Assistant Manager, Mortgage Loan Operations (Processing)

Mortgage Loan Production ManagerTo assist with planning, managing and directing the functions of mortgage loan production from loan origination through closing in an assigned geographic area. Ensure excellent member service, maximize operational efficiency and minimize risk and losses to NFCU. Assist with establishing and implementing performance standards to increase productivity and enhance member service.

Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Manage daily activities of professional employees and/or supervisors. Support senior management in developing and executing strategic plans.

Act as Manager in the incumbent's absence.ResponsibilitiesAssist with developing branch strategy, establishing priorities and setting goals; evaluate and implement standards to ensure alignment with department/organizational objectivesManage and direct operations to ensure production goals, service level agreements and corporate objectives are metMonitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standardsAssist with conducting benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiencyIdentify and resolve operational and performance gaps and obstacles; recommend and implement changes and improvementsDevelop, recommend, implement, and communicate new and/or changes to loan programs and productsAnalyze loan risk in accordance with investor standards and desktop underwriter requirementsIdentify discrepancies and/or errors and direct staff to take appropriate actionInvestigate escalated member inquiries/complaints and take appropriate actionProvide guidance and direction to staff regarding member related matters, operational issues, processing, policy, account management, underwriting, and closing functions; authorize appropriate solutions to resolve issuesEnsure member contact is performed in accordance with established SLAsMaintain thorough knowledge of, provide guidance, and ensure compliance with applicable federal and state laws, rules, regulations (e.g., RESPA, MDIA, TIL, ECOA) and NFCU, NCUA, and CFPB policies and proceduresMonitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisionsPerform quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and NFCU policies and proceduresRemain alert to threats to loan security, fraudulent applications, and other questionable practices that may negatively impact the integrity of the loan portfolioAddress and resolve internal/external audit questions and findingsOrganize and promote a work environment that emphasizes member service, creativity, quality, productivity, and partnershipCollaborate with other business units to analyze and improve procedures and resolve problems to ensure high quality member serviceDevelop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management requestProvide management with reports and comparative analyses; identify trends and recommend changesLead and/or represent branch in change management efforts, cross-functional initiatives and department/organization projectsAssist with overseeing training and development programs for staff; provide training to staff; assist with evaluating training programs to ascertain effectivenessPerform supervisory/managerial responsibilitiesEnsure adequate/skilled staffing; select employeesEstablish performance goals and prioritiesPrepare, conduct and review performance appraisalsDevelop, mentor and counsel staffProvide input and/or prepare budget requirements for Annual Financial Plan (AFP)Ensure section/branch goals and objectives align with division/department strategyEnsure efficiency of operationsLeadership Level – Supervise daily activitiesPerform other duties as assignedQualificationsBachelor's degree in Finance, Economics, Business Administration, or related field, or an equivalent combination of education, training, and experienceAdvanced knowledge of applicable federal and state laws, rules and regulationsAdvanced knowledge of FHA, VA, FNMA, Freddie Mac and Conventional Investor guidelinesAdvanced skill applying lending principles, financial practices, and evaluation of creditworthiness to make credit decisionsAdvanced knowledge of mortgage and equity loan products, services, processes and proceduresSignificant progressively responsible experience leading and managing a multi-functional mortgage processing/closing or underwriting operation, preferably in a large financial institutionSignificant experience in member/customer service operations to include understanding of effective member/customer service philosophyAdvanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modelingSignificant experience in change managementSignificant experience supervising and leading employeesDesired QualificationsWorking knowledge of NFCU products, services, programs, policies and proceduresAdvanced skill interpreting and applying applicable federal and state laws, rules and regulationsAdvanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationshipsAdvanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomesAdvanced skill presenting findings, conclusions, alternatives and information clearly and conciselyAdvanced skill exercising initiative and using good judgment to make sound decisionsAdvanced verbal and written communication skillsAdvanced database, word processing, spreadsheet, and presentation software skillsAdvanced skill building effective relationships through rapport, trust, diplomacy and tactAdvanced skill in producing desired results and achieving goals and objectivesAdvanced skill identifying and analyzing business requirements and recommending solutionsAdvanced organizational, planning and time management skillsAdvanced critical thinking, analytical, and problem-solving skillsAdditional InformationHours:Monday - Friday, 8:00AM - 4:30PMLocations:5510 Heritage Oaks Drive, Pensacola, FL Security Drive, Winchester, VA 22602Job InfoJob Identification 32715Job Category Mortgage Loan OperationsPosting Date 09/24/2026, 08:41 PMApply Before 10/01/2026, 10:00 PMDegree Level No Formal EducationJob Schedule Full timeJob Shift Regular HoursTargeted Salary Range $96,900 - $124,200 Annually