Sr. Manager, Mortgage Processing & Closing

First National Bank of Omaha•Omaha, MO

13d•Onsite

About The Position

The Sr. Manager, Loan Operations is responsible for the day-to-day leadership and oversight of the Mortgage Disclosure Desk, Processing & Closing teams. Manager will be interacting and partnering with Mortgage Lending leadership, Mortgage Loan Originators, Sales Managers, and peers across the segment to identify and collaborate on strategies that deliver accurate, timely, and compliant mortgage loan operational support. The Mortgage Operations Manager must ensure uniform compliant practices and outputs are upheld by mortgage operations teams to mitigate compliance risk, meet regulatory timelines, and provide consistent service quality for our customers and lending partners. They will have a comprehensive understanding of mortgage banking regulations (TRID, RESPA, TILA, HMDA, ECOA), mortgage loan operations, disclosure preparation, closing coordination, post-closing review processes, First National Bank mortgage products and procedures, and are able to coordinate, lead and develop their teams. They effectively manage teams through change with a mindset of continuous improvement.

Requirements

Bachelor’s Degree or equivalent combination of education and experience
Previous experience managing/supervising or strong understanding of mortgage lending concepts, practices, procedures and regulatory requirements.
Excellent written and verbal communication skills; must have the ability to effectively communicate with Senior Management, Mortgage Loan Originators, Sales Managers, operations, and compliance staff
Ability to collaborate with partners across the enterprise.
Continuous Improvement mindset.
Candidates must possess unrestricted work authorization and not require future sponsorship.

Nice To Haves

A minimum of 3 years supervisory experience in Mortgage, including experience in employee coaching and development.
Comprehensive knowledge of TRID, RESPA, TILA, HMDA, and ECOA regulations
Experience with mortgage loan preparation and delivery of loan disclosures for Conventional, FHA, VA, and Bond loan programs

Responsibilities

Core Management Develop a clear vision, strategy, and plan of action for the teams based upon current and future short and long-term goals. Have a solid understanding of the business, influence others to create commitment and action, and make informed decisions. Work with the VP of Lending Operations to provide recommendations to the Department's strategic plan to enhance Business Unit/Divisional and overall Bank performance and profitability, ensuring mortgage operational quality and efficiency support the Intended Customer Experience. Engage and build relationships with peer managers, Mortgage Loan Originators, Sales Managers, and leadership across the individual segment to align to consistent disclosure standards, processing workflows, closing processes, and quality outputs. Provide recommendations for process efficiencies, employee productivity, reducing costs, improving disclosure and processing turnaround times, and increasing customer experience through streamlined mortgage operations. Ensures consistent delivery on disclosure accuracy, processing quality, and closing coordination. Assists in problem resolution related to disclosure exceptions, processing delays, closing issues, and post-closing deficiencies as needed. Monitor key performance indicators (KPI) including disclosure turnaround time (TRID compliance), processing accuracy, closing coordination metrics, error rates, and post-closing deficiency trends, and leads team to achieve performance standards. Accountable for input and adherence to cost center budget. Understand the bank, division, and segment initiatives, goals and strategies and incorporate and champion those within the team, particularly as they relate to mortgage compliance, quality, and operational excellence. Understand business, organization, competition, and regulatory environment; share knowledge with team members. Create commitment and action by effectively using logic, persuasion, inspiration, and change management techniques. Make decisions that are informed, timely, logical, and risk controlled. Analyze and take ownership of outcomes and make appropriate adjustments for the future. Employ a mindset of continuous improvement by challenging status quo and instilling problem-solving methodologies in line with Continuous Improvement standards. Coordinate and facilitate mortgage operations team communities of practice; determine best practices to capture and share improvement opportunities.
People Management Build and maintain a competent/capable team Ability to build a high-performing team through hiring, connection of development opportunities, standard work, and coaching focused on technical mortgage operations expertise and attention to detail. Ensure staffing model supports enabling individual customer segment vision and capacity to handle mortgage loan volumes across all loan types (Conventional, FHA, VA, Bonds, Purchase, Refinance). Align employee strengths, skills, knowledge, and abilities to ensure goals are met, matching technical expertise to loan complexity and regulatory requirements when appropriate. Communicate clear expectations with measurable outcomes related to accuracy, turnaround time, regulatory compliance, and customer service standards. Hold individuals accountable; provide recognition and/or corrective action as appropriate. Support team in problem-solving at the right level, escalating complex regulatory or compliance issues appropriately.
Team Management Accountable for disclosure coordination, mortgage processing, closing preparation, post-closing review, and exception management on behalf of Mortgage Loan Originators and customers. Work with Mortgage Lending leadership to ensure accurate, compliant, and timely operational support.
Disclosure & Compliance Management: Oversee disclosure workflows to ensure TRID timeline compliance for Loan Estimates and re-disclosures across all loan types. Ensure HMDA data collection, ECOA deadline adherence, employment verifications, and compliance with federal (TRID) and state laws.
Processing Operations: Monitor work demand and capacity across mortgage processing teams. Ensure loans are processed to meet productivity and accuracy standards, including ordering of services (insurance, title, appraisals, verifications, credit supplements) and obtaining required income, asset, and credit documentation for underwriters.
Closing Coordination: Oversee preparation and delivery of Initial and Final Closing Disclosures in accordance with regulatory timelines. Ensure accurate fee validation, escrow builds, wire calculations, collaboration with settlement agents, and review of funding conditions to support timely closings.
Post-Closing & Quality Assurance: Provide oversight of post-closing review processes to identify deficiencies and compliance issues. Ensure effective communication and escalation to Mortgage Loan Originators and management, complete file submission to Servicing, and follow-up on outstanding conditions and exceptions.
Process & Systems Excellence: Ensure procedures, guidelines, and internal controls are consistent with bank mortgage lending and compliance policies. Evaluate effectiveness of mortgage systems (Encompass, etc.) and communicate procedural and systemic changes to maintain operational efficiency and quality standards.
Compliance: Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. Complete compliance training and adhere to internal procedures and controls, as required. Report any known violations of compliance policy, laws, or regulations. Report any suspicious customer and/or account activity. Ensure team maintains diligence regarding TRID, RESPA, TILA, HMDA, ECOA, Reg B, US Patriot Act, and other applicable mortgage regulations. Ensure the bank's Customer Identification Program and Customer Due Diligence Policy are followed. Ensure all Privacy Policies are complied with and confidentiality of customers is maintained. Ensure direct reports meet the above requirements and take action to address employee performance issues.
Professionalism: Model professional behavior to your team. Respond to internal and external customer inquiries in professional, positive and friendly manner. Exercise a willingness to be a resource to colleagues. Be proactive and respectful in all relationships and maintain constructive working relationships Adhere to all First National Bank and department policies and procedures including but not limited to: Code of Ethics, Employee Handbook, confidentiality and legal requirements for calls and dress code. Maintain a regular and predictable record of attendance within established department guidelines