Manager, Lending

Member Support Services, LLC; United States; On-site; USD 110,000 - 115,000; Full time

Job summary

Member Support Services, LLC seeks a Lending Manager specialized in real estate and mortgage lending to lead our Lending Team across onshore and offshore staff. You will oversee underwriting, processing, closing, and servicing while maintaining exceptional member experiences.

This role requires strong leadership in a high-volume, multi-client environment, with extensive regulatory knowledge and a data-driven approach to decisions.

Qualifications

• Five years’ experience in underwriting, processing, closing, and servicing real estate/mortgage loans.
• Experience leading teams in multi-tenant environments with onshore and offshore staff.
• Strong focus on member experience and customer service.
• Knowledge of HMDA, TRID, RESPA, ECOA and related regulations.

Responsibilities

• Directs daily operations of underwriting, processing, closing, and servicing teams including onshore and offshore staff.
• Acts as primary contact for partner credit unions; ensures service levels are met and expectations exceeded.
• Leads and coaches teams; improves efficiency, quality and turnaround times.
• Oversees secondary market sales activity and loan delivery to investors.
• Maintains licenses and regulatory postings; ensures compliance with policies and procedures.

Skills

Real estate lending

Mortgage underwriting

Team leadership

Multi-tenant management

Customer service

Data-driven decisions

Cross-functional collaboration

Regulatory knowledge

Education

High school diploma or equivalent

Tools

Mortgage LOS

Core banking systems

Job description

This is a unique opportunity for a professional to fully realize their potential.

We are an innovative model designed to propel Credit Unions to world class services. MSS is a shared service created by credit unions to provide the same kind of scale capabilities as large multi-billion-dollar FIs.

We are looking for a highly skilled and experienced Lending Manager with expertise in real estate and mortgage lending to lead our Lending Team, overseeing operations in a multi-tenant environment with both onshore and offshore staff. As a member of a forward-thinking, credit union-owned shared services organization, you’ll play a key role in delivering exceptional service and operational excellence to our partner credit unions and their members.

What’s it all about?

Our clients’ members depend on us to look after their accounts and ensure liquidity. They generate transactions from different sources and methods and while most of it is automated, well not all of it is and sometimes the automation does not work the way it’s meant to.

That is where we come in. Our role is to ensure the fast fulfilment of our clients’ members’ financial needs.

Sometimes they have special needs or find themselves in exigent circumstances. That is also where we come in. We go beyond what a normal bank does in taking care of the members.

Now the whole world around us is going digital. We have to help our members navigate this new world in as seamless and easy way possible.

What are we after?

• High level of experience in real estate/mortgage lending functions within a financial institution or Fintech, including underwriting, processing, closing, and servicing.


• Proven leadership experience managing teams in a multi-tenant environment with both onshore and offshore staff.


• An absolute focus on member experience and customer service.


• Experience in a high-volume, fast-paced, rapidly changing environment, serving multiple clients.


• Solid technical knowledge or experience with mortgage loan origination systems (LOS) and core banking systems.


• Broad financial services industry knowledge or experience, including secondary market sales and HMDA reporting.


• Strong analytical and quantitative abilities; strong bias towards data-based decision making and comfort with financial analysis.


• Strong collaboration and communication skills with the ability to effectively work cross-organizationally.

What are the essential competencies?

• Results driven and execution oriented


• Excellent communication and influencing skills, both written and verbal


• Quick learner, flexible, comfortable with ambiguity


• Fluent in written and spoken English

Specific Responsibilities.

• Directs the daily operations, supervision, and management of real estate/mortgage underwriting, processing, closing, and servicing staff, including onshore and offshore teams.


• Acts as primary point of contact for credit union partners, ensuring service levels are met, expectations are exceeded, and guidance provided where needed.


• Provides leadership and direction to both onshore and offshore teams, fostering a collaborative, high-performance culture.


• Monitors team performance metrics and implements strategies to improve efficiency, quality, and turnaround times.


• Monitors departmental pipelines to ensure service level agreements and expectations are met; handles complex underwriting and closing decisions requiring senior knowledge.


• Oversees secondary market sales activity, including timely sale of loans to investors (e.g., FNMA), rate lock, commitment, delivery, reconciliation, and reporting.


• Provides a second-level review of denied applications and loans identified as higher risk; monitors and coaches staff on key metrics (app-to-decision time, processing/closing times, approval/denial/withdrawn ratios).


• Keeps abreast of current NCUA, CFPB, and other State/Federal regulatory guidelines applicable to real estate lending (including TRID, RESPA, HMDA, ECOA, and fair lending regulations); prepares and submits annual HMDA reporting.


• Manages and oversees vendor due diligence for real estate/mortgage-related vendors, working closely with IS, Finance, and third parties to ensure annual reviews.


• Maintains company and staff NMLS licenses as well as updating required postings.


• Facilitates service-related meetings with credit unions to ensure compliance with service level agreements; conducts regular meetings with staff to discuss pipelines, processes, and goals.


• Must be flexible with regard to overtime and Saturday hours.


• Assists in staff training and ensures compliance with established policies and procedures.

Is accountable for performing key job requirements of the role. Performs any functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to the members while performing all duties in accordance with prescribed regulatory compliance guidelines and client Credit Union policies and procedures.

The above is a description of the ordinary duties of the position.It should be expected that from time-to-time other duties both related and unrelated to the above may be assigned and, therefore, required.

Education, Experience & Qualifications

• High school diploma or its equivalent.


• Minimum of five years’ experience underwriting, processing, closing, and servicing real estate/mortgage loans, including supervisory or management experience, or equivalent work experience.


• Thorough knowledge of credit union real estate/mortgage products, services, and servicing operations.


• Thorough knowledge of applicable NCUA, CFPB, State, and Federal regulations governing real estate lending.


• Must be analytical, detail-oriented, organized, motivated, and flexible.


• Demonstrated customer service and written communication skills.


• Ability to use various types of office software, spreadsheet applications, and PC proficiency in Microsoft Office Suite.

Salary commensurate with experience with an expected range of $110,000- $115,000/annually.