Retail Mortgage Lending Operations Manager

CBC Mortgage Agency•South Jordan, UT

2d•$120,000 - $140,000•Hybrid

About The Position

CBC Mortgage Agency is seeking an experienced, results-oriented Operations Manager to lead the day-to-day operations of our retail mortgage lending in the Salt Lake City metropolitan area. This leadership role is responsible for ensuring exceptional operational efficiency, regulatory compliance, superior customer service, and timely loan closings while supporting branch production goals. The Operations Manager partners closely with Leadership, Loan Officers, Underwriting, Processing, Closing, and Corporate Operations to deliver an outstanding borrower experience while maintaining high-quality loan production.

Requirements

5+ years of mortgage banking operations experience.
3+ years in an operations leadership role.
Thorough knowledge of residential mortgage lending.
Knowledge of FNMA, FHLMC, FHA, VA, and USDA products.
Knowledge of TRID, RESPA, HMDA, ECOA, Fair Lending, and CFPB regulations.
Experience managing loan pipelines.
Strong leadership, communication, and organizational skills.
Experience with Encompass, Lending Pad and similar LOS.
Proficiency with Microsoft Office.
Must be authorized to legally work within the United States of America.

Nice To Haves

Bachelor's degree in Business, Finance, or related field.
Retail mortgage banking experience.
Multi-branch operations experience.
Lean/Six Sigma experience (preferred).

Responsibilities

Manage all branch operational activities from loan application through funding.
Lead and develop branch operations staff including processors, loan assistants, and closing personnel.
Ensure all loans meet company, investor, agency, state, and federal compliance requirements.
Monitor loan pipeline to identify bottlenecks and ensure timely closings.
Establish and monitor operational performance metrics including turn times, pull-through ratios, customer satisfaction, quality control, and productivity.
Work closely with Loan Officers and Sales Manager to improve workflow, communication, and customer experience.
Maintain compliance with CFPB, RESPA, TILA, TRID, HMDA, ECOA, Fair Lending, and applicable agency guidelines.
Participate in recruiting, hiring, coaching, training, and performance management.
Conduct regular pipeline and production meetings.
Implement operational improvements and best practices.
Coordinate with Underwriting, and Compliance teams.
Assist with branch budgeting, staffing, and expense management.
Ensure branch readiness for audits and examinations.