Manager First Mortgage Processing

Exciting•Phoenix, AZ

About The Position

The Manager of First Mortgage Processing leads the mortgage processing team and oversees the day-to-day operations ensuring all loan files are accurate, complete, and move efficiently from application through underwriting and closing. This role manages loan workflow and pipeline, coaches and develops loan processors, and ensures compliance with investor and regulatory requirements. Partners closely with underwriting, sales, and closing teams to deliver an exceptional members experience. Key responsibilities include driving process consistency, monitoring performance metrics, and leading continuous improvement initiatives to ensure the teams achieve service, quality, and production goals. What you will do here: Leadership & Team Development Provide direct reports ongoing coaching, performance feedback, and development opportunities to ensure high levels of accountability, accuracy, productivity, and exceptional member service. Foster a high-performing team environment by motivating, developing, and guiding team members. Implement strategies to build team cohesion and morale, ensuring employees feel supported and empowered. Resolve conflict and performance concerns proactively using effective communication and de-escalation strategies to maintain professionalism and productivity. Promote a culture of teamwork and collaboration ensuring processors deliver consistent and positive experiences for members and internal partners where challenges are resolved constructively. Operational & Pipeline Oversight Oversee daily operations of the mortgage processing team to ensure loan files progress efficiently through underwriting and closing, meeting service level expectations. Use strong judgment and critical thinking skills to review complex or escalated loan files, providing guidance that supports employee development, issue resolution and timely underwriting decisions. Ensure file/loan compliance with all applicable regulations, investor guidelines (Fannie Mae, Freddie Mac, FHA, VA), and internal credit policies, addressing gaps or risks proactively. Partner with underwriting, sales, and closing to ensure consistent communication, seamless workflow, and an exceptional member experience. Change Leadership & Optimization Lead strategic initiatives to enhance efficiency, quality, and member experience. Proactively evaluate processes and procedures to identify operational risks and opportunities for improvement. Demonstrate change readiness by adapting to evolving business needs, regulatory requirements, and technology enhancements. Lead the team through transitions with effective communication and minimal disruption. Demonstrate technical aptitude by supporting technology optimization and automation initiatives. Stay current with relevant systems and tools, leveraging technology to improve team and Member experiences. Performance Management & Continuous Improvement Utilize performance metrics and data trends to provide actionable coaching and drive continuous process improvement. Track, analyze, and communicate key performance indicators to support team growth and accountability. Proactively share performance results and improvement opportunities results with the team and other first mortgage leaders. Perform other duties as assigned.

Requirements

High School Diploma or GED required.
4+ years of experience in first mortgage processing, underwriting, or mortgage operations required.
2+ years of leadership or supervisory experience in mortgage processing or a related area required.
Experience with agency guidelines (Fannie Mae, Freddie Mac, FHA, VA preferred.
Demonstrates strong ability to motivate, develop, and guide team members. Provides clear expectations, coaching, and feedback that drive performance, engagement, accountability, and professional growth required.
Strong communication skills: Communicate clearly and effectively in verbal and written formats with ability to tailor communication to the audience. Ensures information is shared in a timely, transparent, and respectful manner to support member service and internal collaboration required.
Demonstrates strong technical proficiency and in-depth knowledge of mortgage regulations, investor guidelines, and lending requirements to ensure accurate and compliant processing required.
Builds effective cross-functional partnerships by driving open communication and collaborative problem-solving to support seamless workflows and shared success required.
Leverages strong critical thinking and analytical skills to support sound decision-making and well-informed actions and recommendations required.
Demonstrates strong change leadership by responding positively to change, adapting effectively, and guiding the team through transitions with clarity and steady support required.
Committed to identifying process inefficiencies and implementing solutions that improve quality, efficiency, and member experience required.
Shows strong technical aptitude and a learning mindset; able to quickly master new systems; contribute to automation and process optimization projects required.

Nice To Haves

Bachelor’s degree in Business, Finance or related field preferred.

Responsibilities

Leadership & Team Development Provide direct reports ongoing coaching, performance feedback, and development opportunities to ensure high levels of accountability, accuracy, productivity, and exceptional member service.
Foster a high-performing team environment by motivating, developing, and guiding team members.
Implement strategies to build team cohesion and morale, ensuring employees feel supported and empowered.
Resolve conflict and performance concerns proactively using effective communication and de-escalation strategies to maintain professionalism and productivity.
Promote a culture of teamwork and collaboration ensuring processors deliver consistent and positive experiences for members and internal partners where challenges are resolved constructively.
Operational & Pipeline Oversight Oversee daily operations of the mortgage processing team to ensure loan files progress efficiently through underwriting and closing, meeting service level expectations.
Use strong judgment and critical thinking skills to review complex or escalated loan files, providing guidance that supports employee development, issue resolution and timely underwriting decisions.
Ensure file/loan compliance with all applicable regulations, investor guidelines (Fannie Mae, Freddie Mac, FHA, VA), and internal credit policies, addressing gaps or risks proactively.
Partner with underwriting, sales, and closing to ensure consistent communication, seamless workflow, and an exceptional member experience.
Change Leadership & Optimization Lead strategic initiatives to enhance efficiency, quality, and member experience.
Proactively evaluate processes and procedures to identify operational risks and opportunities for improvement.
Demonstrate change readiness by adapting to evolving business needs, regulatory requirements, and technology enhancements.
Lead the team through transitions with effective communication and minimal disruption.
Demonstrate technical aptitude by supporting technology optimization and automation initiatives.
Stay current with relevant systems and tools, leveraging technology to improve team and Member experiences.
Performance Management & Continuous Improvement Utilize performance metrics and data trends to provide actionable coaching and drive continuous process improvement.
Track, analyze, and communicate key performance indicators to support team growth and accountability.
Proactively share performance results and improvement opportunities results with the team and other first mortgage leaders.
Perform other duties as assigned.