Assistant Manager, Mortgage Loan Operations (Processing)

Navy Federal Credit Union; Pensacola (FL); On-site; USD 95,000 - 135,000; Full time

Job summary

Navy Federal Credit Union is seeking a senior branch Mortgage Production leader to oversee origination through closing in assigned regions. You will drive performance, ensure regulatory compliance, optimize workflows and manage staff to meet production goals while enhancing member experience.

The role requires extensive mortgage operations expertise, strategic planning, and effective leadership to advance NFCU's standards. Monday–Friday, on-site opportunities across multiple locations.

Qualifications

• Bachelor's degree in Finance, Economics, Business Administration, or related field.
• Advanced knowledge of applicable federal and state laws, rules and regulations.
• Advanced knowledge of FHA, VA, FNMA, Freddie Mac and Conventional Investor guidelines.
• Advanced knowledge of mortgage products, services, processes and procedures.
• Significant experience leading mortgage processing/closing or underwriting operations.
• Experience in member/customer service operations.
• Advanced analytical, forecasting and data analysis skills.
• Advanced communication and leadership abilities.

Responsibilities

• Assist with developing branch strategy, priorities and goals.
• Manage and direct operations to meet production goals and service levels.
• Monitor staffing to meet production and member service standards.
• Conduct benchmarking and trend analysis to drive improvement.
• Identify and resolve operational gaps; implement changes.
• Develop and communicate new/updated loan programs and products.
• Analyze loan risk per investor standards and underwriting requirements.
• Provide guidance to staff on processing, policy, underwriting and closing.
• Ensure SLAs are met and compliance with laws.
• Lead change management efforts and cross-functional initiatives.
• Oversee training and development programs.
• Perform supervisory responsibilities: staffing, performance reviews, budgeting.

Skills

Leadership

Mortgage processing

Staff development

Change management

Analytical thinking

Customer service operations

Regulatory compliance

Education

Bachelor's degree in Finance, Economics, Business Administration, or related field

Job description

Overview

To assist with planning, managing and directing the functions of mortgage loan production from loan origination through closing in an assigned geographic area. Ensure excellent member service, maximize operational efficiency and minimize risk and losses to NFCU. Assist with establishing and implementing performance standards to increase productivity and enhance member service. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Manage daily activities of professional employees and/or supervisors. Support senior management in developing and executing strategic plans. Act as Manager in the incumbent's absence.

Responsibilities

• Assist with developing branch strategy, establishing priorities and setting goals; evaluate and implement standards to ensure alignment with department/organizational objectives
• Manage and direct operations to ensure production goals, service level agreements and corporate objectives are met
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Assist with conducting benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency
• Identify and resolve operational and performance gaps and obstacles; recommend and implement changes and improvements
• Develop, recommend, implement, and communicate new and/or changes to loan programs and products
• Analyze loan risk in accordance with investor standards and desktop underwriter requirements
• Identify discrepancies and/or errors and direct staff to take appropriate action
• Investigate escalated member inquiries/complaints and take appropriate action
• Provide guidance and direction to staff regarding member related matters, operational issues, processing, policy, account management, underwriting, and closing functions; authorize appropriate solutions to resolve issues
• Ensure member contact is performed in accordance with established SLAs
• Maintain thorough knowledge of, provide guidance, and ensure compliance with applicable federal and state laws, rules, regulations (e.g., RESPA, MDIA, TIL, ECOA) and NFCU, NCUA, and CFPB policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Perform quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and NFCU policies and procedures
• Remain alert to threats to loan security, fraudulent applications, and other questionable practices that may negatively impact the integrity of the loan portfolio
• Address and resolve internal/external audit questions and findings
• Organize and promote a work environment that emphasizes member service, creativity, quality, productivity, and partnership
• Collaborate with other business units to analyze and improve procedures and resolve problems to ensure high quality member service
• Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
• Provide management with reports and comparative analyses; identify trends and recommend changes
• Lead and/or represent branch in change management efforts, cross-functional initiatives and department/organization projects
• Assist with overseeing training and development programs for staff; provide training to staff; assist with evaluating training programs to ascertain effectiveness
• Perform supervisory/managerial responsibilities
  • Ensure adequate/skilled staffing; select employees
  • Establish performance goals and priorities
  • Prepare, conduct and review performance appraisals
  • Develop, mentor and counsel staff
  • Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
  • Ensure section/branch goals and objectives align with division/department strategy
  • Ensure efficiency of operations
  • Leadership Level - Supervise daily activities
• Perform other duties as assigned

Qualifications

• Bachelor's degree in Finance, Economics, Business Administration, or related field, or an equivalent combination of education, training, and experience
• Advanced knowledge of applicable federal and state laws, rules and regulations
• Advanced knowledge of FHA, VA, FNMA, Freddie Mac and Conventional Investor guidelines
• Advanced skill applying lending principles, financial practices, and evaluation of creditworthiness to make credit decisions
• Advanced knowledge of mortgage and equity loan products, services, processes and procedures
• Significant progressively responsible experience leading and managing a multi-functional mortgage processing/closing or underwriting operation, preferably in a large financial institution
• Significant experience in member/customer service operations to include understanding of effective member/customer service philosophy
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Significant experience in change management

• Significant experience supervising and leading employees

  Desired Qualifications

• Working knowledge of NFCU products, services, programs, policies and procedures
• Advanced skill interpreting and applying applicable federal and state laws, rules and regulations
• Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced verbal and written communication skills
• Advanced database, word processing, spreadsheet, and presentation software skills
• Advanced skill building effective relationships through rapport, trust, diplomacy and tact
• Advanced skill in producing desired results and achieving goals and objectives
• Advanced skill identifying and analyzing business requirements and recommending solutions
• Advanced organizational, planning and time management skills

• Advanced critical thinking, analytical, and problem-solving skills
  

  Additional Information

• Hours:
• Monday - Friday, 8:00AM - 4:30PM

• Locations:
• 5510 Heritage Oaks Drive, Pensacola, FL 32526
• 141 Security Drive, Winchester, VA 22602

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Our approach to careers is simple yet powerful: Make our mission your passion.* FORTUNE 100 Best Companies to Work For 2026* Yello and WayUp Top 100 Internship Programs 2025* Computerworld Best Places to Work in IT 2026* Most Loved Workplace - America's Top Most Loved Workplaces 2025* 2025 PEOPLE Companies That Care* Newsweek Most Trustworthy Companies in America 2026* Military Times 2025 Best for Vets Employers* Forbes 2026 America's Best Large Employers* Forbes 2025 America's Best Employers for New Grads* Forbes 2025 America's Best Employers for Tech Workers* 2025 RippleMatch Campus Forward Award Winner for Overall Excellence* Military.com Top Military Spouse Employers 2025* 2026 Handshake Early Talent Award* Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [e-mail] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.