Mortgage Loan Operations Manager

Job Details: Job Location: Corporate Office Location - Redwood City, CA, Salary Range: Undisclosed, Do you have experience leading mortgage processing and underwriting operations? Do you enjoy improving workflows to create more efficient and effective operations? Would you like to work at a collaborative organization that thrives on providing outstanding member service both internally and externally? If so, we’d love to talk with you about Monterra Credit Union’s Mortgage Loan Operations Manager Position! Located in the heart of the Bay Area, Monterra Credit Union is a community-centric and growth-oriented financial institution. We invest in the success of people and our community by giving back, making things easier, and committing ourselves to our members’ potential. Diversity, equity and inclusion are critical to our success, and we value the varied backgrounds and experiences that everyone brings to our organization. If you value collaboration, forward-thinking, and giving back, this just might be the place for you. SALARY & BENEFITS Monterra Credit Union reflects the value placed on employees by providing an excellent salary and benefits package: Starting pay of $117,000 - $139,000 per year depending on experience Semi-annual bonuses for meeting key financial and operational goals Medical, Dental, Vision, Life, and Long-Term Disability insurances 401(k) including generous matching contributions Discounts on financial products and services, including mortgage and auto loans Paid time off, tuition reimbursement, and much more! This position is based on-site at our Corporate Office in Redwood City, CA. Following the successful completion of meeting performance expectations, you may request a hybrid work arrangement of up to two remote days per week, subject to approval from your supervisor. POSITION SUMMARY The Mortgage Operations Manager is responsible for overseeing the day-to-day operations and staff within the Mortgage Operations Department. This role is responsible for ensuring departmental goals are met or exceeded while delivering exceptional member service and maintaining compliance with applicable regulations, policies, and procedures. The Mortgage Operations Manager oversees and coordinates the Credit Union’s mortgage processing and underwriting functions to ensure efficient operations, quality service, and effective workflow management. PRIMARY RESPONSIBILITIES Oversee and manage the day-to-day operations of the Real Estate Operations Department, ensuring efficient workflows and high-quality service. Provide leadership, coaching, and performance management to department staff, fostering accountability, professional development, and a collaborative team environment. Monitor loan pipelines, production volumes, service-level agreements, and turnaround times to ensure departmental goals and member expectations are met. Balance workloads and staffing resources to ensure appropriate coverage and the timely completion of assigned responsibilities. Oversee mortgage processing, underwriting, closing, and funding operations to ensure accuracy, efficiency, and compliance. Ensure compliance with applicable federal and state regulations, investor requirements, secondary market guidelines, and Credit Union policies and procedures. Identify operational trends, performance gaps, and workflow challenges and implement appropriate solutions and process improvements. Establish and monitor departmental performance metrics and provide regular reporting and updates to senior management. Partner with RE Sales Manager and other internal departments to support loan production, resolve issues, and provide an exceptional member experience. Address escalated member, employee, and operational concerns and ensure timely and appropriate resolution. Develop, implement, and maintain operational procedures, controls, and best practices. Ensure employees are appropriately trained and have the knowledge and resources necessary to perform their responsibilities successfully. Promote a culture of individual accountability by clearly communicating expectations and holding employees responsible for performance, quality, and service standards. Collaborate with senior leadership to develop and execute strategies that support departmental efficiency, loan growth, and the overall strategic objectives of the Credit Union. Manage relationships with applicable third-party vendors and business partners to ensure service expectations and operational needs are met. Stay informed of changes in mortgage regulations, industry trends, and operational best practices and implement necessary changes within the department. Maintains a quality control program and audit schedule to be performed on all lending function areas, ensuring loan documentation is following regulations including loan rates and terms Coordinates effectively with all Credit Union departments and actively supports Credit Union strategies and directives Performs special assignments and other work-related duties as assigned. Must maintain a valid registration with the National Mortgage Licensing System & Registry Must comply with applicable laws and regulations, including but not limited to, TRID, Dodd Frank, RESPA, SAFE Act, the Bank Secrecy Act, the Patriot Act, and laws enforced by the Office of Foreign Assets Control. Provides service that aligns with the Credit Union’s mission of passionately delivering relevant products, services, and education tailored to help our members, employees, and communities achieve their financial goals. PHYSICAL DEMANDS The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing duties of the job, employee may be required to use frequent physical activities including sitting, standing, reaching, walking, talking, bending, and constant use of hands. Employee must occasionally lift and/or move up to 5 pounds. Employee may occasionally work overtime. These activities are not necessarily performed to the same degree and combination every day. Apply Now for Consideration! Monterra Credit Union is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, disability, or protected veteran status. Qualifications: Minimum of 5 years real estate loan processing and underwriting supervisory experience within a financial institution Business degree or other related discipline is preferred. Strong leadership and training skills with the ability to perform day-to-day management tasks Knowledge of regulatory compliance and mortgage loan products including 1st and 2nd mortgages Able to operate independently, with a full understanding of all real estate processing and underwriting procedures and activities Thorough knowledge of applicable legal and regulatory requirements in the real estate area Empower experience is preferred. Proficient in use of PC with Windows-based programs, as well as mortgage loan processing through an automated system Well organized with keen attention to detail, and familiarity with Credit Union quality service expectations Occasional travel may be expected.