Manager, Mortgage Loan Processing
Job Overview
PenFed is hiring a (Hybrid) Manager, Mortgage Loan Processing at our Phoenix, Arizona location. The primary purpose of this job is to manage and develop the mortgage and/or HELOC operations team to achieve desired member experience, member service levels, quality metrics, and corporate objectives. Additionally, this position is responsible for overseeing relationships with all Mortgage Loan Origination staff while maintaining PenFed’s best interest and complying with all policies and procedures. This leader is responsible for effective pipeline management to drive on time closings and reduction of overall cycle times and improve pull through for mortgage and/or HELOC processes.
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
- Collaborate with assigned staff to evaluate and analyze pipeline details. Ensure that all conditions and closing dates are met. Identify any issues that may affect the ability to meet previously established conditions and dates in a timely manner.
- Monitor daily work of the team so that service level agreements are being met. Assist assigned staff in the maintenance of efficient workflow to minimize turn around and processing time from initial application to closing.
- Monitor loans in process to determine any deviation from standard processing time and to take appropriate actions including escalating to appropriate parties for alternatives to ensure members receive timely service. May consult with leadership on exceptions to normal policies and procedures before making decisions.
- Responsible for recruiting, training and continuing professional development of mortgage services staff to include coaching and addressing disciplinary issues.
- Develop and/or suggest methods and other techniques that will increase leads into applications. May review desktop underwriting (DU) loans.
- Ensure exceptional member service by maintaining thorough knowledge of lending programs, policies, procedures and regulatory requirements and demonstrate a commitment to professional ethics.
Upon escalation, counsel individual borrowers appropriately, to include, interpreting rates and programs, interfacing with external customers and providing competitive market information.
Manage workload balancing including approving timecards, overtime, and time off to ensure adequate resources are available to achieve results within budget limitations.
Assist with maintaining PenFed’s compliance with all applicable federal, state and local laws, regulations and ordinances by abiding by PenFed compliance program and all policies, procedures, rules and regulations. Remain current on all mortgage related regulations and changes and keeps section staff informed.
*This role is responsible for ensuring business continuity.*
Qualifications
Equivalent combination of education and experience is considered.
- Bachelor’s degree in business or a related field is preferred or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.
- Minimum of eight (8) years of work experience in mortgage operations is required.
- Minimum of three (3) years of direct management experience required.
- Working knowledge of mortgage lending and/or conventional lending and VA lending policies and procedures. Experience managing mortgage operations that involved customer interaction
- Strong verbal and written communications skills required. Attention to detail required.
- MS office general knowledge required
- Exceptional interpersonal, oral and written communication skills with the ability to present ideas and concepts to both individuals and groups
- Familiarity with Encompass and other industry technologies.
- Strong critical thinking, analytical and organizational skills.
- Commitment to continuous improvement.
- Demonstrated ability to lead and inspire a team and work with internal partners and external agencies.
Supervisory Responsibility
This position will supervise employees.
Licenses and Certifications
There are no additional certifications required.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Ability to travel to various worksites and be on-call may be required.
#LI-Hybrid
Benefits
At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You’ll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.
Our Purpose
Helping members achieve their dreams since 1935.
Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.
Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country.
With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.
