AVP Mortgage Operations
About The Position
The AVP, Mortgage Operations is responsible for leading the day-to-day operational performance of the credit union’s mortgage lending function, including loan processing, pipeline management, closing coordination, quality control, member service delivery, vendor coordination, compliance oversight, and continuous process improvement. This position ensures mortgage applications move efficiently from submission through closing while maintaining strong regulatory controls, accurate documentation, timely communication, and a high-quality member experience. The AVP serves as a hands-on operational leader and mortgage subject matter expert, partnering closely with production, underwriting, servicing, compliance, technology, finance, secondary market, branch, and member-facing teams to support growth, improve workflow discipline, strengthen accountability, and ensure scalable mortgage operations that align with the credit union’s member-first mission.
Requirements
- Minimum of five years of progressively responsible mortgage lending, mortgage operations, real estate lending, or loan fulfillment experience required.
- Strong analytical, leadership, problem-solving, and communication skills.
- Expertise in consumer lending and operational processes.
Nice To Haves
- Minimum of three years of leadership, supervisory, team lead, or operational management experience preferred.
- Bachelor’s degree in business, finance, management, or a related field preferred; equivalent mortgage lending experience may be considered.
Responsibilities
- Lead daily mortgage operations, including processing, pipeline movement, closing readiness, loan documentation, task management, service-level monitoring, and operational issue resolution.
- Manage, coach, and develop mortgage operations teammates, including processors, closers, coordinators, or other support staff as assigned.
- Establish clear expectations for productivity, accuracy, turnaround times, member communication, loan quality, and regulatory compliance.
- Monitor mortgage pipeline activity to identify bottlenecks, capacity concerns, aged files, documentation gaps, and opportunities to improve cycle times.
- Partner with mortgage production and underwriting teams to ensure timely, accurate, and consistent file movement from application through approval, closing, and post-closing handoff.
- Maintain strong knowledge of mortgage regulations, investor requirements, internal policies, secondary market standards, quality-control expectations, and credit union procedures.
- Support compliance with applicable mortgage lending laws and regulations, including disclosure timing, documentation standards, fair lending expectations, HMDA requirements, flood requirements, RESPA, TILA, ECOA, TRID, and other applicable rules.
- Develop, document, and maintain mortgage operations procedures, workflow guides, checklists, service standards, and quality-control practices.
- Review operational reports and dashboards to measure productivity, pull-through, fallout, cycle times, loan quality, member experience, and team performance.
- Identify and implement process improvements that reduce manual work, improve data accuracy, enhance member communication, and support scalable mortgage growth.
- Partner with technology and system administrators to support effective use of the loan origination system, document systems, e-signature tools, reporting tools, and related mortgage technology.
- Assist with system enhancements, vendor implementations, workflow automation, testing, training, and change management related to mortgage operations.
- Coordinate with vendors and business partners, including appraisal, title, document preparation, flood, credit, verification, investor, servicing, and compliance partners, to support timely and accurate loan fulfillment.
- Serve as an escalation point for complex operational questions, member concerns, file exceptions, closing delays, and cross-functional service issues.
- Collaborate with leadership to support mortgage strategic initiatives, product expansion, acquisition or conversion work, audits, examinations, and enterprise projects.
- Promote a culture of accountability, collaboration, member advocacy, continuous improvement, and operational excellence.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
