Assistant Manager, Mortgage Loan Operations (Processing)

To assist with planning, managing and directing the functions of mortgage loan production from loan origination through closing in an assigned geographic area. Ensure excellent member service, maximize operational efficiency and minimize risk and losses to NFCU. Assist with establishing and implementing performance standards to increase productivity and enhance member service. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Manage daily activities of professional employees and/or supervisors. Support senior management in developing and executing strategic plans. Act as Manager in the incumbent’s absence.Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.Our approach to careers is simple yet powerful: Make our mission your passion.FORTUNE100 Best Companies to Work For 2025Yello and WayUp Top 100 Internship ProgramsComputerworld Best Places to Work in ITNewsweek Most Loved Workplaces2025 PEOPLE Companies That CareNewsweek Most Trustworthy Companies in AmericaMilitary Times 2025 Best for Vets EmployersBest Companies for Latinos to Work for 2025Forbes 2025 America’s Best Large EmployersForbes 2025 America's Best Employers for New GradsForbes 2025 America's Best Employers for Tech Workers2025 RippleMatch Campus Forward Award Winner for Overall Excellence Military.com Top Military Spouse Employers 2025 2025 Handshake Early Talent AwardFrom Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at View email address on click.appcast.io or by calling View phone number on click.appcast.io. This team cannot provide any information on job postings or application status.Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.Bachelor’s degree in Finance, Economics, Business Administration, or related field, or an equivalent combination of education, training, and experienceAdvanced knowledge of applicable federal and state laws, rules and regulationsAdvanced knowledge of FHA, VA, FNMA, Freddie Mac and Conventional Investor guidelinesAdvanced skill applying lending principles, financial practices, and evaluation of creditworthiness to make credit decisionsAdvanced knowledge of mortgage and equity loan products, services, processes and proceduresSignificant progressively responsible experience leading and managing a multi-functional mortgage processing/closing or underwriting operation, preferably in a large financial institutionSignificant experience in member/customer service operations to include understanding of effective member/customer service philosophyAdvanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modelingSignificant experience in change managementSignificant experience supervising and leading employeesDesired QualificationsWorking knowledge of NFCU products, services, programs, policies and procedures Advanced skill interpreting and applying applicable federal and state laws, rules and regulationsAdvanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationshipsAdvanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomesAdvanced skill presenting findings, conclusions, alternatives and information clearly and conciselyAdvanced skill exercising initiative and using good judgment to make sound decisionsAdvanced verbal and written communication skills Advanced database, word processing, spreadsheet, and presentation software skillsAdvanced skill building effective relationships through rapport, trust, diplomacy and tactAdvanced skill in producing desired results and achieving goals and objectivesAdvanced skill identifying and analyzing business requirements and recommending solutionsAdvanced organizational, planning and time management skillsAdvanced critical thinking, analytical, and problem-solving skillsAdditional InformationHours:Monday - Friday, 8:00AM - 4:30PMLocations: 5510 Heritage Oaks Drive, Pensacola, FL 32526141 Security Drive, Winchester, VA 22602Assist with developing branch strategy, establishing priorities and setting goals; evaluate and implement standards to ensure alignment with department/organizational objectivesManage and direct operations to ensure production goals, service level agreements and corporate objectives are metMonitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standardsAssist with conducting benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency Identify and resolve operational and performance gaps and obstacles; recommend and implement changes and improvementsDevelop, recommend, implement, and communicate new and/or changes to loan programs and productsAnalyze loan risk in accordance with investor standards and desktop underwriter requirementsIdentify discrepancies and/or errors and direct staff to take appropriate actionInvestigate escalated member inquiries/complaints and take appropriate actionProvide guidance and direction to staff regarding member related matters, operational issues, processing, policy, account management, underwriting, and closing functions; authorize appropriate solutions to resolve issuesEnsure member contact is performed in accordance with established SLAsMaintain thorough knowledge of, provide guidance, and ensure compliance with applicable federal and state laws, rules, regulations (e.g., e.g., RESPA, MDIA, TIL, ECOA) and NFCU, NCUA, and CFPB policies and proceduresMonitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisionsPerform quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and NFCU policies and proceduresRemain alert to threats to loan security, fraudulent applications, and other questionable practices that may negatively impact the integrity of the loan portfolioAddress and resolve internal/external audit questions and findingsOrganize and promote a work environment that emphasizes member service, creativity, quality, productivity, and partnershipCollaborate with other business units to analyze and improve procedures and resolve problems to ensure high quality member serviceDevelop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management requestProvide management with reports and comparative analyses; identify trends and recommend changes Lead and/or represent branch in change management efforts, cross-functional initiatives and department/organization projectsAssist with overseeing training and development programs for staff; provide training to staff; assist with evaluating training programs to ascertain effectivenessPerform supervisory/managerial responsibilitiesEnsure adequate/skilled staffing; select employeesEstablish performance goals and prioritiesPrepare, conduct and review performance appraisalsDevelop, mentor and counsel staffProvide input and/or prepare budget requirements for Annual Financial Plan (AFP)Ensure section/branch goals and objectives align with division/department strategyEnsure efficiency of operationsLeadership Level – Supervise daily activitiesPerform other duties as assignedFull timePosting Date: 2026-09-24