Mortgage Loan Operations Manager

MONTERRA CREDIT UNION•Redwood City, CA

1d•$117,000 - $139,000•Onsite

About The Position

Monterra Credit Union is seeking a Mortgage Loan Operations Manager for its Corporate Office in Redwood City, CA. This role is responsible for overseeing the day-to-day operations and staff within the Mortgage Operations Department, ensuring departmental goals are met or exceeded while delivering exceptional member service and maintaining compliance with applicable regulations, policies, and procedures. The ideal candidate will have experience leading mortgage processing and underwriting operations and a passion for improving workflows for efficiency and effectiveness. Monterra Credit Union is a community-centric, growth-oriented financial institution that values diversity, equity, and inclusion, and invests in its employees and the community.

Requirements

Minimum of 5 years real estate loan processing and underwriting supervisory experience within a financial institution.
Strong leadership and training skills with the ability to perform day-to-day management tasks.
Knowledge of regulatory compliance and mortgage loan products including 1st and 2nd mortgages.
Able to operate independently, with a full understanding of all real estate processing and underwriting procedures and activities.
Thorough knowledge of applicable legal and regulatory requirements in the real estate area.
Proficient in use of PC with Windows-based programs, as well as mortgage loan processing through an automated system.
Well organized with keen attention to detail, and familiarity with Credit Union quality service expectations.

Nice To Haves

Business degree or other related discipline is preferred.
Empower experience is preferred.
Occasional travel may be expected.

Responsibilities

Oversee and manage the day-to-day operations of the Real Estate Operations Department, ensuring efficient workflows and high-quality service.
Provide leadership, coaching, and performance management to department staff, fostering accountability, professional development, and a collaborative team environment.
Monitor loan pipelines, production volumes, service-level agreements, and turnaround times to ensure departmental goals and member expectations are met.
Balance workloads and staffing resources to ensure appropriate coverage and the timely completion of assigned responsibilities.
Oversee mortgage processing, underwriting, closing, and funding operations to ensure accuracy, efficiency, and compliance.
Ensure compliance with applicable federal and state regulations, investor requirements, secondary market guidelines, and Credit Union policies and procedures.
Identify operational trends, performance gaps, and workflow challenges and implement appropriate solutions and process improvements.
Establish and monitor departmental performance metrics and provide regular reporting and updates to senior management.
Partner with RE Sales Manager and other internal departments to support loan production, resolve issues, and provide an exceptional member experience.
Address escalated member, employee, and operational concerns and ensure timely and appropriate resolution.
Develop, implement, and maintain operational procedures, controls, and best practices.
Ensure employees are appropriately trained and have the knowledge and resources necessary to perform their responsibilities successfully.
Promote a culture of individual accountability by clearly communicating expectations and holding employees responsible for performance, quality, and service standards.
Collaborate with senior leadership to develop and execute strategies that support departmental efficiency, loan growth, and the overall strategic objectives of the Credit Union.
Manage relationships with applicable third-party vendors and business partners to ensure service expectations and operational needs are met.
Stay informed of changes in mortgage regulations, industry trends, and operational best practices and implement necessary changes within the department.
Maintains a quality control program and audit schedule to be performed on all lending function areas, ensuring loan documentation is following regulations including loan rates and terms.
Coordinates effectively with all Credit Union departments and actively supports Credit Union strategies and directives.
Performs special assignments and other work-related duties as assigned.
Must maintain a valid registration with the National Mortgage Licensing System & Registry.
Must comply with applicable laws and regulations, including but not limited to, TRID, Dodd Frank, RESPA, SAFE Act, the Bank Secrecy Act, the Patriot Act, and laws enforced by the Office of Foreign Assets Control.
Provides service that aligns with the Credit Union’s mission of passionately delivering relevant products, services, and education tailored to help our members, employees, and communities achieve their financial goals.