About The Role

We’re seeking an entrepreneurial Mortgage Operations Manager. This role involves both strategic oversight and hands-on management of third-party fulfillment providers to ensure efficient, compliant loan processing while enhancing systems and workflows for high-quality, scalable operations.

You will help shape our platform's future by developing processing workflows, SOPs, and QC measures, and providing tactical guidance to engineering teams for scalable, automated solutions

We are not a traditional mortgage lender. If you're ready to take on a challenging yet highly rewarding role and are excited about building flexible automated systems with rigorous oversight that can scale, this opportunity is for you.

About You

• Possess expert-level knowledge of the entire mortgage processing process, with special emphasis on Encompass LOS experience. Skilled in best practices, detailed loan requirements, and comprehensive understanding of federal, state, and regulatory guidelines.
• Excel at working cross-functionally with loan officers, underwriters, and quality control teams to structure loans and find innovative solutions.
• Empathize with loan officers and borrowers, proactively working to find solutions and focusing on a "yes first" mindset.
• Obsessed with customer satisfaction, upholding the highest standards to ensure borrower success on our platform.
• Adhere to a scalable software-first approach, addressing operational workarounds only as a last resort and leading discussions on long-term solutions.
• Ability to oversee numerous third-party fulfillment partners, ensuring high-quality, on-time processing while building deep relationships and driving consistent results.
• Strong, principled opinions and a proactive approach to identifying and acting on opportunities to improve the product and team.

Key Responsibilities

• Develop and implement processing workflows, SOPs, SLAs, checklists, and QC measures to ensure high-quality and efficient loan processing within Encompass and connected systems.
• Regularly access and enhance our Encompass processing systems to ensure smooth file flow, high quality, regulatory compliance, and efficiency.
• Oversee day-to-day operations with fulfillment partners, ensuring consistent loan processing and on time loan delivery.
• Work closely with underwriters and other stakeholders to restructure loans when necessary to meet client needs and ensure smooth processing.
• Actively engage in resolving challenging files, providing direct support to address issues and expedite the processing to ensure timely and efficient loan closings.
• Define and monitor productivity standards and performance goals and ensure that they are met on a monthly, quarterly, and annual basis.
• Proactively communicate trends in loan files and software usability.
• Conduct second-level reviews, handle exceptions, and manage escalations to ensure quality control.
• Act as a subject matter expert, aiding decision-making and driving product improvement.
• Work closely with internal teams, partners, and engineering to drive product improvements and optimize the fulfillment infrastructure.
• Provide technical and guideline training materials, recommend areas of improvement, and conduct ongoing training as needed.
• Maintain a comprehensive understanding of mortgage processing regulations to ensure compliance.

Benefits

• Employee Ownership: Heritage Bank ESOP.
• Healthcare: Top-tier medical, vision & dental with support for dependents.
• 401(k): Ability to save for your future.
• Paid Life Insurance for all Employee Owners.
• Flexible Time Off: Be on when you’re on and off when you’re off.
• Banking Benefits.
• Potential to earn quarterly incentives.
• Employee Assistance Program that offers a variety of different services.