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Desert Financial Credit Union · 3 weeks ago

Manager First Mortgage Processing

Phoenix, AZ

Full-time

Onsite

Mid, Senior Level

4+ years exp

Desert Financial Credit Union is seeking a Manager of First Mortgage Processing to lead the mortgage processing team and oversee day-to-day operations. This role involves ensuring loan files are accurate and efficient, coaching team members, and driving process improvements to enhance member experience.

BankingFinance

Responsibilities

Provide direct reports ongoing coaching, performance feedback, and development opportunities to ensure high levels of accountability, accuracy, productivity, and exceptional member service

Foster a high-performing team environment by motivating, developing, and guiding team members

Implement strategies to build team cohesion and morale, ensuring employees feel supported and empowered

Resolve conflict and performance concerns proactively using effective communication and de-escalation strategies to maintain professionalism and productivity

Promote a culture of teamwork and collaboration ensuring processors deliver consistent and positive experiences for members and internal partners where challenges are resolved constructively

Oversee daily operations of the mortgage processing team to ensure loan files progress efficiently through underwriting and closing, meeting service level expectations

Use strong judgment and critical thinking skills to review complex or escalated loan files, providing guidance that supports employee development, issue resolution and timely underwriting decisions

Ensure file/loan compliance with all applicable regulations, investor guidelines (Fannie Mae, Freddie Mac, FHA, VA), and internal credit policies, addressing gaps or risks proactively

Partner with underwriting, sales, and closing to ensure consistent communication, seamless workflow, and an exceptional member experience

Lead strategic initiatives to enhance efficiency, quality, and member experience. Proactively evaluate processes and procedures to identify operational risks and opportunities for improvement

Demonstrate change readiness by adapting to evolving business needs, regulatory requirements, and technology enhancements

Lead the team through transitions with effective communication and minimal disruption

Demonstrate technical aptitude by supporting technology optimization and automation initiatives. Stay current with relevant systems and tools, leveraging technology to improve team and Member experiences

Utilize performance metrics and data trends to provide actionable coaching and drive continuous process improvement

Track, analyze, and communicate key performance indicators to support team growth and accountability

Proactively share performance results and improvement opportunities results with the team and other first mortgage leaders

Perform other duties as assigned

Qualification

Mortgage processingMortgage regulationsLeadership experienceCritical thinkingTeam developmentProcess improvementTechnical aptitudeCommunication skills

Required

High School Diploma or GED

4+ years of experience in first mortgage processing, underwriting, or mortgage operations

2+ years of leadership or supervisory experience in mortgage processing or a related area

Demonstrates strong ability to motivate, develop, and guide team members. Provides clear expectations, coaching, and feedback that drive performance, engagement, accountability, and professional growth

Strong communication skills: Communicate clearly and effectively in verbal and written formats with ability to tailor communication to the audience. Ensures information is shared in a timely, transparent, and respectful manner to support member service and internal collaboration

Demonstrates strong technical proficiency and in-depth knowledge of mortgage regulations, investor guidelines, and lending requirements to ensure accurate and compliant processing

Builds effective cross-functional partnerships by driving open communication and collaborative problem-solving to support seamless workflows and shared success

Leverages strong critical thinking and analytical skills to support sound decision-making and well-informed actions and recommendations

Demonstrates strong change leadership by responding positively to change, adapting effectively, and guiding the team through transitions with clarity and steady support

Committed to identifying process inefficiencies and implementing solutions that improve quality, efficiency, and member experience

Shows strong technical aptitude and a learning mindset; able to quickly master new systems; contribute to automation and process optimization projects