Manager, Mortgage Loan Operations

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.

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

• Working knowledge of mortgage operation practices, real estate loan processing and closing workflows, appraisal review, title binders, and loan origination systems (LOS).
• Applied knowledge of federal and state lending laws and regulations, HMDA requirements, internal controls, and Credit Union lending guidelines sufficient to oversee compliance and mitigate risk.
• Knowledge of end-to-end mortgage operations, pipeline management, service standards, quality controls, and performance metrics used to manage workflow and ensure timely, accurate execution.
• Knowledge of organizational policies, procedures, and best practices, with the ability to interpret, implement, and reinforce standards at the team level.
• Knowledge of mortgage-related systems, third-party software, and Microsoft Office tools (Excel and Word) used for reporting, tracking, and operational oversight.
• General knowledge of credit union products, services, features, and member value propositions, and how mortgage services integrate with broader organizational offerings.
• Knowledge of coaching practices, training principles, and performance management concepts to support employee development and team effectiveness.

Skills/Abilities

• Excellent interpersonal, relationship management, and conflict resolution skills; able to handle difficult situations professionally while maintaining the “close and caring touch” with members.
• Strong verbal and written communication skills; able to clearly explain mortgage and compliance topics and develop comprehensive training materials.
• Ability to supervise, organize, prioritize, and schedule team workloads to meet deadlines and performance targets.
• Exceptional problem-solving, analytical, and business judgment skills; able to identify root causes, evaluate options, and implement effective solutions.
• Highly organized with strong time management skills; able to manage multiple priorities and projects under pressure.
• Commitment to ongoing professional development and maintaining up-to-date knowledge of products, regulations, and industry best practices.
• Ability to identify process improvements, implement best practices, and enhance team and departmental performance.

Physical Requirements/Work Environment

• Primarily office-based, requiring extended periods of sitting and computer use.
• Frequent use of hands and fingers for typing, data entry, and document handling.
• Ability to communicate clearly in person, by phone, and virtually.
• Occasional lifting or carrying of office materials or files, up to 20 lbs.
• Visual acuity for reviewing documents, spreadsheets, and digital systems.
• Work involves use of standard office equipment (computer, phone, printer, copier).
• Some exposure to moderate noise typical of a shared office or call center environment.
• May require occasional after-hours work during peak periods or deadlines.
• Adheres to confidentiality and security standards when handling sensitive member information.