Job Description

Manager of Mortgage Operations
Job Number: 21-09027
Eclaro is currently recruiting for a Manager of Mortgage Operations for one of their financial services clients in Bridgeport, CT.
Eclaro’s client is one of the nation’s largest bank-based financial services companies with assets over $130Billion.  This position is a direct hire and will be responsible for leading a large team of UX/UI Designers in a collaborative environment.   

  • Responsible for the management and oversight of the end to end mortgage origination process, including application intake, document review, underwriting, loan processing, closing, funding, and post-closing.
  • Directly responsible for ensuring the timely, accurate, compliant processing and closing of all loans and the overall experience of our members through the originations and closing process.
  • This position also works in partnership with the Sales, Manager, QA/QC manager, servicing manager, and other areas as appropriate (marketing, capital markets, accounting) in support of the growth of the mortgage business.
  • Responsibilities include, but are not limited to:
    • Manages the following departments: application intake, document review, underwriting, loan processing, closing, funding, and post-closing, including customer contact and efficient pipeline management.
    • Achieves/maintains productivity in each department that is acceptable to our internal and external customers.
    • Manages staffing and budgeting of all managed departments with the input of the key stakeholders, including marketing and finance
    • Responds quickly and precisely to any Agency, QC, Investor or other department request or reports as it relates to operations.
    • Maintains less error rate on QC reports
    • Creates and implements an action plan and a feedback loop for continuous improvement
    • Develops productivity and quality standards; measures results continuously and delivers mentoring to team members through qualitative and quantitative feedback
    • Serve as the first line of defense to prevent and/or resolve customer issues.
    • Seeks and implements system and process enhancements to increase productivity or quality
    • Collaborate with MLO Manager/MLOs to deliver industry leading sales and service end-to-end
    • Works closely with cross functional teams to meet business objectives
    • Works with the reporting and analytics team to develop productivity and quality scorecards for each department.
    • Reviews escalated issues in a timely manner
    • Holds the team accountable for outstanding customer service to internal and external customers
    • Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies
  • Effectively utilizes each team member to accomplish functional objectives and premium customer care.
  • Provide training and guidance for all departments
  • Provide direct and concise performance management or termination as necessary
Required Qualifications:
  • 10 years full-time mortgage originations experience required
  • 5 years full-time mortgage operations and people management experience required
  • Familiarity with Agency and investor programs and guidelines
  • Familiarity with Encompass and/or Empower required
  • The ability to provide exemplary written and verbal communication is crucial for this position
  • Dedicated to quality customer service, with proactive response to stakeholder needs
  • Ability to troubleshoot and solve problems; strong attention to detail
  • Ability and willingness to work on multiple projects at the same time
  • Knowledge and use of relevant PC software applications and skills to use them effectively including MS Office Word, Excel, Outlook, PowerPoint, Microsoft Visio, Microsoft SharePoint and Microsoft Project.
  • Experience with mortgage processing within a highly digital customer and employee operating model.
  • Exhibit effective workforce management skills
  • Self-starter; ability to work independently; initiate and drive projects from concept to completion.
  • Positive attitude and ability to multi-task
  • Ability to work collaboratively and supportively with management to achieve business objectives.
  • Minimum requirement is a High School Diploma or GED plus equivalent work experience; Bachelor's degree is preferred
If interested, you may contact:
Merly Villanueva
Merly Villanueva | LinkedIn

Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online