Manager Mortgage Assistance Originations

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

The Manager, Mortgage Assistance Originations leads a team of specialists dedicated to the intake of member hardship applications, encompassing initial contact, thorough document collection, and the early stages of processing for loss mitigation programs. This role guides the team in providing exceptional member service, ensuring accurate and compliant information is obtained and processed from members navigating financial challenges.

The Manager will be instrumental in executing defined objectives, optimizing staffing for efficient intake, leveraging technology for application management, monitoring performance metrics specific to intake volume and quality, and upholding strict adherence to regulatory and investor/insurer guidelines for all retention and non-retention assistance options.

Your focus will be on streamlining the initial application process, improving application completeness rates, and setting the foundation for successful transitions for distressed member accounts. The role is accountable for your team's human resources actions, productivity, training on intake best practices, and workload management, ensuring alignment with departmental goals and objectives.

This position demands strong operational expertise in Loss Mitigation, a proven ability to drive team performance, and a proficient understanding of the regulatory compliance landscape related to initial hardship outreach and application requirements.

Essential Responsibilities:

Operations Management (40%)

• Direct the day-to-day operations related to receiving, reviewing, and processing member hardship assistance applications for mortgages and HELOCs, ensuring accuracy, timeliness, and full compliance with all relevant laws (e.g., RESPA, TILA, FDCPA, CFPB servicer rules regarding initial contact) and investor/insurer guidance specifically concerning application completeness and acknowledgements.
• Monitor and continuously refine loss mitigation hardship application intake processes, including timelines for initial contact, application delivery, and document submission milestones, to ensure adherence to investor/insurer guidelines and regulatory requirements.
• Support the development and implementation of policies and procedures for all Member Assistance hardship activities, with a specific focus on initial member outreach, application distribution, document collection, and initial review for completeness.
• Collaborate with the VP to manage relationships with members during the application phase and internal stakeholders, ensuring compliance, high-quality service, and adherence to service level standards (SLAs) for initial application processing.
• Conduct regular quality control reviews of submitted applications and collected documentation and implement corrective actions to maintain high standards of accuracy and compliance within team operations.
• Implement strategies to improve application completeness rates and reduce "stale" or incomplete applications in the pipeline.
• Oversee the effective use of communication channels for applicant outreach and follow-up (e.g., phone, email, secure portal messaging).

Leadership and Staff Development (40%)

• Lead, mentor, and develop a high-performing team of Member Assistance specialists focused on application intake and initial document review, fostering an adaptable and knowledgeable team across various product types and legal/compliance complexities inherent in the application phase.
• Assist in defining and executing workflow strategies for managing the initial inflow of Loss Mitigation hardship applications across credit union products (mortgage, HELOC), maximizing optimization of applicant engagement and initial document quality.
• Contribute to the analysis of application intake trends, common deficiencies in submitted documents, legal and regulatory developments, and economic conditions to proactively adjust application strategies and operational workflow planning.
• Help establish and monitor key performance indicators (KPIs) for Member Assistance application intake operations (e.g., application completion rates, document submission timelines, initial review accuracy), driving continuous improvement in efficiency and effectiveness.
• Support the evaluation and implementation of new technologies, systems, or process enhancements to improve the member experience, processing efficiency, accuracy, and compliance.
• Direct staff human resources actions, productivity monitoring, training focused on member interviewing techniques, document validation, and navigating initial hardship conversations, ensuring adherence to member assistance goals.

Regulatory Compliance (20% Weight)

• Ensure all team activities maintain strict adherence to federal, state, and local regulations pertaining to loss mitigation requirements, disclosures, and communication protocols, including applicable knowledge of CFPB, Fannie Mae, Freddie Mac, and MI servicing guidelines and requirements regarding the hardship application process.
• Ensure teams receive specific training related to Loss Mitigation, including role-specific compliance training modules addressing functional, regulatory, and investor/insurer requirements for the initial stages of member assistance.
• Direct the development and maintenance of internal controls for Loss Mitigation hardship application receipt, documenting, and initial processing activities.
• Direct the implementation of quality assurance programs to monitor the quality and compliance of hardship application submissions and supporting documentation.

Required Education & Experience (Knowledge, Skills, & Abilities):

• Degree in Finance, Economics, Business Administration, or related field.
• Minimum of 7 years of progressive experience in mortgage and consumer servicing or a related field, with at least 3 years in a Supervisory or Team Lead capacity.
• Demonstrated knowledge in federal and state consumer financial protection laws, including SCRA, TCPA, UDAAP, FCRA, FDCPA, and NCUA/CFPB regulations.
• Solid understanding of Fannie Mae, Freddie Mac, and MI servicing guidelines and requirements related to Servicing, specifically Loss Mitigation.
• Familiarity with mortgage and consumer loan servicing operational systems and technologies. Experience preferred with systems including but not limited to ACES, ICE/MSP, ALS, NICE, Omilia, FDR, Default Manager, RDN, PACER/AACER, and OnBase.
• Understanding of Loss Mitigation hardship member assistance intake processes, including knowledge and proficiency with Investor/Insurer technology systems (if applicable to intake), initial underwriting requirements for application completeness, and decision-making on application package readiness.
• Experience supporting data and technology solutions that enhance workflow efficiency, automate application review (e.g., for completeness), and improve compliance controls.
• Success in managing high volumes of Loss Mitigation applications during periods of increased member hardship.
• Knowledge of initial contact regulations for collections and early-stage default processes.

Leadership Competencies and Knowledge, Skills & Abilities

Strategic Vision and Decision-Making

• Ability to use data-driven insights to optimize workflow processes and resource allocation.
• Implementation of technology enhancements that improve the member experience, operational efficiency, and compliance management.
• Implementing key performance indicators (KPIs) that drive business decisions and measure success, including performance standards and accountability measures for all team members.
• Ability to translate business objectives into operational action plans.
• Making decisions balancing operational needs, compliance requirements related to initial application handling, and member assistance objectives.
• Ability to translate business objectives into operational action plans and contribute to departmental structure optimization.

Team Development and Management

• Ability to recruit, develop, and retain top talent in Loss Mitigation.
• Mentorship skills and commitment to employee growth and development, including identifying training needs and coordinating training priorities.
• Ability to manage through organizational change and transformation initiatives affecting engagement in loss mitigation.
• Foster a positive, high-performance culture that emphasizes both results and employee engagement.

Communication

• Excellent verbal and written communication skills with staff and members.
• Ability to translate regulatory and operational concepts into clear communications.
• Negotiation skills when interacting with members and the ability to effectively communicate with internal stakeholders and investors/insurers.

Preferred Education & Experience (Knowledge, Skills, & Abilities):

• Experience at a top-tier credit union, mortgage servicer, or financial institution.
• Relevant certifications in mortgage servicing or compliance.
• Accredited Financial Counselor (AFC®) designation or other financial counseling experience.

Job Environment & Physical Requirements:

• Work is performed in an office setting, some hybrid or remote work for self and staff.
• Internal candidates meeting all requirements will be given preference.
• Other duties as assigned by leadership.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.