Mortgage Sales & Operations Officer

POSITION SUMMARY

This role is responsible for developing the capabilities of mortgage loan officers, optimizing loan pipeline performance, and ensuring a high‑quality, compliant origination process. The position emphasizes strong regulatory awareness, rigorous file quality assessment, and effective coordination between sales and underwriting teams. Core responsibilities include delivering targeted training, evaluating loan submissions for completeness and compliance, monitoring pipeline performance, and driving process enhancements that strengthen operational efficiency and borrower experience. Staying informed on industry trends and regulatory changes ensures the role remains proactive, adaptive, and aligned with organizational standards.

ESSENTIAL FUNCTIONS

Loan Officer Development & Pipeline Optimization (40%)

• Lead training initiatives that enhance loan officer proficiency in systems, regulatory requirements, and loan structuring best practices.
• Evaluate initial loan application packages for accuracy, completeness, and alignment with underwriting standards.
• Coordinate workflow between MLO, Credit and Operations to maintain timely progression of files.
• Monitor pipeline activity to ensure adherence to origination timelines, compliance expectations, and quality benchmarks.
• Collaborate with third‑party partners (title, escrow, appraisal) to resolve complex issues impacting loan quality or timelines.
• Serve as a strategic liaison between sales and underwriting by:
  • Coaching loan officers to improve the quality and accuracy of loan submissions
  • Conducting pre‑underwriting file assessments to identify gaps or risks
  • Facilitating communication and alignment between cross‑functional teams
  • Tracking performance metrics and providing targeted feedback to support continuous improvement

Loan Quality Review & Cross‑Functional Coordination (30%)

• Design and implement quality assurance measures that strengthen the accuracy, completeness, and compliance of loan files submitted for underwriting.
• Conduct detailed reviews of appraisals, title reports, and transaction structures to ensure alignment with bank policies and regulatory standards.
• Evaluate borrower applications and ensure all required data is captured accurately for lock‑in and registration processes.
• Partner with internal stakeholders across the loan lifecycle to resolve complex scenarios and maintain process continuity.
• Maintain high standards of file integrity through consistent quality checks and documentation accuracy.
• Track pipeline performance and identify bottlenecks or risks requiring escalation.
• Leverage loan origination systems and reporting tools to analyze pipeline trends and support data‑driven decision‑making.

Borrower Communication & Experience Management (20%)

• Engage with borrowers to clarify requirements, address questions, and ensure timely receipt of necessary documentation.
• Provide clear, proactive updates regarding loan status, next steps, and key milestones.
• Enhance borrower understanding of the mortgage process and supports a positive customer experience.

Regulatory Compliance & Governance (10%)

• Complete all mandatory training within required timelines and maintain current knowledge of regulatory and policy changes.
• Ensure all activities align with bank policies, procedures, and applicable federal and state regulations.
• Support internal and external audits by preparing requested documentation and responding to audit inquiries with accuracy and clarity.

OTHER RESPONSIBILITIES :

• Successfully complete all mandatory training on related Bank and BSA compliance as well as other laws and regulations as assigned in a timely manner.
• Perform all assigned duties under Bank’s compliance programs and related laws & regulations.
• Perform other duties as assigned.

Education, Experience and Skills Required :

• 2+ years of retail mortgage loan origination, processing and/or underwriting experience.
• Ability to establish strong partnerships with credit and operations.
• Thorough knowledge of mortgage related products, procedures, and the government rules and regulations pertaining to them.
• Good verbal and written communication skills with the ability to explain programs, loan terms, features, policies and benefits to customers and business partners,

PHYSICAL DEMANDS :

• Minimum mobility to work in an office setting; sit for prolonged period of times; operate office equipment including use of a computer keyboard; and reach with hands and arms. Employees are occasionally required to walk and stand and lift and move records and documents weighing 30 pounds or less.

COMMUNICATION DEMANDS :

• Attention to detail, strong organizational, communication, interpersonal, self-motivated, and analytical skills, ability to interact with all levels of management and staff.

WORK ENVIRONMENT :

• Standard office environment. Noise level in work environment is usually average. Hear in the normal audio range with or without correction. Specific vision abilities required by this job include close vision and the ability to adjust focus.

COMPENSATION:

The base pay range for this position is USD $70,000.00/Yr. - USD $95,000.00/Yr plus full benefits. Exact offer will be determined based on job-related knowledge, skills, experience, and location.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.