Mortgage Processing Manager - Reverse

Mutual of Omaha Mortgage; Charlotte (NC); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Vacation hours

Sick time

9 Holidays + Floating Day

Medical plans

Dental Coverage

Vision Coverage

Life Insurance

401K with match

Remote work

Legal Services

Employee Loan Program

100% Remote

Job summary

Mutual of Omaha Mortgage is seeking an Operations Leader for Direct Retail with a strong focus on client experience and risk controls. The role emphasizes coaching processing staff, guiding adherence to enterprise guidelines, and delivering superior customer service on mortgage loans.

You will ensure regulatory compliance and drive efficiency across the processing pipeline. The position requires leadership, the ability to manage multiple initiatives, and collaboration with sales teams to meet

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 requires 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 possible 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

• Oversee Direct Retail Operations to ensure accurate application of enterprise guidelines and risk tolerance.
• Coach and evaluate processing staff and drive performance metrics.
• Collaborate with sales to deliver outstanding customer service and timely responses.
• Review escalations and resolve complex issues.
• Identify and implement process improvements to increase efficiency.
• Support onboarding and training for new team members.
• Ensure compliance with government and Mutual guidelines on loan files.

Skills

Leadership

Operations experience

Customer service

Process improvement

Regulatory awareness

Job description

Mutual of Omaha is a Fortune 300 Company with an iconic brand and outstanding customer loyalty. Mutual of Omaha Mortgage is inspired by hometown values and a commitment to being responsible and caring for each other. We exist for the benefit of our customers and employees.
Mutual of Omaha Mortgage is a full-service lending company offering both Forward and Reverse Mortgage products including a complete line of residential mortgage, refinancing, specialty, and HECM loans. We employ a knowledgeable staff of experienced Loan Officers with an operations team that is second to none. If you are interested in joining a team that promotes from within and works together toward a common goal of helping customers with their mortgage needs, please review and apply for our opening below!

This position provides operations leadership, coaching, and oversight for functions of the Direct Retail of business, with a focus on managing the client experience through theaccurateapplication of enterprise guidelines and risk tolerance framework.

ESSENTIAL DUTIES AND RESPONSIBILITIES

may include any/allthe following, as assigned. Other duties not listed here may also be assigned:

• 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 reportsto ensure tasks are completed accurately and within requires SLAs
• Work with the sales team to deliver excellent customer service
• Review escalations for resolution of complex issues
• Identifyareas for improvingprocessefficiencyand recommendpossible 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 pressurewith multiple initiatives/deadlines occurring simultaneously
• Strong leadership, communicationand organizational skills
• Other duties as assigned

Mutual of Omaha Mortgage is an Equal Opportunity Employer, and we encourage diverse, talented, qualified applicants to apply.We offer an extensive compensation package. Benefits include:

• Vacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service.
• Paid Sick Time — 40 hours of paid sick time after 90 days of employment. State sick time requirements will be added as needed.
• 9Paid Holidays + 1 Cultural Celebration Day (Floating Holiday)
• Multiple PPO Medical Plans, as well as HDHP eligible plan.
• Dental Coverage
• Vision Coverage
• Company Paid Life Insurance
• 401K with a generous employer match
• Additional Benefits including – Optional Life, FSA, Pet Insurance etc.
• Free Legal Services
• Employee Loan Program
• 100% Remote