VP, Mortgage Fulfillment

VyStar Credit Union • Jacksonville, FL

10d

About The Position

The Vice President of Mortgage Fulfillment oversees all aspects of real estate loan operations at VyStar Credit Union, encompassing processing, underwriting, closing, and fulfillment activities. This position leads the mortgage underwriting team, manages the disclosure process, ensures regulatory compliance, and directs construction loans from initiation through to permanent financing. Key responsibilities include mentoring and guiding staff, establishing performance objectives, and upholding high standards for member service. The role also coordinates file flow throughout the mortgage process, consistently reviews and enhances operational procedures, and guarantees exceptional service delivery in accordance with both policy and legal requirements. This role is accountable for managing the efficient movement of files within mortgage fulfillment functions. The incumbent is responsible for ensuring members experience a quality lending process, in full alignment with VyStar’s mortgage policies, procedures, and practices. A strong focus on member experience is essential, which involves ongoing assessment of the mortgage process and implementing improvements as needed to deliver superior service. Additionally, the role entails recruiting, developing, coaching, and evaluating team members to maintain exemplary service while adhering to the Credit Union’s policies, procedures, and applicable regulations. The incumbent must possess a comprehensive understanding of all relevant mortgage loan products and demonstrate proficiency in areas such as processing, underwriting, quality control, proper documentation, and associated procedures. Familiarity with standard mortgage offerings including Conforming, Jumbo, Adjustable-Rate Mortgages (ARMs), VA, FHA, Home Equity Loans (HELOAN), Home Equity Lines of Credit (HELOC), Construction and Renovation loans, Proprietary products, Non-Owner Occupied, and Condo lending is required. Ongoing knowledge of current mortgage laws, regulations, and Secondary Market (FNMA/FHLMC) requirements, including quality assurance and documentation standards, is essential for success in this role.

Requirements

• High School Diploma or GED is required.
• Bachelor’s Degree is preferred.
• The employee must meet and maintain all the requirements as a registered mortgage loan originator employed by a federally regulated Institution with the Nationwide Mortgage Licensing System and Registry (NMLS).
• The employee must comply with all provisions of the Act as defined in the Secure and Fair Enforcement of Mortgage Licensing Act of 2008 (S.A.F.E. Act) and credit union S.A.F.E. Act Procedures.
• A minimum of ten years’ experience is required in the financial industry with at least five of those years specifically in a management position within the mortgage lending industry.
• The successful candidate for this job must have excellent leadership and communication skills for developing their team.
• Incumbent should have the ability to interface effectively with members, realtors, builders, and potential clients to ensure smooth workflow and provide efficient service to members while staying abreast of changing policies and procedures.
• Continuing education via local conferences and workshops and membership in affiliated builder associations should be established as time and resources allow for updates on federal regulations and secondary market requirements.
• Excellent interpersonal, communication, analytical and organizational skills combined with the ability to condense technical subject matter into clear and effective communications to the SVP of Real Estate Lending.
• Strong attention to detail
• Deep understanding of mortgage operations, compliance, secondary markets, and compensation structures.
• Ability to create, compose and edit written materials.
• Demonstrate sound judgment and decision making.
• Ability to effectively interact and communicate verbally and in written form.
• Ability to handle multiple priorities at one time.

Responsibilities

• Provide daily leadership, management, and support for the mortgage fulfillment function by overseeing and motivating teams, setting and achieving strategic goals, and driving key initiatives.
• Manage all aspects related to mortgage processing, underwriting, and closing staff, ensuring alignment with VyStar Credit Union policies and procedures, secondary market guidelines, and applicable state and federal regulations.
• Oversee pipeline conversion from initial consumer engagement through closing, maintaining direct accountability for outcomes.
• Lead daily operations including pipeline flow, elimination of bottlenecks, escalation management, and quality control.
• Design and continuously improve fulfillment workflows to efficiently process high transaction volumes with speed, consistency, and regulatory compliance.
• Define and maintain dashboards that offer real-time insights into conversion rates, cycle times, capacity, and consumer satisfaction.
• Ensure a positive member/borrower experience throughout the pipeline, emphasizing clear communication, predictability, and trust.
• Utilize specialized knowledge in residential lending to guide complex and atypical transactions successfully.
• Provide guidance, oversight, and development to leadership teams, ensuring adherence to departmental goals and contributing to the overall success of Real Estate Lending and VyStar.
• Direct staff in proper application of procedures and policies to deliver quality member experience.
• Monitor service level agreements and production deadlines to guarantee timely mortgage fulfillment.
• Analyze financial conditions and risks of financing requests per VyStar policies, procedures, and prevailing economic and industry trends.
• Continuously monitor industry developments and pursue innovative strategies to maintain VyStar’s competitive position.
• Ensure comprehensive training is provided for all team members to achieve compliance with federal, state, and organizational standards.
• Promote productivity, confidentiality, and security controls, offering excellent service and effective response to member requests.
• Review and advise on exceptional or extraordinary transactions and assist staff in providing services beyond established protocols.
• Resolve or escalate member issues to ensure effective resolution and investigate complaints to provide mutually beneficial solutions.
• Oversee active pipeline management to meet timing targets, enhance member experience, and mitigate reputational risk by reducing portfolio runoff.
• Guide managers across Mortgage Underwriting, Processing, and Closing in establishing expectations for work assignments and service delivery.
• Review quality control reports, recommend enhancements or training for improvement areas, and ensure implementation of necessary changes.
• Oversee staffing within the mortgage fulfillment department, ensuring proper training, performance evaluations, counseling, and documentation of personnel actions.
• Develop, recommend, and manage departmental budgets for cost-efficient operation; monitor expenses accordingly.
• Ensure accurate completion, forwarding, and retention of all records as required.
• Collaborate with peers across Real Estate Lending, VyStar, and with members to resolve issues, demonstrating professionalism and initiative as a strong team player.
• Track and report emerging trends, issues, and opportunities to the SVP, Real Estate Lending.
• Develop and administer ongoing training programs in coordination with internal stakeholders.
• Foster positive relationships with Mortgage Origination (Sales) partners and other Real Estate Lending departments.
• Uphold VyStar core values and Code of Ethics, consistently modeling ethical behavior.
• Demonstrate VyStar Excellence when serving members, employees, and third-party vendors.
• Understand and work proactively toward both mortgage department and broader Credit Union goals.
• Identify and recommend process improvements to Real Estate Lending Management to enhance quality, service, and efficiency.
• Perform additional duties as assigned.
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work.
• To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates.
• The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.
• Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job: Focus - Focus your full attention by carefully listening to and observing client or member.
• Connect - Consistently be friendly and approachable. Demonstrate your care.
• Understand - Listen empathetically and ask questions (70%/30% rule).
• Counsel - Recommend solutions based on your member’s needs and objectives.
• Advance - Ensure that member’s expectations were exceeded. Verify necessary follow-up actions.

Benefits

• At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED