Develop and analyze departmental and industry reports to identify trends. Use insights to drive initiatives that reduce risk, improve service delivery, and enhance profitability.

Product Expertise & Development
Serve as the subject matter expert for ACU’s mortgage and business loan products. Proactively research, recommend, and implement enhancements to product offerings that align with member needs and support ACU’s competitive market position and growth objectives.

Portfolio Oversight & Risk Management
Ensure timely reviews of ACU’s member business loan portfolio in accordance with policy guidelines. Monitor portfolio performance and maintain clear communication regarding status, risks, and opportunities.

Vendor & Third-Party Relationship Management
Oversee and manage relationships with third-party providers of mortgage and business services, ensuring service quality, compliance, and alignment with ACU’s strategic goals.

Team Leadership & Talent Development
Lead all aspects of employee engagement for direct reports, including hiring, onboarding, training, performance management, coaching, recognition, development, and fostering work-life balance. Create a culture of accountability, growth, and collaboration.

Policy & Compliance Leadership
Develop, maintain, and enforce mortgage and business lending policies and procedures. Ensure compliance with all applicable federal and state regulations and support staff training and adherence.

Financial Performance Management
Regularly analyze departmental profitability