Overview To plan, direct and manage the operations of mortgage loan originations and business development in an assigned region in the country. Oversee professional staff in the interpretation and implementation of mortgage loan programs, policies and procedures. Provide input to senior management for short and long range strategic and operational planning. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans.Responsibilities
Develop branch strategy, establish priorities and set goals; evaluate and implement standards and ensure alignment with department/organizational objectives
Manage and direct operations to ensure production goals, service level agreements and corporate objectives are met
Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
Conduct 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 efficiency
Conduct site visits to monitor business progress, sales process reviews, and to resolve operational/staff concerns
Research and resolve complex member issues/complaints
Provide sales training to drive referrals and new business for NFCU; evaluate training programs to ascertain effectiveness
Lead member satisfaction efforts by consistently monitoring survey data, and membership communications to management/field staff; respond to member inquiries/complaints
Identify, analyze and recommend new products and/or enhancements to existing products and services to management
Plan the renovation or relocation of existing field offices, including the procurement of equipment, staff, and telecommunication services
Develop, recommend, and initiate actions necessary to establish new field mortgage sections
Perform quality control audits to ensure adherence to applicable federal and state laws, rules, regulations, industry best practices, and NFCU policies and procedures
Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations and NFCU policies and procedures
Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
Build and maintain effective relationships with staff, management, key stakeholders and/or external contacts
Oversee the completion, evaluation, and submission of reports to senior management
Organize and promote a work environment that emphasizes member service, creativity, quality, productivity, and partnership
Contribute to a culture of collaboration by actively working across business lines, communicating knowledge and business processes to other business units to ensure quality member experience
Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
Provide overall leadership to large strategic projects and/or programs; ensure effective management of projects from inception through implementation
Perform other duties as assigned
Qualifications
Expert knowledge of applicable federal and state laws, rules and regulations
Expert knowledge of conventional, FHA, VA loans & RESPA guidelines
Expert knowledge of FNMA, FHLMC, GNMA, VA, FHA and private mortgage investors and insurers mortgage collection, bankruptcy and foreclosure processes/policies, mortgage and equity loan products, services, processes and procedures
Advanced knowledge of financial industry trends, lending practices, products and services, technology, and regulations
Extensive progressively responsible experience leading and managing a mortgage/equity operation, preferably in a large financial institution
Extensive experience in supervising and leading employees
Extensive experience analyzing complicated exceptions to determine/recommend alternative mortgage products better suited to mortgage applicant
Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
Extensive experience training and developing staff
Ability to travel, scheduled or unscheduled, to field office
Ability to obtain NMLS registration
Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
Expert skill interpreting and applying applicable federal and state laws, rules and regulations
Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
Expert skill identifying and analyzing business requirements and recommending solutions
Expert skill presenting findings, conclusions, alternatives and information clearly and concisely
Expert skill building effective relationships through rapport, trust, diplomacy and tact
Expert skill interacting with staff, management, vendors and members diplomatically and tactfully
Expert skill exercising initiative and using good judgment to make sound decisions
Expert organizational, planning and time management skills
Expert verbal and written communication skills
Advanced database, word processing, spreadsheet, and presentation software skills
Bachelor's degree in Finance, Economics, Business Administration, or related field, or an equivalent combination of education, training, and experience
Desired Qualification(s)
Advanced knowledge of NFCU products, services, programs, policies and procedures, especially mortgage products
Master's degree in Finance, Business Administration
Hours: Monday - Friday, 8:00AM - 4:30PMLocation: 180 Admiral Cochrane Drive, Suite 215 ,Annapolis, MD 21401About Us Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Best Companies for Latinos to Work for 2024 Computerworld® Best Places to Work in IT Forbes® 2024 America's Best Large Employers Forbes® 2023 The Best Employers for New Grads Fortune Best Workplaces for Millennials™ 2023 Fortune Best Workplaces for Women ™ 2023 Fortune 100 Best Companies to Work For® 2024 Military Times 2023 Best for Vets Employers Newsweek Most Loved Workplaces Ripplematch Campus Forward Award - Excellence in Early Career Hiring Yello and WayUp Top 100 Internship ProgramsFrom Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/DisabilityHybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market positionBank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.REQNUMBER: 21229