Mortgage Processor

Role Summary

The HELOC Loan Processor is the operational engine of the credit union's home equity line of credit program. Working as a member of the extended lending operations team, the Processor manages every file from completed application through the issuance of a clear-to-close, ensuring each loan is processed accurately, compliantly, and within the credit union's established service level standards. This role is the primary liaison between the loan officer, the member, third-party vendors, and the underwriting team — and is directly accountable for the quality, completeness, and timeliness of every file submitted.

Core Responsibilities

• Review all incoming HELOC applications for completeness and accuracy against the credit union's loan policy and URLA requirements
• If required within process requirements, issue the initial disclosure package —within the required regulatory window and track delivery confirmation for every file.
• Order and manage all third-party services including appraisal through the credit union's approved AMC, title search through approved title counsel, flood determination, and any required HOA certifications — tracking expected turnaround against the file timeline.
• Collect, review, and verify all required income documentation including W-2s, paystubs, federal tax returns, self-employment income analysis, and Social Security or pension award letters — identifying discrepancies before file submission to underwriting.
• Collect and review asset documentation including bank statements and investment accounts, ensuring all large deposits are sourced and documented in compliance with underwriting guidelines.
• Collect and review all other documentation required, including, but not limited to, hazard insurance, flood insurance, identification, verify membership or membership application, property report, letters of explanation, etc.
• Build and maintain a complete, accurately named eFolder in Encompass following the credit union's document naming convention and stacking order standards.
• Perform a pre-underwriting file review — calculating preliminary DTI and CLTV, confirming income documentation aligns with guidelines, and verifying all required documents are present — before submitting any file to underwriting.
• Write a clear, concise processor submission narrative summarizing the loan scenario, borrower employment and income story, any derogatory history explanations, and the reasons the loan merits approval.
• Manage underwriting conditions promptly, communicate clearly with the loan officer and closing team,track condition fulfillment, and upload cleared documentation to Encompass.
• Advance Encompass milestones accurately and at the correct points in the workflow, ensuring the pipeline reporting visible to the loan officer team and management reflects the true status of every file.
• Effective pipeline management to ensure all required follow-ups are sent and turn-times are met.
• Monitor all regulatory timing deadlines Reg B/NOI - and escalate any file at risk of a compliance timing failure to the supervisor immediately.
• Maintain regular, professional, and member-centric communication with the loan officer and member throughout the loan lifecycle, providing proactive updates at every stage transition without waiting for inbound inquiries.
• Document all member and LO interactions in Encompass with date, time, and a clear summary of the communication and any commitments made.
• Detail oriented with a strong focus on quality. Meets monthly performance goals including production, quality, and member satisfaction
• Ability to process standard product offerings while verifying accuracy and adherence to guidelines of all documents required to complete submission to Underwriting

Regulatory & Compliance Responsibilities

• Maintain working knowledge of TILA/Regulation Z, RESPA/Regulation X, ECOA/Regulation B, HMDA/Regulation C, FCRA, the Flood Disaster Protection Act, and BSA/AML obligations as they apply to HELOC origination.
• Ensure all HMDA-required data fields are accurately captured in Encompass at the time of application intake, including ethnicity, race, sex, age, income, loan purpose, and property type.
• Complete OFAC / Watch List screening on all borrowers at application intake and document results in the file.
• Adhere to the credit union's BSA/AML Customer Identification Program requirements, including member identity verification and beneficial ownership documentation where applicable.
• Comply with all appraiser independence requirements — never communicate directly with the appraiser regarding value and process all appraisal orders through the credit union's approved AMC channel.

Required Qualifications

• Minimum 2 years of mortgage processing experience, with direct experience on home equity products strongly preferred.
• Demonstrated working knowledge of Encompass LOS — including milestone management, eFolder organization, and condition tracking.
• Working knowledge of disclosure requirements, ECOA adverse action procedures, and HMDA data collection standards.
• Ability to independently calculate DTI and CLTV from credit, income, and asset documentation.
• Strong written and verbal communication skills
• Proven ability to manage a pipeline of 30 or more active files simultaneously while maintaining accuracy and regulatory compliance.
• Experience working with self-employed income documentation including Schedule C, 1120S, and 1065 tax returns.
• Familiarity with appraisal review standards, title commitment components, and flood determination requirements.
• High attention to detail and a demonstrated track record of zero-defect file submissions to underwriting.
• NMLS registration or willingness to obtain registration as required by applicable state law.

Preferred Qualifications

• Credit union lending experience — familiarity with NCUA regulatory environment and member-centric service culture.
• Experience working in an outsourced or extended team BPO model, processing on behalf of a lender client.
• Knowledge of Texas home equity lending requirements, New York attorney closing requirements, or other state-specific HELOC regulations.
• Completion of mortgage processing certification through MBA, NAMP, or equivalent professional organization.
• Experience with DocMagic or Docutech disclosure fulfillment platforms integrated with Encompass.
• Bilingual English/Spanish a plus in markets with significant Spanish-speaking membership.

Performance Standards

• First-submission-to-underwriting quality rate of 95% or above — files submitted without missing documents, miscalculated income, or preventable conditions.
• Average condition response turnaround of 24 hours or less from underwriter condition issuance.
• Zero disclosure timing violations — all disclosures delivered within required regulatory windows.
• Daily pipeline report and Encompass milestone accuracy maintained — no milestone advanced incorrectly or out of sequence.
• Member and LO communication touchpoint at every stage transition — no file advances more than three business days without a documented status update.

Equal Employment Opportunity

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law.

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.