Mortgage Ops manager 1-1

Truist•Richmond, VA

About The Position

The Mortgage Ops Manager position involves managing the daily activities of Correspondent Compliance and Flood Specialists. The role requires superior knowledge of investor and regulatory guidelines, including closing documents, loan disclosures, compliance timelines, fees, and Truist guidelines, along with strong written and oral communication skills. Key responsibilities include resolving escalations related to seller guides or compliance, leading a team of specialists, managing daily workflow and production metrics, and ensuring compliance with investor, legal, regulatory, and business policies. The manager is also responsible for the full employee lifecycle from interviewing and hiring to training, mentoring, and evaluating teammates. A critical aspect of the role is to reduce client friction, improve the client experience, and maintain a high standard of customer service for both internal and external customers, serving as a primary escalation point. The manager will explain complex compliance matters in understandable terms, develop partnerships within a matrixed organization (especially with Legal, Risk, and Compliance), model sound risk management, monitor quality initiatives, and use metrics for business strategy and decision-making. Additionally, the role involves resolving operational problems and leading projects to create process efficiencies and collaborate on technological needs and enhancements for the Correspondent Operations team.

Requirements

Bachelor's degree or equivalent education and work related experience.
5+ years of mortgage lending experience, including some compliance experience.
1+ year(s) of supervisory or management experience.
Proficient in basic computer applications to include MS Excel, PowerPoint, Word, and Outlook.
Reduce client friction and improve the client experience.
Interpersonal, problem solving skills.
Experience interpreting and applying legal and investor requirements.

Nice To Haves

2+ years of supervisory or management experience.
5+ years of experience in mortgage operations and compliance.
Strong Legal or Compliance background affecting mortgage.

Responsibilities

Resolve escalations relating to the seller guide or compliance requirements.
Manage a team of Correspondent Compliance/Flood Specialists.
Manage daily work flow and production metrics.
Ensure compliance with investor, legal, regulatory and business policies.
Interview, hire, train, mentor and evaluate teammates.
Reduce client friction and improve the client experience. Ensure a high standard of customer service to internal and external customers.
Serve as first client and/or teammate escalation points.
Explain complex compliance matters to clients in simple and understandable terms.
Develop and maintain effective partnerships within a matrixed organization, especially with Legal, Risk and Compliance partners.
Model sound risk management practices. Monitor and manage Quality initiatives.
Use metrics to facilitate business strategy and decision making. Resolve Operational problems.
Lead projects that impact the Correspondent Operations team. Create process efficiencies and collaborate on technological needs and enhancements.

Benefits

medical
dental
vision
life insurance
disability
accidental death and dismemberment
tax-preferred savings accounts
401k plan
no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment
10 sick days (also prorated)
paid holidays
defined benefit pension plan
restricted stock units
deferred compensation plan