Director, National Mortgage Operations

Reporting to the VP, Mortgage Lending, the Director, Mortgage Operations provides leadership and oversight to the day-to-day operational effectiveness of the Mortgage Operations and Funding teams.

The primary responsibility will be to oversee and manage fulfillment and funding operations, ensuring seamless execution and exceptional service delivery throughout the organization.

Key qualifications for this role include a proven track record in driving operational efficiency, optimizing processes, and achieving business goals.

Your ability to lead and inspire the team will be instrumental in maintaining our high standards of quality and customer satisfaction.

Major Duties & Responsibilities :

• Develop new and more innovative, efficient processes to improve overall end-to-end cycle times and improve quality.
• Lead efforts to maintain and improve processes and procedures that result in improved customer experience, operational efficiency, and strengthen risk management.
• Drive the advancement and development of technical improvements and the digitization of the fulfillment process through collaboration with key stakeholders and third-party partnerships.
• Foster a strong working relationship with UW, Product, Sales, QA, and other groups as appropriate to implement key business objectives.
• Participate in goal setting, product development, and other planning activities.
• Train, mentor, and provide support to the Mortgage Operations Managers.
• Provide guidance and direction to the compliance of the RMOM and RMUP.
• Responsible for higher approval levels, managing various escalations from Specialists, Underwriters, DMO’s, and BDM’s.
• Communicate effectively both verbally and in writing to internal and external stakeholders (including UWs, Directors, Appraisers, employers, etc.).
• Maintain and provide the VP with accurate reporting to help process efficiencies and minimize / identify fraud.
• Monitor the department's SLAs, ensuring that they are meeting document review timelines appropriately.
• Support the MMO role in any volume overflow when possible.
• Adhere to all Bank, business area, and AML / ATF policies and procedures.
• Ensure that Quality Assurance requirements, Compliance, and Risk review queries are dealt with in a timely and accurate manner.

Qualifications & Experience :

Degrees, Diplomas & Certifications :

The position requires a university degree or equivalent.

Years and Range of Experience Required to Perform the Job :

• The position requires a minimum of 7 years management experience in Mortgage Administration, Fulfillment, or Operations.
• Experience with delivery and fulfillment of mortgages in a digital environment using portals and mobile applications.
• Extensive working knowledge of property valuation / appraisals and income / employment verification and evaluating the associated risk.
• Extensive working knowledge of the mortgage funding process.
• Proven ability in successfully training and developing Managers.
• Patient, clear communicator who won’t mind working with others until they perfect their skillset.
• Organized, detail-oriented, and able to manage your time appropriately.
• Strong analytical thinker with excellent problem-solving skills.
• Comfortable adapting to a fast-paced, changing working environment.
• Demonstrated leader, comfortable with people management, training, and development as well as comfortable working and supporting multiple teams.

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