Mortgage Department Manager
Position Summary:
Mortgage Department Manager is responsible for overseeing the full lifecycle of mortgage operations—from origination through closing—while also leading the mortgage sales team to achieve production goals. This role ensures operational excellence, regulatory compliance, and a high level of customer satisfaction, while also driving sales performance, coaching loan officers, and aligning sales strategies with organizational objectives.
This position will work closely with the Executive Team and Loan Servicing Manager to ensure timely, efficient, consistent, and accurate loan processing while ensuring compliance with internal policies and industry regulations.
Mortgage Department Manager will direct, administer, participate and coordinate the activities of the mortgage lending and mortgage/retail loan processing functions in accordance with established Bank goals and objectives. This position will direct and participate in the establishment of residential lending goals; return on investment objectives; the development and implementation of policies and programs to ensure the achievement of those goals.
This position will work extensively with the secondary market programs and must know Fannie Mae, Freddie Mac, Jumbo, MHFA, FHA, VA, MI and RD underwriting guidelines, and guidelines for all investors for which Citizens Alliance Bank has delegated underwriting authority.
This position will report to the Executive Team. The level of this position is based on years of service, education and/or equivalent experience, knowledge level and skill set.
Essential Functions:
To perform this job successfully, an individual must be able to perform each Essential Function and Skill satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Assign the workload of the Mortgage Manager direct reports, ensuring they are properly trained to perform their duties, evaluate their performance, and recommend any disciplinary action if necessary.
- Assist the Human Resources department in staffing the lending department which includes, interviewing, hiring, promoting, terminating.
- Lead, coach, and mentor the mortgage lending team to meet or exceed monthly and annual loan production goals.
- Conduct regular training and performance reviews to develop staff capabilities and career progression.
- Foster a collaborative environment between lenders and operations to promote seamless loan processing and customer satisfaction.
- Foster a culture of accountability, motivation, and continuous improvement within the lending team.
- Oversee all aspects of mortgage operations including origination, processing, underwriting, closing, and funding.
- Manage and optimize workflows using LOS platforms (e.g., Encompass) to ensure efficiency and compliance.
- Monitor loan pipeline and reassign workloads to maintain balance and timely processing.
- Serve as the escalation point for complex loan scenarios and customer concerns.
- Collaborate with IT and vendor partners to enhance mortgage technology capabilities.
- Maintain vendor relationships.
- Oversee quality control procedures to ensure loan accuracy and compliance.
- Manage financial tasks including budgeting, P&L monitoring, loan pricing, and fee reviews.
- Ensure compliance with federal and state regulations, the Bank’s loan policy, and investor guidelines (TILA, RESPA, HMDA, FHA, VA, USDA, Fannie Mae, Freddie Mac, etc.).
- Maintain a strong culture of compliance, ethics, and customer service.
- Stay current with changes in mortgage regulations and investor guidelines.
- Provide regular updates to executive leadership on operational performance, sales metrics, and strategic initiatives.
- Act as liaison between lending, marketing, risk, operations, and compliance departments to ensure alignment and effective communication across the mortgage division.
- Track and report on sales performance metrics; identify areas for improvement and implement corrective actions.
- Support lead generation efforts via marketing initiatives, community outreach and referral partnerships.
- Ensure product offering aligns with organization’s strategy and market expectations.
- Collaborate with cross-functional teams to align mortgage strategies with broader organizational goals.
- This position requires a valid Driver's License.
- Able and willing to travel for training, conferences, or branch support.
- All employees are expected to exemplify and follow our core values.
- Regular attendance and punctuality when reporting to work.
- Travel to other locations as well as trade and industry schools and seminars as needed.
- This position may require installation of a Mult-Factor Authentication (MFA) app on an employee's personal mobile device. The MFA apps are used to authenticate a user’s identity to the system for security purposes.
- Adhere to and comply with all applicable, federal, and state law, regulations, and guidance, including those related to BSA/AML as well as adhere to the Bank’s policies and procedures.
- Perform other duties as assigned and requested.
Core Values:
Humility - We are “blue-collar bankers”. We are relatable, down-to-earth people who greet our smallest customer the same way we greet our largest.
Respectful, Genuine Care for Others - We care about each other, we care about our customers, and we care about our communities.
Finds A Way - This simply put, is nothing more than attitude. It’s a can-do spirit, a desire to help, to contribute, to go above and beyond, and to make a difference.
Effort - We expect a lot of ourselves and hold ourselves to a high standard. We are not entitled, and we need to earn it from our customers and each other every day.
Owning-It - Owning-It or Accountability is a big word that can encompass a great many things. For Citizens Alliance Bank, it’s about ownership. When an employee says they will do something, they follow through and get it done.
Education and Experience:
Required:
- High School diploma or GED, Etc.
- 5+ years of experience in mortgage banking with a strong background in both operations and sales.
- Proven leadership experience managing cross-functional teams.
- Expert knowledge of mortgage industry regulations, underwriting guidelines, and loan products.
- Strong analytical, organizational, and communication skills.
- Proficiency in LOS platforms (e.g., Encompass), Microsoft Office Suite, and CRM tools.
Preferred:
- Experience in a high-growth or startup mortgage environment.
- Familiarity with secondary market programs and delegated underwriting authority.
- Bachelor’s degree in Business, Finance, or related field.
The employer has the right to revise this position description at any time. The position description is not a contract for employment.
Citizens Alliance Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual preference or orientation, gender identity, gender expression, national origin, disability, veteran status and all other protected classes.