Regional Mortgage Processing Operations Supervisor - Consumer Direct

Description

The Federal Savings Bank is seeking a Regional Processing Operations Supervisor to join our team! This position assists with daily operations of the mortgage processing team to ensure loan files are completed accurately, efficiently, and in compliance with lending guidelines and regulatory requirements. This role is responsible for supervising processors, improving workflow, maintaining service-level agreements, and supporting a high-quality borrower and loan officer experience.

Duties and Responsibilities:

• Pipeline Oversight: Align processing workflows with regional objectives, ensuring SLAs are met and customer experience remains consistent. Act as a liaison between sales and processing to resolve escalations, clarify guidelines, and maintain transparency.
• Escalation Resolution: Address and resolve escalated issues, providing solutions to ensure customer satisfaction and process continuity.
• Training and Development: Facilitate ongoing training and professional development for the mortgage processing team to enhance skills and knowledge. Conduct regular performance evaluations and provide feedback to team members.
• Reporting and Analysis: Generate reports on processing activities and analyze data to identify trends and areas for improvement.
• Collaboration: Work closely with regional sales leadership to understand pipeline priorities, borrower expectations, and regional performance goals. Coordinate with operational departments (Underwriting, Closing, Compliance, and Funding) to ensure smooth handoffs and timely processing.

What We Offer:

• Generous time-off and sick pay that increases with tenure
• 7 paid bank holidays
• Health, Dental, and Vision insurance
• HSA and FSA plans available
• Company-paid life insurance
• 401k with partial match
• Employee Assistance Program (EAP)
• Education Reimbursement
• Home Loan Discount program
• Ongoing in-house training opportunities to broaden your industry knowledge
• Employee recognition on a national scale

Requirements

Experience & Skill Requirements:

• 5+ years of experience in Consumer Direct processing
• Credit experience of FHA, VA, and Agency guidelines
• Comprehensive knowledge of all mortgage and consumer lending regulations
• Experience working with a secondary market of investors
• Advanced experience using AUS (DU/LPA)
• Proficiency in using Loan Origination Software (preferably Encompass)
• Ability to manage multiple priorities, delegate effectively, and maintain accuracy under pressure

Education Requirements:

• High school diploma or equivalent

The Federal Savings Bank is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.