Mortgage Production Support Supervisor

Position Summary

The Mortgage Production Support Supervisor plays a critical role in overseeing the daily operations of Mortgage Lending Assistants and Mortgage Processors, ensuring the smooth flow of loan processing from application through to closing. This position partners with Mortgage Loan Officers (MLOs), underwriting, closing, and other internal departments to provide exceptional service to members while managing loan files to ensure they are processed efficiently, accurately, and in compliance with all regulations. The supervisor is responsible for guiding and mentoring the team, resolving issues, and ensuring the team maintains a high level of professionalism, productivity, and member satisfaction.

Duties & Responsibilities

• Supervise and lead the Mortgage Production Support Team, ensuring that team members are equipped with the tools and training necessary to succeed.
• Provide ongoing coaching, feedback, and performance evaluations to foster growth and efficiency within the team.
• Develop and implement best practices to streamline the loan processing workflow, ensuring consistent, accurate, and timely loan closings.
• Act as a resource to the team, assisting with the collection of documentation and addressing complex issues related to mortgage loan processing.
• Ensure all required documentation, including credit, income, assets, title work, appraisals, homeowner’s insurance, and tax transcripts, are obtained in a timely manner to facilitate loan progression.
• Monitor the loan pipeline and collaborate with underwriting, closing, and funding teams to ensure smooth and on-time closings.
• Run Automated Underwriting Systems (AUS) with Fannie Mae and Freddie Mac to verify loan approvals.
• Ensure that loan files and transactions are properly prepared and adhere to established guidelines, industry regulations (e.g., Fannie Mae, Freddie Mac, FHA, VA), and compliance requirements.
• Collaborate with the Mortgage Production Analyst and other teams to ensure accurate and timely loan file submission for underwriting and closing.
• Resolve underwriting conditions and ensure the file is ready for closing documents.
• Oversee and maintain consistent communication with all parties involved, including internal teams, third-party vendors, and members, to keep the loan process on track.
• Provide timely, professional, and friendly service to both members and business partners, ensuring that all inquiries are addressed promptly and effectively.
• Foster and maintain positive relationships with realtors, investors, and other referral partners to support the growth and development of the mortgage business.
• Ensure that the member experience aligns with the organization’s core values of Trust, Respect, Excellence, Kindness, and Stewardship.
• Participate in business development activities to foster relationships within the community and support MLOs in their marketing efforts.

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Skills & Qualifications

• Previous experience as a mortgage lending assistant required.
• Bachelor’s degree in Business, Finance, or related field preferred, or equivalent work experience.
• Knowledge of mortgage loan origination systems such as EllieMae Encompass is preferred.
• Ability to analyze and calculate income for both W2 and self-employed borrowers.
• Experience working with FHA, VA, and conventional loan products and underwriting guidelines.
• Strong leadership abilities with a proven track record of managing teams, developing talent, and driving performance.
• Exceptional communication skills, both verbal and written, with the ability to effectively manage relationships with internal and external stakeholders.
• Ability to handle multiple tasks simultaneously while maintaining attention to detail and meeting deadlines.
• Outstanding member service skills with a focus on providing real-time updates and managing member expectations in a professional and friendly manner.
• Strong problem-solving skills, with the ability to resolve issues quickly and efficiently.

This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.

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