Loan Setup Manager

The Loan Setup Manager is responsible for overseeing the daily operations, workflow, and performance of the Loan Setup (LSU) team. This role provides leadership, coaching, and operational support while ensuring loans are assigned and processed accurately, efficiently, and in accordance with company policies and applicable compliance requirements. The Loan Setup Manager is also responsible for team staffing and development, including hiring, onboarding, training, timecard management, performance support, and ongoing process improvement. This position partners with management, operations, technology, and other departments to implement system enhancements, support project testing, and assist with the rollout of new products and processes. Key Responsibilities Oversee daily Loan Setup workflows, queues, assignments, staffing, and coverage to ensure service-level expectations and turn times are consistently met. Monitor loan inventory, including loans pending more than three business days, Rush Loans, same-day expiration items, and other time-sensitive requests. Manage and prioritize team inboxes, assignments, documentation, borrower additions, FHA case activity, and other operational workflows. Serve as the primary operational contact for Trelix, managing vendor performance, workflow, procedural updates, capacity, and turn times. Lead, coach, and develop the Loan Setup team while maintaining accountability for productivity, quality, accuracy, and service. Recruit, interview, hire, onboard, train, and support team members in partnership with management and Human Resources. Conduct regular team meetings and individual check-ins to communicate priorities, address concerns, and support employee development. Identify knowledge gaps and provide coaching, mentoring, and targeted training. Manage team timecards, attendance, scheduling, and workforce-related responsibilities in accordance with company policy. Foster a culture of accountability, collaboration, continuous improvement, and customer service. Escalations & Quality Resolve complex and escalated Loan Setup issues involving documentation, credit, system errors, workflow, and operational exceptions. Troubleshoot Desktop Underwriter (DU) errors and coordinate appropriate resolution. Provide guidance on operational and compliance requirements, including fee entries, address updates, system notes, and required documentation. Identify recurring issues and implement corrective actions to improve quality, efficiency, and turn times. Escalate significant operational, compliance, staffing, or vendor performance concerns to senior management as appropriate. Systems, Projects & Process Improvement Identify and implement opportunities to improve Loan Setup workflows, efficiency, quality, and the overall customer experience. Partner with Technology, Operations, and cross-functional teams to define system requirements and implement enhancements. Participate in system testing, including developing test scenarios, executing test cases, documenting results, identifying defects, and validating resolutions. Support the rollout of new products, programs, systems, and processes that impact Loan Setup operations. Develop and communicate updated procedures, job aids, training materials, and workflow documentation. Ensure the LSU team and Trelix are informed and trained on applicable product, process, and system changes. Monitor the effectiveness of system and process changes and provide recommendations for additional enhancements. Communicate project status, testing results, outstanding issues, implementation concerns, and operational impacts to management and project stakeholders. Qualifications 3-5 years of experience in mortgage loan operations, loan setup, or a related mortgage function. 2-3 years of supervisory or management experience, preferably within a wholesale mortgage operations environment. Strong Encompass experience is mandatory. Strong knowledge of mortgage loan setup processes, documentation requirements, workflow management, and applicable compliance requirements. Working knowledge of Desktop Underwriter (DU), FHA case assignment processes, and mortgage systems. Experience managing team performance, staffing, training, scheduling, and employee development. Experience managing or partnering with an offshore or third-party vendor is strongly preferred. Demonstrated ability to monitor and manage service levels, turn times, workload, and operational performance. Strong analytical, problem-solving, organizational, and decision-making skills. Excellent written and verbal communication skills with the ability to communicate effectively with employees, management, vendors, Technology, and cross-functional business partners. Strong leadership and interpersonal skills with the ability to manage competing priorities in a fast-paced. #J-18808-Ljbffr