Overview

To assist with planning, managing and directing the functions of mortgage loan production from loan origination through closing in an assigned geographic area. Ensure excellent member service, maximize operational efficiency and minimize risk and losses to NFCU. Assist with establishing and implementing performance standards to increase productivity and enhance member service. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Manage daily activities of professional employees and/or supervisors. Support senior management in developing and executing strategic plans. Act as Manager in the incumbent's absence.

Responsibilities

• Assist with developing branch strategy, establishing priorities and setting goals; evaluate and implement standards to ensure alignment with department/organizational objectives
• Manage and direct operations to ensure production goals, service level agreements and corporate objectives are met
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Assist with conducting benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency
• Identify and resolve operational and performance gaps and obstacles; recommend and implement changes and improvements
• Develop, recommend, implement, and communicate new and/or changes to loan programs and products
• Analyze loan risk in accordance with investor standards and desktop underwriter requirements
• Identify discrepancies and/or errors and direct staff to take appropriate action
• Investigate escalated member inquiries/complaints and take appropriate action
• Provide guidance and direction to staff regarding member related matters, operational issues, processing, policy, account management, underwriting, and closing functions; authorize appropriate solutions to resolve issues
• Ensure member contact is performed in accordance with established SLAs
• Maintain thorough knowledge of, provide guidance, and ensure compliance with applicable federal and state laws, rules, regulations (e.g., e.g., RESPA, MDIA, TIL, ECOA) and NFCU, NCUA, and CFPB policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Perform quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and NFCU policies and procedures
• Remain alert to threats to loan security, fraudulent applications, and other questionable practices that may negatively impact the integrity of the loan portfolio
• Address and resolve internal/external audit questions and findings
• Organize and promote a work environment that emphasizes member service, creativity, quality, productivity, and partnership
• Collaborate with other business units to analyze and improve procedures and resolve problems to ensure high quality member service
• Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
• Provide management with reports and comparative analyses; identify trends and recommend changes
• Lead and/or represent branch in change management efforts, cross-functional initiatives and department/organization projects
• Assist with overseeing training and development programs for staff; provide training to staff; assist with evaluating training programs to ascertain effectiveness
• Perform supervisory/managerial responsibilities
• Ensure adequate/skilled staffing; select employees
• Establish performance goals and priorities
• Prepare, conduct and review performance appraisals
• Develop, mentor and counsel staff
• Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
• Ensure section/branch goals and objectives align with division/department strategy
• Ensure efficiency of operations
• Leadership Level - Supervise daily activities
• Perform other duties as assigned

• Bachelor's degree in Finance, Economics, Business Administration, or related field, or an equivalent combination of education, training, and experience
• Advanced knowledge of applicable federal and state laws, rules and regulations
• Advanced knowledge of FHA, VA, FNMA, Freddie Mac and Conventional Investor guidelines
• Advanced skill applying lending principles, financial practices, and evaluation of creditworthiness to make credit decisions
• Advanced knowledge of mortgage and equity loan products, services, processes and procedures
• Significant progressively responsible experience leading and managing a multi-functional mortgage processing/closing or underwriting operation, preferably in a large financial institution
• Significant experience in member/customer service operations to include understanding of effective member/customer service philosophy
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Significant experience in change management
• Significant experience supervising and leading employees
• Advanced skill interpreting and applying applicable federal and state laws, rules and regulations
• Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced verbal and written communication skills
• Advanced database, word processing, spreadsheet, and presentation software skills
• Advanced skill building effective relationships through rapport, trust, diplomacy and tact
• Advanced skill in producing desired results and achieving goals and objectives
• Advanced skill identifying and analyzing business requirements and recommending solutions
• Advanced organizational, planning and time management skills
• Advanced critical thinking, analytical, and problem-solving skills

• Working knowledge of NFCU products, services, programs, policies and procedures