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About the Role
Lead a talented team, optimize operational excellence, and deliver an exceptional member experience throughout the mortgage journey. This role is an opportunity to make a significant impact at an organization known for putting members and employees first.
Responsibilities
- Lead daily mortgage operational activities, ensuring exceptional service, quality, and efficiency.
- Manage mortgage pipelines, workloads, turn times, service levels, and operational capacity.
- Coach, develop, and inspire team members to achieve high performance and professional growth.
- Identify operational bottlenecks and implement solutions that enhance productivity and the member experience.
- Drive process improvements through automation, technology adoption, and workflow optimization.
- Monitor quality trends, escalations, and operational risks while implementing corrective actions.
- Partner with Mortgage Sales and other business units to ensure seamless member experiences.
- Support strategic initiatives, system enhancements, vendor implementations, and new mortgage programs.
- Provide reporting, analytics, and recommendations that support informed business decisions.
Requirements
- Bachelor's degree or equivalent combination of education and experience.
- Minimum of five years of residential mortgage industry experience.
- Strong knowledge of mortgage operations, processing, and closing functions.
- Demonstrated leadership, supervisory, or operational management experience.
- Proven ability to manage mortgage pipelines, service levels, workflow productivity, and operational performance.
- Outstanding communication, problem-solving, and relationship-building skills.
- Three or more years of progressive leadership experience.
- Advanced knowledge of conventional and government loan programs.
- Experience with Encompass, Symitar, and investor delivery platforms.
- Experience leading operational change, process improvement, and technology implementations.
Skills
- Leadership
- Supervisory
- Operational Management
- Mortgage Pipeline Management
- Service Level Management
- Workflow Productivity
- Operational Performance
- Communication
- Problem-Solving
- Relationship-Building
- Process Improvement
- Automation
- Technology Adoption
- Workflow Optimization
- Data Analysis
- Analytics
Location
- Rome, NY
Work Type
- Hybrid
Experience Level
- Manager
- Five years of residential mortgage industry experience
- Three or more years of progressive leadership experience
Education Level
- Bachelor's degree or equivalent combination of education and experience
Salary/Compensations
- $75,517 - $94,396
Benefits
- Bonus eligibility
- Comprehensive benefits package
- Career growth and leadership development opportunities
About the Company
- AmeriCU Credit Union is a purpose-driven organization that believes in building connections and helping people achieve financial success.
- We foster a culture of collaboration, innovation, accountability, and continuous improvement where leaders are empowered to make a difference.
- Known for putting members and employees first.