Manager - Mortgage Operations- Remote, Mesa/Phoenix, AZ

Cognizant • Mesa, AZ • 4h ago

Manager - Mortgage Operations- Remote Mesa/Phoenix, AZ

Fully Remote position for Mesa/Phoenix, AZ residents ONLY!

Summary:

The Manager will be responsible for the day-to-day management of U.S. residential mortgage operations across two site locations (Plano, TX and Mesa, AZ), leading a blended team of in-office and remote/work-from-home employees. This role requires strong, hands-on working knowledge of the full mortgage origination lifecycle - Processing, Underwriting, and Closing - along with excellent client relationship management and people management skills. The Manager will drive daily production, quality, and turnaround-time targets while ensuring a positive, engaged, and high-performing team environment.

Key Responsibilities:

Operational Management

Manage the daily operations of Processing, Underwriting, and Closing teams across the Plano, TX and Mesa, AZ locations.

Monitor daily/weekly production volumes, pipeline aging, turnaround times (TAT), and quality metrics; take corrective action where targets are at risk.

Ensure consistent workflow and process adherence across in-office and remote/WFH staff.

Review and resolve complex or escalated loan files requiring managerial sign-off or guidance.

Ensure compliance with applicable U.S. mortgage regulations and investor/agency guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA).

Coordinate with QC and Compliance teams on audits, error trends, and corrective action plans.

Identify and implement process improvements to increase efficiency and reduce turnaround times.

People Management

Directly supervise Processors, Underwriters, and Closers across both locations and remote staff.

Manage day-to-day scheduling, attendance, and workload distribution to ensure adequate coverage across sites and shifts.

Conduct regular one-on-ones, team huddles, and performance check-ins with both in-office and remote employees.

Support recruitment, onboarding, and training of new team members.

Conduct performance evaluations, provide coaching/feedback, and manage performance improvement plans as needed.

Foster team engagement, morale, and a collaborative culture across dispersed/hybrid teams.

Escalate employee relations matters to HR/senior management as appropriate.

Client & Stakeholder Management

Act as a key point of contact for day-to-day client communication regarding loan status, volume, and service issues.

Participate in client calls and business reviews, providing updates on team performance, TAT, and quality.

Build strong working relationships with clients, vendors, and internal departments (Sales, IT, Compliance, HR).

Manage and resolve client escalations promptly and professionally, looping in senior leadership when required.

Reporting

Prepare and maintain daily/weekly reports on production, quality, TAT, and staffing for review by senior management.

Track team KPIs and provide regular performance updates to the General Manager/senior leadership.

Required Qualifications & Experience:

Bachelor's degree in Business, Finance, or related field preferred.

10+ years of experience in U.S. residential mortgage operations, including at least 2-3 years in a team lead or managerial role.

Strong hands-on knowledge of Loan Processing, Underwriting, and Closing - conventional, FHA, VA, and/or USDA loan @types preferred.

Working knowledge of U.S. mortgage regulatory requirements (TRID, RESPA, ECOA, Fair Lending) and investor/agency guidelines.

Experience managing teams that include both in-office and remote/work-from-home employees.

Demonstrated experience in client-facing roles, including handling escalations and status reviews.

Strong communication, organization, and problem-solving skills.

Proficiency with LOS platforms (e.g., Encompass, Calyx, Byte) and MS Office/reporting tools.

Willingness and ability to travel between Plano, TX and Mesa, AZ as required.

Key Competencies

Working knowledge of mortgage origination: Processing, Underwriting, Closing

People management across hybrid/distributed teams

Client relationship management and issue resolution

Process orientation and attention to detail

Compliance and risk awareness

Coaching, feedback, and team development

Time management and prioritization under deadline pressure

Work Environment

This is a hybrid leadership role requiring regular presence at both the Plano, TX and Mesa, AZ offices, along with oversight of remote/work-from-home team members.

The role may require flexibility in working hours to align with team coverage and client time zones, as well as periodic travel between sites.

Salary and Other Compensation:

Applications will be accepted until August 7, 2026.

The annual salary for this position is between $80,000 - $115,000 depending on experience and other

qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and

subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting.

Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Cog2026

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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