Mortgage Operations Onshore Delivery Manager

eClerx; Jacksonville (FL); On-site; USD 80,000 - 100,000; Full time

Job summary

eClerx in Jacksonville, FL is seeking a Mortgage Operations Onshore Delivery Manager to oversee a team of Loan Coordinators, ensuring accurate, timely, and compliant processing of mortgage loans from intake through submission to Underwriting.

You will lead pipeline management, conduct quality audits, mentor staff, and optimize processes while ensuring adherence to Fannie Mae/Freddie Mac guidelines and regulatory requirements.

Qualifications

• Industry Experience: 8+ years of end-to-end mortgage loan processing and underwriting support in a retail or commercial banking environment.
• Leadership Experience: 1–2 years in a team lead, senior processor, or supervisory capacity preferred.
• Core Documentation: Deep understanding of conventional and government loan guidelines and strict file validation practices.
• Lending Systems: High proficiency with LOS and automated underwriting systems (Desktop Underwriter/Loan Product Advisor).

Responsibilities

• Pipeline Management: Monitor the daily pipeline to ensure timely disposition and avoid bottlenecks.
• High-Level File Audits: Conduct spot-checks for 1003 reviews and verification of borrower income, assets, and credit.
• Escalation Support: Serve as SME to resolve complex processing issues and tricky validation anomalies.
• Maintain knowledge of agency guidelines (Fannie Mae, Freddie Mac) and ensure proper application during validation.
• Oversee third‑party fulfillment tracking (Appraisals, Title, VOE) and ensure compliance.
• Condition Clearing & Milestone Tracking: Ensure complete files and all conditions cleared before Underwriting submission.
• Track performance metrics (turn-times, quality, customer satisfaction).
• Regulatory Guardrails: Ensure activities comply with SAFE Act, RESPA, TILA and related regulations.

Skills

Leadership

Quality Assurance

Escalation

Regulatory Compliance

Process Improvement

Tools

LOS

Automated Underwriting Systems

Job description

Mortgage Operations Onshore Delivery Manager

Location: Jacksonville, Florida, United States

Type: Full-time

Department: BFSI

Job Summary

The Mortgage Operations Onshore Delivery Manager will be responsible for overseeing a team of Loan Coordinators, ensuring the accurate, efficient, and compliant processing of mortgage loans from initial file intake through submission to Underwriting. This role combines active pipeline management with daily quality control, mentoring, and process optimization. The Team Lead acts as the primary point of escalation for complex files and ensures that all team activities strictly align with bank compliance guidelines and regulatory frameworks.

Responsibilities

Team Leadership & Quality Assurance

• Pipeline Management: Monitor the daily pipeline of the team to ensure file are dispositioned timely and eliminate processing bottlenecks, and guarantee that loans move seamlessly to Underwriting to meet closing deadlines.
• High-Level File Audits: Conduct spot-checks on team files to ensure comprehensive Form 1003 reviews and accurate verification of borrower income, asset, and credit documentation.
• Escalation Support: Act as the subject matter expert to help team members resolve complex processing issues, detailed income calculations, or trickier validation anomalies.

Operational Excellence & Oversight

• Agency Guideline: Maintain a deep, up-to-date working knowledge of Fannie Mae, Freddie Mac agency guidelines. Ensure the team applies these specific investor requirements accurately during the validation of income, assets, and property eligibility.
• Pipeline Management: Monitor the daily pipeline of the team to ensure equitable file distribution, eliminate processing bottlenecks, and guarantee that loans move seamlessly to Underwriting to meet closing deadlines.
• High-Level File Audits: Conduct spot-checks on team files to ensure comprehensive Form 1003 reviews and accurate verification of borrower income, asset, and credit documentation against agency criteria.
• Escalation Support: Act as the subject matter expert to help team members resolve complex processing issues, detailed income calculations (including self-employed corporate tax returns), or trickier validation anomalies flagged by Automated Underwriting Systems (AUS).
• Third-Party Fulfillment Tracking: Oversee the team’s follow-up processes for critical third-party components, ensuring timely receipt and strict agency compliance for Appraisals, Title, Homeowners Insurance, and Verifications of Employment (VOE).
• Condition Clearing & Milestone Tracking: Assist the team in navigating complex conditional approvals. Ensure that files are structurally complete, all milestone checklists are fully executed, and standard conditions are cleared prior to final Underwriting submission.
• Performance Metrics: Track and drive key operational metrics, including loan turn-times, file quality/Rework rates, and customer service satisfaction scores.

Compliance, Risk, & Regulation :

• Policy Enforcement: Ensure 100% of team activities adhere strictly to Client compliance policies, internal procedures, and operational risk guidelines.
• Regulatory Guardrails: Maintain absolute compliance with the SAFE Act, RESPA, TILA, and other federal mortgage lending regulations, ensuring all team members keep proper licensing and procedural hygiene.

Eligibility Requirements

• Experience
  • Industry Experience: 8+ years of end-to-end mortgage loan processing and underwriting support experience within a retail or commercial banking environment.
  • Leadership Experience: 1–2 years of experience in a team lead, senior processor, or supervisory capacity preferred.
• Technical Skills & Knowledge
  • Core Documentation: Deep understanding of conventional and government loan guidelines, calculation of complex self-employed income, and strict file validation practices.
  • Lending Systems: High proficiency with Loan Origination Systems (LOS) and automated underwriting systems (e.g., Desktop Underwriter/Loan Product Advisor).

In the US, the target base salary for this role is$80,000-$100,000. Compensation is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geography. We expect the majority of candidates who are offered roles at our company to fall throughout the range based on these factors

About eClerx

eClerxis a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.

The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

For more information, visit www.eclerx.com

You can also find us on:

https://www.linkedin.com/company/eclerx/

https://www.indeed.com/cmp/Eclerx/about

https://www.glassdoor.com/eClerx

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here