Retail Mortgage Operations Manager

Job Type

Full-time

Description

The Retail Mortgage Operations Manager directs the daily activities of Mortgage Disclosures, Processing, and Closing. Managing Single-family operations for all Retail, BCU Bank Credit Union “BCU” Wholesale and BCU Mini Cor processes.

A successful Retail & BCU Operations Manager will direct all related Retail and BCU Mortgage Operations related to single-family mortgage disclosures, processing, and closing activities in line with stated business objectives and in compliance with regulatory guidelines. Successful execution in high-performing team to produce best-in-class disclosing, processing, closing and general mortgage lending outcomes that limit compliance, credit and operational risk and positively influence customer experiences.

After one year as our Retail Mortgage Operations Manager, you will know you were successful if you…

• Manage the single-family retail mortgage operations and BCU Wholesale process from the time the Loan Officer delivers a live application through closing the customer loan.
• Directly supervising Disclosures Analysts, Processors, and Closers through the Retail and BCU Processes (both Wholesale and Mini Corr)
• Implement and oversee quality control measures to ensure adherence to establish quality control processes across full mortgage operations functions.
• Perform routine quality checks on work performed by assigning team members to ensure ongoing quality expectations are met or exceeded.
• Monitor and manage the timeliness and quality of disclosures, processing and closing pipelines, and provide routine status reports to management team members as requested.
• Maintain systems and files in an audit-ready manner to ensure ongoing compliance.
• Respond to internal and third-party audits in coordination with other mortgage staff.
• Train employees within the department on compliance and credit issues and ensure department compliance and credit requirements are consistently and satisfactorily met. (especially Regulation B, C (HMDA) and other applicable laws and regulations).
• Directly accountable for the overall performance of the single-family mortgage processing function, relevant compliance and credit measures, and related outcomes.
• Provide exceptional customer service to both internal and external customers.
• Manage vendor relationships and report any issues through appropriate ticketing systems, IT, or management.
  
  

Requirements

What we are looking for…

• Requires a minimum of 10 years of experience in mortgage banking with a demonstrably thorough understanding of single-family mortgage disclosures, processing, and closing in both TPO and Retail Channels
• Requires advanced experience using, manipulating, ad managing loan processing systems.
• Requires previous experience successfully managing people and teams.
• Prefers a bachelor’s degree from an accredited institution or some college with a greater length of similar work and management experience.
• Requires exemplary working knowledge of agency and regulatory guidelines applicable to assigned mortgage lending responsibilities.
• Must demonstrate ability to identify, interpret and apply applicable underwriting guidelines in implementing and managing lending and processing procedures.
• Must be able to equitably work through difficult loan structure problems and address them with management to find a positive customer solution.
• Require proficiency in using basic computer software such as Microsoft Office, Encompass, and Blue Sage. Ability to troubleshoot issues and work with IT or Admin Team to resolve, test and ensure expected outcomes.
• May require compliance with SAFE Act guidelines.
  
  

Merchants Bancorp is a diversified bank holding company headquartered in Carmel, Indiana operating multiple lines of business, including Federal Housing Administration (“FHA”) multi-family housing and healthcare facility financing and servicing; mortgage warehouse financing; retail and correspondent residential mortgage banking; agricultural lending; and traditional community banking. Merchants Bancorp, with $17 billion in assets and $14.1 billion in deposits as of December 31, 2023, conducts its business primarily through its direct and indirect subsidiaries, Merchants Bank of Indiana, Merchants Capital Corp., Merchants Capital Servicing, LLC, and Merchants Mortgage, a division of Merchants Bank of Indiana.

We are very proud of being recognized both nationally as one of the top-performing public banks in the US. By S&P Global Market Intelligence and locally as a Best Place to work in Indiana for seven consecutive years. Learn more about this read more here.