Mortgage Operations Leader: Client Experience & Compliance

Mutual of Omaha Mortgage; San Diego (CA); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Vacation hours accrual

Paid sick time

9 Holidays + Cultural Day

Medical plans

Vision Coverage

401K with employer match

Additional Benefits

Job summary

Mutual of Omaha Mortgage is seeking an Operations leader for Direct Retail, focusing on delivering an outstanding client experience through strict adherence to enterprise guidelines and risk tolerance frameworks.

Ideal candidates will have at least 2 years in Reverse Operations, under-writing experience preferred, and strong leadership to coach staff, monitor SLAs, and collaborate with the sales team to ensure top-tier service and compliant loan processing.

Qualifications

• Minimum of 2 years Reverse Operations Experience.
• (DE) Underwriting experience is preferred
• Supervise processing staff, provide guidance, training, and performance evaluations
• Track performance metrics and generate reports to ensure tasks are completed accurately and within required SLAs
• Work with the sales team to deliver excellent customer service
• Review escalations for resolution of complex issues
• Identify areas for improving process efficiency and recommend improvements
• Assists the Direct Retail Assistant Operations Manager with onboarding and training team members
• Understands government, regulatory and Mutual guidelines to ensure all loans meet these standards
• Ability to work well under pressure with multiple initiatives/deadlines occurring simultaneously
• Strong leadership, communication and organizational skills
• Other duties as assigned

Responsibilities

• Provide operations leadership and oversight for Direct Retail functions, focusing on client experience through enterprise guidelines and risk tolerance.
• Supervise processing staff, guide training, and evaluate performance.
• Track metrics and generate reports to ensure tasks meet SLAs and quality standards.
• Collaborate with sales to deliver exceptional customer service.
• Review escalations and resolve complex issues.
• Identify and implement process improvements for efficiency.
• Assist with onboarding and training of team members.
• Ensure loans comply with government, regulatory and Mutual guidelines.

Skills

Reverse Operations

Leadership

Customer Service

Job description

Mutual of Omaha Mortgage is seeking an Operations leader for Direct Retail, focusing on delivering an outstanding client experience through strict adherence to enterprise guidelines and risk tolerance frameworks.

Ideal candidates will have at least 2 years in Reverse Operations, under-writing experience preferred, and strong leadership to coach staff, monitor SLAs, and collaborate with the sales team to ensure top-tier service and compliant loan processing.