Overview
To plan, manage and direct mortgage operations in mortgage origination or mortgage production center from application through closing. Ensure excellent member service, maximize operational efficiency and minimize risk and losses to NFCU. Drive mortgage lending strategy and execution to maximize key business growth goals in collaboration with executive leadership. Monitor mortgage lending and quality control reports to ensure timeliness and compliance of work produced. Evaluate and adjust branch work quality, staff performance, systems, processes, and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Plan and direct staffing and space planning efforts for Mortgage Lending. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans.
Responsibilities
Develop branch strategy, establish priorities and set goals; evaluate and implement standards to ensure alignment with department/organizational objectives
Manage and direct operations to ensure production goals, service level agreements and corporate objectives are met
Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
Conduct 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; implement changes and improvements
Activate and pivot resources to support overall business unit efficiency, process improvement and communication needs
Oversee underwriting standards to ensure NFCU's risk tolerance guidelines are met
Act as Assistant Treasurer for the purpose of signing NFCU drafts and bank wires
Monitor loan quality for alignment with investor standards to ensure loan eligibility for secondary market
Identify discrepancies and/or errors and direct staff to take appropriate action
Investigate escalated member inquiries/complaints and take appropriate action
Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations (e.g., RESPA, MDIA, TIL, ECOA), NFCU, NCUA and CFPB policies and procedures
Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
Organize and promote a work environment that emphasizes member service, creativity, quality, productivity, and partnership
Collaborate with other business units to analyze and improve procedures and resolve problems to ensure high quality member service
Serve as change management champion; apply change management principles and knowledge to conduct organizational assessments, develop strategies, change roadmaps and plans
Provide overall leadership to business unit strategic projects and/or programs; ensure effective management of projects from inception through implementation
Oversee training and development programs for staff; evaluate training programs to ascertain effectiveness
Oversee the completion, evaluation, and submission of reports to senior management
Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
Develop and implement change management strategies and solutions
Serve as change management lead for branch; apply change management principles and knowledge to conduct organizational assessments, develop strategies, change roadmaps and plans
Perform supervisory/managerial responsibilities
Ensure adequate/skilled staffing; select employees
Establish performance goals and priorities
Prepare, conduct and review performance appraisals
Develop, mentor and counsel staff
Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
Ensure section/branch goals and objectives align with division/department strategy
Ensure efficiency of operations
Leadership Level - Supervise daily activities
Perform other duties as assigned
Qualifications
Bachelor's degree in Finance, Economics, Business Administration, or related field, or an equivalent combination of education, training, and experience
Expert knowledge of applicable federal and state laws, rules and regulations
Expert knowledge of FHA, VA, FNMA, and GNMA requirements
Expert knowledge of mortgage and equity loan products, services, processes and procedures
Extensive progressively responsible experience leading and managing a multi-functional mortgage processing/closing or underwriting operation, preferably in a large financial institution
Extensive experience in member/customer service operations to include understanding of effective member/customer service philosophy
Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
Expert skill interpreting and applying applicable federal and state laws, rules and regulations
Expert skill applying lending principles, financial practices, and evaluation of creditworthiness to make credit decisions
Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
Expert skill presenting findings, conclusions, alternatives and information clearly and concisely
Expert skill exercising initiative and using good judgment to make sound decisions
Expert verbal and written communication skills
Advanced database, word processing, spreadsheet, and presentation software skills
Expert skill building effective relationships through rapport, trust, diplomacy and tact
Expert skill in producing desired results and achieving goals and objectives
Extensive experience supervising and leading employees
Extensive experience in change management
Expert organizational, planning and time management skills
Expert skill identifying and analyzing business requirements and recommending solutions
Expert critical thinking, analytical, and problem-solving skills
Desired Qualifications
Master's degree in Finance, Economics, Business Administration
Advanced knowledge of NFCU products, services, programs, policies and procedures
Additional Information
Hours:
Monday - Friday, 8:30AM - 5:00PM
Location:
820 Follin Lane, Vienna, VA 22180
5510 Heritage Oaks Drive, Pensacola, FL 32526
141 Security Drive, Winchester, VA 22602
About Us
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.
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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 medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. 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 (https://fa-etbx-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/nfcu/pages/employee-benefits) 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. REQNUMBER: 32019
