Director, Mortgage Fulfillment

As the Director, Mortgage Fulfillment, you are accountable for the performance, strategy, and execution of the mortgage fulfillment function. You will lead end-to-end fulfillment operations, ensuring adherence to client, regulatory, and investor guidelines while driving accuracy, consistency, and cycle time performance.

You will lead managers and mortgage fulfillment teams across onsite and offshore operations, ensuring alignment, accountability, and consistent execution. A primary focus of this role is delivering on client expectations by meeting or exceeding SLAs for turn times, quality, and responsiveness, while maintaining strong client relationships and resolving issues quickly.

You will oversee mortgage fulfillment production, productivity, quality, and service levels, using data to manage performance, identify trends, and improve outcomes. You will drive operational efficiency through process discipline, strong technology adoption, and a clear focus on leveraging AI and automation to improve scalability, quality, and speed.

This role plays a key part in strengthening fulfillment processes, maintaining compliance, and building a high-performing, scalable operation aligned to client and business needs.

RESPONSIBILITES:

• Lead and develop mortgage fulfillment post-closing specialists, processors, closers, and other fulfillment staff across onsite and offshore operations; set direction, align priorities, and drive accountability and development
• Own end-to-end mortgage fulfillment performance, ensuring accuracy, quality, timeliness, and compliance with client, regulatory, and investor requirements
• Serve as senior client contact; ensure SLAs for turn times, quality, and responsiveness are consistently met or exceeded
• Oversee mortgage fulfillment production strategy and resource allocation across teams to maximize productivity and service consistency
• Drive process improvement through technology, automation, and AI to improve efficiency, quality, and scalability
• Maintain strong quality control and risk management practices; address issues and ensure compliance standards are met
• Deliver clear performance reporting on productivity, quality, SLAs, and trends, act quickly to close gaps
• Partner cross-functionally to resolve issues, improve execution, and align delivery with client needs
• Lead initiatives that improve cycle times, client satisfaction, and operational performance
• Oversee client onboarding to ensure clear expectations, smooth implementation, and consistent execution

QUALIFICATIONS:

• Bachelor's degree or equivalent experience; 10-12+ years in mortgage fulfillment, origination, or post-closing operations
• 8+ years of progressive leadership experience with a track record of building and leading high-performing mortgage fulfillment teams across processors, closers, and post-closing staff
• Deep experience across the fulfillment lifecycle, including processing, closing, post-closing, and investor delivery requirements
• Proven experience operating in a third-party or vendor environment supporting multiple clients with differing SLAs, expectations, and processes
• Strong leadership presence with the ability to drive accountability, improve performance, and lead through change
• Demonstrated ability to manage onsite and offshore operations, ensuring alignment, consistency, and productivity across locations
• Strong focus on technology, automation, and AI; experience identifying opportunities and driving adoption to improve efficiency and scalability
• Solid understanding of fulfillment workflows, risk management, and quality control standards
• Strong client management skills, with the ability to manage expectations, meet SLAs, and resolve issues effectively
• Strong analytical skills, with the ability to use data to track performance, identify trends, and drive decisions
• Excellent communication skills, with the ability to engage across teams, clients, and senior leadership
• Ability to manage competing priorities in a fast-paced, deadline-driven environment while maintaining a focus on execution and results

BENEFITS:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life & Disability Insurances