Director Mortgage Credit Operations

Truliant Federal Credit Union•Winston-Salem, NC

About The Position

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves. Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do. Purpose of the Job The Director, Mortgage Credit Operations will be responsible for oversight and leadership of TMS operational performance to include all areas under their supervision. The role will rely on structured pipeline management to meet closing dates and other objectives. In addition, this role will take a comprehensive and dynamic view of TFCU’s member interfaces and work with TMS lending teams and stakeholders across the Credit Union to deliver superior member service and drive growth. This role will work closely with the Director, Mortgage Operations. Coordinates and oversees loan activities, ensures that all subordinate areas of responsibility support credit union objectives and goals. Ensures that services are delivered professionally and efficiently, and that members’ problems are resolved promptly. This position promotes and supports the overall mission and vital basics of the Credit Union.

Requirements

Must have a strong knowledge of automated underwriting systems to include Fannie Mae Desktop Underwriter and Freddie Mac’s Loan Prospector
Must have understanding of Mortgage Insurance, Government Lending, to include FHA, USDA, State Housing Programs and VA loans
Must have advanced knowledge of the real estate sales process and business, including issues and challenges facing brokers and leaders in the business
Must have excellent verbal and written communication and presentation skills
Must have strong pipeline management analytical, planning and organizational skills with the ability to multi task and prioritize effectively
Must have proven ability to develop programs, processes or products that meet member needs
Must be team player with demonstrated ability to work with all levels of internal and external management
Strong negotiator and solid influence management skills required
Must have superior interpersonal skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate
Must be able to maintain confidentiality
Must be flexible and able to shift resources and priorities as required
Should possess a strong commitment to providing excellent service to Truliant’s members and employees
Occasional standing, walking, bending, and stooping required
Must be able to sit at a desk for long periods of time and use a computer
Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds
Frequent travel required
Bachelor's or Associate’s degree in business, finance or related field or equivalent experience required
Minimum of 7 years equivalent work-related experience required
Minimum of 5 years management experience required
A working knowledge of the fundamentals of the financial industry required

Responsibilities

Oversees the daily activities of the Truliant Mortgage Services (TMS) supervisory team, Set up, Processing, and Underwriting to ensure effective pipeline management.
Assembles, leads, and facilitates teams in the development and implementation of key department initiatives.
Responsible to define and champion processes/methodologies that TFCU will use to track, oversee and optimize all member interactions efficiently to manage the member 'life cycle' in order to foster member loyalty through high-quality interactions at each touch point.
Assists Supervisors with communication, training, and developing staff on new and changing products and services while maintaining portfolio guidelines.
Assists in the development of new products.
Continues to focus direct reports on vital basics coaching techniques.
Provides oversight to supervisors for weekly huddles and monthly one on one scorecard session reviews to ensure that accountability levels are met.
Communicates effectively with Production Team Managers and other appropriate positions when service levels are at risk.
Identifies issues and recommends areas for improvement.
Assists in answering member or borrower issue resolutions as well as providing information needed by Member Assist and other Credit Union staff members.
Provide oversight with Member Experience for reporting the member satisfaction ratings and report on dashboard encompassing all member complaints, feedback from member surveys and emails.
Monitors pipeline to ensure internal compliance policies are enforced and member service standards are met or exceeded.
Works both with the TMS Compliance Specialist and with TFCU Compliance to ensure complex regulatory requirements are communicated and understood by department staff.
Leads continual process improvement initiatives to reduce unnecessary redundancies and ensures any process creates quality (e. g. accuracy and compliance), cost, service (e. g. member experience) or delivery (e. g. cycle time and data accuracy) advantages.
Partners with origination staff to improve application quality identify training needs and areas of improvement.
Develops the ability to scale processes to allow the team to efficiently operate and grow.
Works closely with the Director Mortgage Operations to ensure workflows, services, vendors, and mortgage systems are structured to optimize efficiency and member experience.
Interviews and hires candidates for open positions within the department, as needed.
Conducts business in such a way as to conform and abide by all the laws, rules, regulations and code of ethics that are applicable to the Credit Union’s regulatory body.
Assists with other tasks and projects as assigned.