Mortgage Operations Supervisor

Position: Mortgage Operations Supervisor

Department: Credit Administration

Classification: ExemptSalaried

Job Grade: Officer

Revised Date: 04/24/2025

Position Summary:

The Mortgage Operations Supervisor will be responsible for overseeing and optimizing the operational processes of the mortgage division from loan origination to closing. This position will work closely with the Loan Servicing Manager and Chief Credit Officer to ensure timely efficient consistent and accurate loan processing while ensuring compliance with internal policies and industry regulations.

The Mortgage Operations Supervisor will direct administer participate and coordinate the activities of the mortgage lending and mortgage/retail loan processing functions in accordance with established Bank goals and objectives. This position will direct and participate in the establishment of residential lending goals; return on investment objectives; the development and implementation of policies and programs to ensure the achievement of those goals.

This position will work extensively with the secondary market programs and must know Fannie Mae Freddie Mac Jumbo MHFA FHA VA MI and RD underwriting guidelines and guidelines for all investors for which Citizens Alliance Bank has delegated underwriting authority.

This position will report to the Loans Servicing Manager in the Credit Administration department. The level of this position is based on years of service education and/or equivalent experience knowledge level and skill set.

Essential Functions:

To perform this job successfully an individual must be able to perform each Essential Function and Skill satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

1.Train supervise mentor and manage mortgage operations staff.

2.Conduct performance reviews provide feedback and set professional development plans for direct reports.

3.Develop and implement training guides and continuous coaching for mortgage operations staff.

4.Process Optimization includes but not limited to;

5.Oversee the Encompass LOS program to ensure smooth workflow across all stages of the mortgage process (origination processing underwriting pricing closing and funding).

6.Streamline processes to improve efficiency and reduce processing times without compromising compliance or customer satisfaction.

7.Monitor loan pipeline and reassign files as needed to maintain reasonable workloads and ensure timely processing.

8.Assist MLOs and partners in addressing resolving and responding to any customer concerns related to the processing of the mortgage loan.

9.Compliance and Risk Management includes but not limited to;

10.Ensure compliance with all relevant federal state and local regulations including TILA RESPA HMDA and other mortgagerelated laws.

11.Develop and implement procedures to mitigate operational risks and ensure compliance with regulatory changes and company policies.

12.Serve as a point of escalation for client issues and work with staff to resolve customer concerns in a timely manner.

13.Be point of contact for compliance externa audit and exam reviews of mortgage loans.

14.Maintain current knowledge of FHLBMPF and other vendor requirements for loan servicing.

15.Reporting and Coordination includes but not limited to;

16.Provide regular reporting to the Loan Servicing Manager Chief Credit Officer and the Senior Market Manager on key operational metrics performance and loan pipeline.

17.Liaison between sales processing underwriting and closing departments to ensure seamless communication and coordination throughout the loan process.

18.Collaborate with IT department and mortgage service vendors to troubleshoot. system issues and enhance mortgage technology capabilities.

19.Act as FHLBMPF Bank Representative including eMPF Security Administrator to add edit and delete MPF Authorities associated with delegation of authority for MPF Access.

20.Perform other duties as assigned.

21.Travel for trade and industry schools and seminars.

22.his position requires a valid Drivers License.

23.Regular attendance and punctuality when reporting to work.

24.This position may require installation of a MultiFactor Authentication (MFA) app on an employees personal mobile device. THE MFA apps are used to authenticate a users identity to the system for security purposes.

25.All employees are expected to exemplify and follow our core values.

26.Adhere to and comply with all applicable federal and state laws regulations and guidance including those related to BSA/AML as well as adhere to the Banks policies and procedures.

Citizens Alliance Bank is an Equal Opportunity qualified applicants will receive consideration for employment without regard to race color age religion gender sexual preference or orientation gender identity gender expression national origin disability veteran status and all other protected classes.

Core Values:

Humility We are bluecollar bankers. We are relatable downtoearth people who greet our smallest customer the same way we greet our largest.

Respectful Genuine Care for Others We care about each other we care about our customers and we care about our communities.

Finds A Way This simply put is nothing more than attitude. Its a cando spirit a desire to help to contribute to go above and beyond and to make a difference.

Effort We expect a lot of ourselves and hold ourselves to a high standard. We are not entitled and we need to earn it from our customers and each other every day.

OwningIt OwningIt or Accountability is a big word that can encompass a great many things. For Citizens Alliance Bank its about ownership. When an employee says they will do something they follow through and get it done.

Educatuion and Experience:

High School diploma or GED Etc.

Continuing Education to maintain job knowledge.

Five plus years of mortgage banking experience.

Expert knowledge of mortgage industry and operations.

Required Previous management experience.

Preferred Three to Five years of customer service experience.

Preferred Proficiency in Microsoft Suites.

The employer has the right to revise this position description at any time. The position description is not a contract for employment.

Required Experience:

Manager