Mortgage Processing and Support Supervisor

First Heritage Mortgage Services•Feasterville-Trevose, PA

10d•Hybrid

About The Position

First Heritage Mortgage Services (a subsidiary of American Heritage Credit Union) is currently searching for a Mortgage Processing and Support Supervisor. This position is based out of our office in Feasterville-Trevose, PA. This position will supervise the end‑to‑end mortgage processing workflow and staff, including the Mortgage Loan Processors and Mortgage Loan Support, ensuring files move accurately and efficiently from application through closing while staying compliant with regulations and internal policy.

Requirements

Three to five years of similar or related experience
Experience processing government and conventional loan files
Advanced working knowledge of FHA, FNMA, PHFA, USDA, VA and PMI guidelines
Strong working knowledge of mortgage loan policy, processing and origination loan requirements, required documentation for mortgage loans, and agreement of sale legal requirements
Processing knowledge of all types of financing FHMS offers including FHA, VA, Conventional, ARMs, 100% EA I, II, III, Libor, Construction-to-Permanent, and Alternate Lender programs
Proven supervisory, organizational, and prioritization skills
Ability to keep track of multiple projects and progress of others on team, create action plans to complete projects on time, adapt to change and competing priorities, and work under pressure to meet deadlines
Independent judgment guided by specific, distinct departmental or functional policies, criteria and goals
Demonstrated ability to work as a team player and collaborate in a cross-functional environment
Proficiency in Microsoft Office (Outlook, Word, Excel, Teams)
Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)

Responsibilities

Supervise daily mortgage loan processing and support operations, including staff oversight, workload distribution, and file assignment to ensure balanced productivity and adherence to regulatory requirements and organizational policies.
Maintain a high-performing, well-trained team by monitoring performance, providing regular feedback, and ensuring quality service delivery to members and internal stakeholders.
Deliver ongoing training and development to Mortgage Loan Processors and Mortgage Loan Support staff to ensure compliance with investor and agency guidelines, as well as adherence to company policies and procedures.
Promote various employee motivational endeavors such as Whale Done and ERP.
Complete quality control reviews of all loan files within the processing and loan support pipelines.
Analyze data, assess outcomes, and determine optimal solutions to resolve issues while ensuring all decisions align with investor and regulatory agency guidelines.
Correspond with all mid-level managers of the organization to ensure a timely and efficient loan process.
Respond to escalated telephone inquiries on loan files in process.
Prepare entire processing file for Conventional, FHA/VA, PHFA, USDA and Construction to Perm loans.
Review and analyze data to ensure document packages comply with applicable standards and regulations.
Review and maintain all reports for Processors and Support Staff, including but not limited to the Estimated Closing Report, Complete Pipeline report, New Loan Reports, and Closed Loan Reports.
Review information provided on appraisal reports and communicate on an as-needed basis with appraisers and appraisal management companies to request additional information for clarification.
Review all KPIs (Key Performance Indicators) to ensure turnaround times meet company standards.
Ensure all outstanding documentation required to satisfy agency/investor guidelines is obtained and attached to file in the required timeframe.
Review and determine appropriate program and documentation required to support funding of mortgage applications.
Remain abreast of all grant programs to ensure requirements are met within the loan file.
Review and clear processing conditions on loan files as needed.
Responsible for processing all Senior Management employee loans and FHF employee loans.
Attend and assist VP of Processing and Underwriting with monthly departmental meetings.
Attend weekly management meetings.
Prepare loan processing reports for management as needed.
Participate in company-sponsored events (e.g. annual Employee Appreciation Day, FHF Partner training).
Remain current and knowledgeable of all aspects of local, state, and federal law to ensure compliance with various regulatory, investor, governmental or corporate requirements that pertain to the mortgage industry.
Ensure work area is clean, secure, and well maintained in accordance with the Clean Desk Policy.
Remain active in and complete the position's present curriculum as outlined in the Online University Program by completing the following: New Employee Orientation learning plan; Credit Union annual required compliance training within assigned timeline; Supplemental courses for licensing requirements, such as NMLS, within the prescribed timeline.