Assistant Manager, Mortgage Lending Member Experience

Redwood Credit Union • Napa, CA

66d

About The Position

Redwood Credit Union is seeking an Assistant Manager, Mortgage Lending Member Experience who will develop, plan, direct, and organize the Member experience within mortgage lending. Directly responsible for all activities pertaining to Member service, Loan Officer performance and workflows associated with loan production. Must have knowledge of the full spectrum of mortgage lending, and the ability to use judgment and discretion in making decisions, while providing leadership for others in mortgage lending. Join us and discover why you'll love working at Redwood Credit Union! ABOUT REDWOOD CREDIT UNION (RCU): At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad. As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all. Why work for Redwood Credit Union? • 29th largest credit union in the U.S. and the largest financial institution based in the North Bay • Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial • Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2025" • Recognized by Newsweek as one of "America's Best Credit Unions 2024" • Recognized by Forbes as one of “America’s Best Small Employers 2023" • Voted Best Places to Work in the North Bay 20 years in a row • World-class Employee Engagement scores • Rated Superior in Service by more than 90% of Members, surveyed by SF Gate • Industry leading Net Promoter Scores across the U.S.

Requirements

• Thorough knowledge of Internet-based loan origination software.
• Ability to analyze problems and opportunities, identify and evaluate alternatives.
• Thorough knowledge of real estate principles, practices, rules, and regulations.
• Extensive knowledge of all residential mortgage loan products offered by RCU.
• Knowledge of secondary market investor guidelines and compliance requirements.
• Ability to plan, implement, and evaluate the achievement of goals, objectives, and work plans.
• Skill in the operation of a PC with the use of word processing, spreadsheet and presentation software.
• Ability to communicate effectively, both verbally and in writing.
• Ability to establish and maintain effective working relationships with a diverse group of people, including vendors and other Credit Union team members.
• Ability to act independently and confidentially, using discretion and tact.
• Ability and desire to work in a team environment.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Ability to obtain and maintain registration with the National Mortgage Licensing System and Registry in compliance with the requirements of Federal Law, including the SAFE ACT and NCUA part 761.

Nice To Haves

• The ideal candidate has a combination of education and experience equivalent to a bachelor’s degree in business administration, finance or closely related field, and a minimum of six years’ experience in mortgage lending within a financial institution and at least four years of that experience in the production environment.

Responsibilities

• Regularly review pipelines with Loan Officer and Processor teams to ensure loans are expeditiously moving towards closing.
• Provide guidance to staff on how to structure loans to meet the needs of the Members.
• Provide coaching and encouragement to staff on loan sales methods and cross sales techniques to increase production in both categories.
• Deliver weekly production performance updates to team members and management.
• Support management with the observation coaching process and activities.
• Research and resolve Member or team member concerns as identified.
• Ensure open communication between mortgage loan operations and loan officer team, providing feedback to MLD management.
• Serve as backup to Assistant Manager, Mortgage Lending Operations to support operations activities.
• Evaluate market trends to identify potential Member needs and implement outbound and inbound telemarketing campaigns to capture new mortgage loan business.
• Establish and coordinate team efforts and build consensus, thus creating a cooperative working environment in which everyone can be successful.
• Develop and utilize pipeline management systems to expedite loan turn around times and ensure high quality Member service.
• Recognize and propose changes in the workflow to maintain maximum efficiency and superior Member satisfaction.
• Provide exceptional service to all Members, volunteers, team members, and service providers.
• Train staff on the fundamentals of mortgage lending and the requirements to obtain a loan from RCU.
• Review, approve, deny, or make counter offers for loan applications up to established limits.
• Develop new, and maintain existing, vendor/partner relationships that will mutually benefit RCU and its Members.
• Monitor and review results compared to the Mortgage Lending budget. Provide information to assist in the preparation of monthly status reports.
• Recruit, select, train, motivate, coach, evaluate and develop reporting staff.
• Prepare short-and long-term goals, strategies, and objectives for all mortgage lending Member service activities.
• Research and evaluate new products and services and recommend those that may be beneficial to RCU and its Members.
• Develop and maintain metrics to determine optimal loan volumes based on desired Member service and staffing levels.
• Develop and implement Mortgage Lending promotional programs in coordination with the Marketing Department, e.g., flyers, brochures, advertisements, and newsletter articles.
• Compose and type letters, memos and reports for staff and Members as needed.
• Provide general assistance to management in completing tasks and projects.
• Examine loan files prior to auditing to ensure accuracy and compliance.
• Discuss loan products and services at special events such as home shows and seminars.
• Participate in community events, community volunteer boards & associations.

Benefits

• Competitive medical, dental, and vision insurance, mental health offerings
• Employee performance incentive plan
• Salary Advancement– Merit increase based on performance
• 401(k) program with employer match
• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!
• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans
• RCU employees are eligible for a 1% discount on all recreational or boat loan products
• 2% discount off Visas and LOC Loans through RCU
• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.
• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.
• 0% interest on garment, fitness, or home office equipment loan of up to $500
• 100% financing for employee purchased homes!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees