Mortgage Loan Processing Manager

Job Type: Full-time

Salary Range: $48,312-$72,468

Join our Hoosier Hills Credit Union (HHCU) team! We are now hiring a dynamic, community focused mortgage services leader.


The Mortgage Loan Processing Manager oversees mortgage processing, which supports a large, revenue generating mortgage origination sales department. Ensures workflows and processes for application/origination, processing, underwriting, closing and booking loans are efficient and compliant. The Mortgage Loan Processing Manager is responsible for coordinating and optimizing department resources and developing partnerships with other business units while engaging in community involvement.


Mission and Service - Is an integral part of the Hoosier Hills Credit Union and Mortgage Services team in living out our corporate mission; “To be better for our members by making a positive difference in their lives and the communities we serve.”

  • Fosters an environment and culture of consistently high service standards by personally delivering outstanding service to both internal and external members and by ensuring that mortgage processing staff deliver service that is in alignment with the Credit Union’s Service Promises.
  • Always acts in the best interest of the members and HHCU.
  • Serves as a visible, active leader in the community to promote the cooperative message of the Credit Union. Acts as a financial educator to spread the word in the local community about personal financial responsibility and how the Credit Union can help people achieve their financial goals.
  • Demonstrates enthusiastic support of corporate mission, core values, and long-term objectives and is accountable for meeting department sales and service goals.
  • Organizes, attends, and supports department events and other community outreach efforts and promotes HHCU’s culture of community involvement to staff.

Member Experience and Business Impact – Knows how to effectively combine business savvy with people skills to define scenarios, initiate conversations and implement plans that create a highly responsive and results-oriented approach to meeting member needs and achieving organizational objectives.

  • Continuously works to improve mortgage loan processing efficiencies to provide the highest-level service. Imparts knowledge and expertise to Mortgage Loan Processors so that they are poised to be in constant alignment with department and organizational goals.
  • Focuses on deepening relationships with mortgage loan production, servicing and underwriting to ensure an exceptional mortgage loan experience with every transaction. Creates value for both internal and external member through efficiency, accuracy, and excellent service.
  • Understands the business value of human talent; ensures the team’s time, talent, and productivity is aligned to generate results; recognizes and applies team’s talents to achieve annual business objectives and enhance the service experience.
  • Clarifies and champions expectations with effective communication so team members understand what they need to do, how they need to do it, and what results must be achieved.

Leadership and Coaching - Is focused each day on developing team members and others to achieve business results, deepen employee engagement, and foster a mission-focused culture of transparency, learning, growth, success, and accountability.

  • Provides effective coaching and development by routinely assessing department and individual performance by identifying both areas of strength and weakness and in making recommendations that produce positive results year after year.
  • Commits to developing each employee to their highest potential by recognizing positive performance and identifying areas for improvement through coaching, training, annual performance evaluations, recommendation of individual development plans and paths to career enhancement and promotion.
  • Motivates others to achieve service goals by keeping the team focused on what’s right for the membership and the success of HHCU.
  • Routinely collaborates with the Mortgage Services team and throughout the organization to ensure that communication, member experience and employee experience is consistent and positive.

Acumen and Accountability – Serves as a trusted resource for members, staff, and the management team to ensure that communication is consistent, and that membership and employee needs are met in a timely and efficient manner.

  • Manages department operations through routine data analysis and consistently impacts positive service experience and opportunities for creating efficiencies.
  • Executes effective delegation and monitoring of day-to-day activities of team to ensure member satisfaction and reinforce department objectives and priorities.
  • Implements and shares creative ideas that provide business value. Makes plans happen through awareness, involvement, collaboration, effective communication, and continual learning.
  • Ensures the department is appropriately staffed by routinely collaborating with Human Resources to recruit and retain high performers and to identify bench strength to achieve desired service levels and prepare for future growth and innovation.
  • Ensures that operating procedures, training initiatives and business plans are appropriately communicated, followed, and monitored, and recommends and implements areas of improvement of policies and processes. Ensures Mortgage Loan Processing compliance with all regulatory agencies, laws, regulations, policies, and procedures including annual Bank Secrecy/OFAC training and all applicable BSA/AML regulations and business practices as established by Credit Union management.
  • Maintains user-level knowledge of relevant software systems such as Core, Lending, Budget, Human Capital Management, Compliance and Coaching. Responsible for oversight of mortgage loan processing procedures, ordering of appraisals and title work, reviewing mortgage loan files, requesting additional information when required, monitoring mortgage loan closing timelines and working with closing group to coordinating mortgage closings in a proficient and accurate manner within guidelines and with few errors. Transition between responsibilities effectively and efficiently to meet the needs of the members.
  • Handles all escalated issues to effective resolution and follows up with internal team or Senior Management, as necessary.

For company use only – PM19


Full time
Bedford, IN 47421, US