Mortgage Lending Administration Manager

Position Summary:

Mortgage Lending Administration Manager will oversee loan origination system optimization across consumer, commercial, real estate, and Indirect loan portfolios. Responsible for leading successful loan administration teams, automating loan decisions, and developing effective strategies to drive growth and profitability. Manages a centralized loan servicing area for all lending areas and ensures cohesiveness between departments.  

Role and Responsibilities

• Lead and manage the loan servicing and administration teams across all lending areas, including consumer, commercial, indirect, and mortgage.
• Recruit, train, and develop staff to ensure high levels of engagement, performance, and compliance with internal standards.
• Conduct regular performance reviews and coaching sessions to support employee growth and career progression.
• Promote cross-training across all loan types to enhance team flexibility and departmental effectiveness.
• Oversee the day-to-day servicing operations for consumer, commercial, and mortgage loans, ensuring timely and accurate processing of payments, payoffs, and account maintenance.
• Lead efforts to provide high-quality member support by managing servicing teams responsible for handling inquiries, payments, balances, escrow, and account issues.
• Investigate and resolve complex loan issues, including misapplied payments, escrow discrepancies, and member complaints.
• Manage escrow accounts, including tax and insurance disbursements, analysis, and annual escrow statements.
• Ensure accurate and timely submission of HMDA reporting requirements.
• Ensure full compliance with all applicable federal and state regulations, as well as internal policies, governing loan origination, processing, and servicing.
• Maintain up-to-date knowledge of servicing regulations affecting all lending portfolios.
• Develop, implement, and maintain loan servicing policies and procedures manuals.
• Deliver ongoing policy and regulatory training to loan officers and servicing staff.
• Provide training and support for loan servicing systems to ensure effective and compliant use by all relevant staff.
• Collaborate with cross-functional teams to identify and implement process improvements and technology enhancements that improve efficiency and the servicing experience.
• Establish and maintain productive relationships with key internal and external stakeholders, including lenders, regulators, and third-party service providers.

Qualifications and Education Requirements

• Bachelor’s degree in business, finance, or a related field, or an equivalent combination of experience and training
• Eight to ten years of related experience
• Strong analytical skills and attention to detail 
• Strong leadership and supervisory skills.
• Good project management abilities.
• Well organized, and able to meet deadlines.

Knowledge, Skills and Abilities

• Thorough knowledge of Credit Union loan products and applicable policies and standards.
• Understanding of government regulations and legal requirements involving lending and related functions.
• Familiarity with loan promotions and marketing practice.
• Physical Demands and Work Environment
• Stationary work, often requiring standing or sitting for prolonged periods
• Operate standard office equipment and keyboards
• Visually recognize, reconcile, and verify numerical details for accuracy
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to access and navigate facility with reasonable accommodations
• Lift and carry small parcels, packages and other items

Additional Notes

Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.

This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position. 

Equal Employment Opportunity Employer

Our credit union members include people of all races, religions, cultures, physical abilities, sexual orientations, and gender identities and/or expressions. Together, we are the community we serve, and we believe that a community is strongest when there is diversity, equality, and inclusion.

Stronger leaders. Stronger coworkers. Stronger friends.