AVP Mortgage Lending Operations

Community First Credit Union•Neenah, WI

21h

About The Position

The AVP Mortgage Lending Operations leads the end-to-end operational execution of the Credit Union's mortgage portfolio, overseeing mortgage processing, underwriting, closing, and servicing. The role ensures loans move efficiently from application through closing and servicing while meeting regulatory, investor, and policy requirements, and is accountable for service quality, timeliness, accuracy, and a seamless member experience. This position combines hands-on team leadership with strategic operational oversight. The AVP coaches and develops the mortgage operations team, collaborates with Mortgage Origination and other departments, manages key vendor and closing partner relationships alongside the VP Mortgage Operations, and leads process improvement and automation efforts to improve the mortgage experience for members.

Requirements

Bachelor's degree in Business, Finance, or a related field, or equivalent experience.
10+ years of progressive mortgage lending operations experience, including processing, underwriting, closing, or servicing.
5+ years of people management experience, including managing managers.
Deep knowledge of the mortgage lifecycle, from application through servicing, and of conventional, government, and portfolio loan products.
Strong understanding of mortgage regulations, investor guidelines, and quality control and audit practices.
Working knowledge of loan origination and servicing systems and workflow and automation tools.
Proven ability to coach, develop, and motivate teams and lead through change.
Strong analytical, problem-solving, and decision-making skills.
Excellent written and verbal communication and stakeholder management skills.
Demonstrated commitment to member service and the credit union philosophy of “people helping people.”

Nice To Haves

Experience in a credit union or financial institution of significant size is strongly preferred.

Responsibilities

Lead and develop the mortgage operations team through daily coaching, direction, hands-on assistance, performance expectations, onboarding, and cross-training.
Foster a culture of accountability, collaboration, and continuous improvement.
Collaborate with Mortgage Origination and other teams to deliver a seamless member experience.
Serve as an escalation point for complex files, member concerns, and partner issues, and communicate with members, real estate partners, title companies, and other third parties.
Monitor pipeline status, turn times, and capacity to meet loan commitments, rate lock expirations, and scheduled closing dates.
Oversee closing and funding processes, from document preparation through post-closing delivery.
Support review of exceptions and complex credit decisions and monitor underwriting quality, consistency, and turn times.
Ensure underwriting decisions comply with credit policy, investor and agency guidelines, and applicable regulations.
Oversee payment processing, escrow management, investor reporting, member inquiries, servicing transfers, and investor relationships.
Ensure escrow, taxes, and insurance premiums are accurately calculated, analyzed, and paid on time.
Participate in audit and examination preparation and response, and ensure procedures, desk guides, and controls remain current.
Ensure adherence to applicable regulations, including TRID, RESPA, ECOA, HMDA, TILA, Reg Z, SAFE Act, and fair lending requirements.
Evaluate and optimize workflows to reduce cycle times and eliminate rework, and partner with IT and vendors on automation opportunities.
Report key performance indicators—including turn times, pull-through, cost per loan, quality scores, and member satisfaction—to senior leadership.
In conjunction with the VP Mortgage Operations, manage relationships with vendors, appraisal management companies, title and closing partners, flood and tax service providers, and servicing and technology providers.