Truliant Federal Credit Union · 1 day ago
Director Mortgage Credit Operations
Charlotte Regional Office
Full-time
Hybrid
Mid, Senior Level
7+ years expTruliant Federal Credit Union is dedicated to improving lives by prioritizing its members and offering straightforward financial solutions. The Director of Mortgage Credit Operations will oversee TMS operational performance, manage pipeline activities, and enhance member interactions to drive growth and service excellence.
Banking
Responsibilities
Oversees the daily activities of the Truliant Mortgage Services (TMS) supervisory team, Set up, Processing, and Underwriting to ensure effective pipeline management. Assembles, leads, and facilitates teams in the development and implementation of key department initiatives
Responsible to define and champion processes/methodologies that TFCU will use to track, oversee and optimize all member interactions efficiently to manage the member 'life cycle' in order to foster member loyalty through high-quality interactions at each touch point
Assists Supervisors with communication, training, and developing staff on new and changing products and services while maintaining portfolio guidelines. Assists in the development of new products
Continues to focus direct reports on vital basics coaching techniques. Provides oversight to supervisors for weekly huddles and monthly one on one scorecard session reviews to ensure that accountability levels are met
Communicates effectively with Production Team Managers and other appropriate positions when service levels are at risk. Identifies issues and recommends areas for improvement
Assists in answering member or borrower issue resolutions as well as providing information needed by Member Assist and other Credit Union staff members. Provide oversight with Member Experience for reporting the member satisfaction ratings and report on dashboard encompassing all member complaints, feedback from member surveys and emails
Monitors pipeline to ensure internal compliance policies are enforced and member service standards are met or exceeded
Works both with the TMS Compliance Specialist and with TFCU Compliance to ensure complex regulatory requirements are communicated and understood by department staff
Leads continual process improvement initiatives to reduce unnecessary redundancies and ensures any process creates quality (e. g. accuracy and compliance), cost, service (e. g. member experience) or delivery (e. g. cycle time and data accuracy) advantages
Partners with origination staff to improve application quality identify training needs and areas of improvement
Develops the ability to scale processes to allow the team to efficiently operate and grow
Works closely with the Director Mortgage Operations to ensure workflows, services, vendors, and mortgage systems are structured to optimize efficiency and member experience
Interviews and hires candidates for open positions within the department, as needed
Conducts business in such a way as to conform and abide by all the laws, rules, regulations and code of ethics that are applicable to the Credit Union’s regulatory body
Assists with other tasks and projects as assigned
Qualification
Required
Must have a strong knowledge of automated underwriting systems to include Fannie Mae Desktop Underwriter and Freddie Mac's Loan Prospector
Must have understanding of Mortgage Insurance, Government Lending, to include FHA, USDA, State Housing Programs and VA loans
Must have advanced knowledge of the real estate sales process and business, including issues and challenges facing brokers and leaders in the business
Must have excellent verbal and written communication and presentation skills
Must have strong pipeline management analytical, planning and organizational skills with the ability to multi task and prioritize effectively
Must have proven ability to develop programs, processes or products that meet member needs
Must be team player with demonstrated ability to work with all levels of internal and external management
Strong negotiator and solid influence management skills required
Must have superior interpersonal skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate
Must be able to maintain confidentiality
Must be flexible and able to shift resources and priorities as required
Should possess a strong commitment to providing excellent service to Truliant's members and employees
Bachelor's or Associate's degree in business, finance or related field or equivalent experience required
Minimum of 7 years equivalent work-related experience required
Minimum of 5 years management experience required
A working knowledge of the fundamentals of the financial industry required
Benefits
No-cost employee Medical, dental, vision coverage
Prescription benefits (including mail order)
Paid holidays and Paid Time Off (PTO)
401(k) plan with contribution matching
Paid community involvement volunteers hours
Paid group life Insurance
Teammate loan discounts
Tuition reimbursement
Short and long-term disability
Health & Wellness program
Teledoc (physician video conferencing)
Onsite fitness facilities or health club reimbursement
Employee Assistance Program (EAP)
Medical flexible spending account
Dependent care flexible spending account
Company
Truliant Federal Credit Union
Truliant is federally insured by the National Credit Union Administration and is an Equal Housing Lender
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Todd Hall
CEO/President
Recent News
SC Biz News
2025-11-08
2025-11-04
2025-11-04
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