Mortgage Operations Manager

CTBC Bank Corp. (USA); Monterey Park (CA); On-site; USD 105,000 - 130,000; Full time

Job summary

CTBC Bank Corp. (USA) in Monterey Park, CA, seeks a Mortgage Operations Manager to lead processing teams from origination to closing, ensuring efficiency, compliance, and superior service.

The role emphasizes collaboration with sales and underwriting, with hands-on support and training to staff. Mandarin fluency is required, and the position reports to senior management within a full-time, on-site setting.

Qualifications

• Bachelor's degree in finance, business administration, or a related field.
• Minimum 5 years of experience in mortgage operations or a similar role with strong knowledge of mortgage products and regulations.
• Minimum 3+ years Processing experience or greater.
• Minimum 3+ years management experience.
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• In-depth knowledge of mortgage lending processes, systems and regulations.
• Proficient in mortgage software and Microsoft Office Suite.
• Exceptional communication and interpersonal skills, strong interpersonal, verbal, and written communication skills.
• Understanding of Encompass LOS system
• Fluent in Mandarin (writing and speaking)

Responsibilities

• Oversee mortgage processing from origination to closing while ensuring compliance with standards.
• Update and implement operational policies to improve workflow and customer satisfaction.
• Ensure compliance with federal, state, and local mortgage regulations.
• Analyze performance metrics and implement productivity improvements.
• Coordinate with sales, underwriting and closing teams for issue resolution.
• Maintain adherence to SLAs and monitoring of pipelines and workloads.
• Prepare regular reports on departmental performance for senior management.
• Attend monthly management meetings and communicate with stakeholders.

Skills

Leadership

Analytical thinking

Communication

Interpersonal skills

Problem solving

Team management

Attention to detail

Education

Bachelor's degree in Finance or Business Administration

Tools

Encompass LOS

Mortgage software

Microsoft Office Suite

Job description

POSITION SUMMARY

The Mortgage Operations Manager oversees the mortgage lending process, ensuring efficient operations, compliance with regulations, and high-quality service delivery. The Mortgage Operations Manager is responsible for leading and promoting teamwork and providing exceptional internal and external customer service through timely, accurate and effective processing of loan applications through closing in accordance with the company’s underwriting and valuation policies.

ESSENTIAL FUNCTIONS

Mortgage Operations (80%):

• Manage the mortgage processing team, ensuring that loan applications are processed efficiently from origination to closing while adhering to compliance standards.
• Update, develop and implement operational policies and procedures to improve workflow and customer satisfaction.
• Ensure all operations comply with federal, state, and local regulations related to mortgage lending.
• Analyze performance metrics to identify areas for improvement and implement strategies to increase productivity and reduce errors.
• Work closely with sales, underwriting, and closing teams to resolve complex loan issues and ensure seamless communication across departments.
• Ensure loans follow established timelines and workflow processes and procedures.
• Monitor team pipeline, workload and volume levels for balance and efficiency.
• Coordinate and collaborate with peer managers in underwriting and sales for efficient handling of files, rushes and escalations.
• Maintain checklists for critical functions performed on the team.
• Assist Processors and Funders with quality issues by providing training for improvement.
• Ensure loans are processed and closed within SLAs set by the company.
• Review and investigate escalation requests to ensure appropriate resolution is reached and communicated promptly.
• Assist and provide backup coverage for Processors and funders as needed. Must be able to be hands‑on as needed.
• Proficient in how to look up all program guidelines.
• Fluent with Desktop Underwriter, or other automated underwriting systems.
• Attend and contribute to monthly management meetings. Prepare and present regular reports on departmental performance to senior management.
• Represent the company with the highest quality work product and superior communication skills.
• Perform other tasks as assigned.

Team Management (20%):

• Will be responsible for supervising a team of processors and funders.
• Supervise and mentor staff, providing guidance and support to enhance performance and professional development.
• Provide ongoing coaching as needed for team members on time management and productivity skills.
• Must be able to develop and perform new and ongoing training for the department and new processors.
• Provides guidance to all processing and support staff on program guidelines and acceptable documentation to meet program, agency, and investor guidelines.

OTHER RESPONSIBILITIES

• Successfully complete all mandatory training on related Bank and BSA compliance as well as other laws and regulations as assigned in a timely manner.
• Perform all assigned duties under Bank’s compliance programs and related laws & regulations.
• Perform other duties as assigned.

EDUCATION, EXPERIENCE and SKILLS REQUIRED

• Education: A bachelor's degree in finance, business administration, or a related field is typically required.
• Experience: A minimum of 5 years of experience in mortgage operations or a similar role, with strong knowledge of mortgage products and regulations.
• Minimum 3+ years Processing experience or greater
• Minimum 3+ years management experience.
• Strong leadership and team management skills.
• Excellent analytical and problem‑solving abilities.
• In‑depth knowledge of mortgage lending processes, systems and regulations.
• Proficient in mortgage software and Microsoft Office Suite.
• Exceptional communication and interpersonal skills, strong interpersonal, verbal, and written communication skills.
• Understanding of Encompass LOS system
• Fluent in Mandarin (writing and speaking)

PHYSICAL DEMANDS

• Minimum mobility to work in an office setting; sit for prolonged period of times; operate office equipment including use of a computer keyboard; and reach with hands and arms. Employees are occasionally required to walk and stand and lift and move records and documents weighing 30 pounds or less.

COMMUNICATION DEMANDS

• Attention to detail, strong organizational, communication, interpersonal, self‑motivated, and analytical skills, ability to interact with all levels of management and staff.

WORK ENVIRONMENT

• Standard office environment. Noise level in work environment is usually average. Hear in the normal audio range with or without correction. Specific vision abilities required by this job include close vision and the ability to adjust focus.

COMPENSATION

The base pay range for this position is USD $105,000.00/Yr. - USD $130,000.00/Yr plus full benefits. Exact offer will be determined based on job‑related knowledge, skills, experience, and location.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Finance

Industries

Banking