Loan Processing Manager - Mortgage

About the position The Loan Processing Manager – Mortgage is responsible for the day-to-day leadership and performance of a residential loan processing team. This role ensures efficient pipeline execution, compliance with mortgage regulations, and a consistent, high-quality client experience. The manager leads a team of processors in a fast-paced environment, partners closely with internal and external stakeholders, and executes on operational and leadership priorities. Key responsibilities include managing pipeline performance across Voice of the Customer, monthly funding goals, loan velocity, closing date management, phone metrics, and Quality Assurance and Quality Control results. The Loan Processing Manager is expected to actively coach team members, drive accountability, and ensure work is completed accurately and on time. Please note position is hybrid (in office 4x per week) to Jacksonville, FL - Mount Laurel, NJ - Charlotte, NC - Greenville, NC - or Lewiston, SC

Responsibilities

• Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
• Oversees single to multi-faceted Retail Credit and Loan Origination functions/disciplines
• Responsible for overseeing the day to day management of all assigned staff
• Provides daily leadership to staff with regards to all process, policy, account management, processing underwriting, and closing functions as needed
• Ensures established policy and procedure is followed by all operations team members
• Supports the commitment to WOW! Service by meeting or exceeding established Operational Metrics.
• Responsible for ensuring accurate loan delivery
• Provides training and/or guidance to team members and sales staff (this includes management level team members)
• Supports TD Bank's mission, vision, strategic goals, quality initiatives and service standards
• Coaches and mentors staff, ensures employees are properly trained
• Adheres to all audit, regulatory, and compliance requirements
• Lending authority required in accordance with the Bank's Retail Lending Authority and Exception Approval Policy
• Develops and maintains strong business relationships with Retail, Product, and other business partners, facilitates partnership meetings
• Serves as escalation point for customer complaint resolution

Requirements

• Bachelor's degree or relevant work experience in addition to experience below
• 3+ Years Residential Mortgage or Consumer Lending loan experience of conventional, FHA, and VA loans or Consumer Loan experience
• Must have management experience 2+ years with overall responsibility for processing, underwriting, or closing of residential mortgage loans
• Extensive working knowledge of residential loan documentation. Must also be familiar with consumer or mortgage documentation for jumbo loans, FHA VA and niche products.
• Excellent oral and written communication skills
• Excellent PC skills and familiarity with standard office equipment
• Ability to work in a fast-paced dynamic environment
• Detail-oriented, self-motivated, possessing excellent organizational, analytical and decision-making skills
• Knowledge of regulatory, Investor and departmental policies for compliance and residential lending laws.
• Knowledge of CRA products and Industry.
• Fast paced environment; ability to multi-task effectively
• Based on business volume and turn times additional hours and/or weekend hours may be required
• Ability to effectively communicate with all levels of management
• Ability to think out of the box in structuring and processing loan requests

Nice-to-haves

• Experience in residential mortgage processing and operations
• Prior people management experience, including coaching and performance management
• Strong knowledge of mortgage compliance and regulatory requirements
• Proficiency in Encompass and Microsoft Office products, including Excel
• Ability to manage multiple priorities and perform effectively in a production driven environment
• Demonstrated leadership skills with the ability to develop and motivate teams
• Strong coaching and accountability practices
• Experience managing performance through metrics and dashboards

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