Senior Mortgage Operations Leader

Community-First-Credit-Union-of-Florida; Jacksonville (FL); On-site; USD 120,000 - 180,000; Full time

Job summary

Community First Credit Union in Jacksonville, FL seeks an AVP of Mortgage Operations to lead the day-to-day mortgage processing, pipeline management, closing coordination and quality control, ensuring compliant, timely, and high-quality member experiences.

This senior role partners with production, underwriting, servicing and technology teams to drive scalable mortgage operations, staff development, and continuous process improvements while aligning with the credit union’s member-first mission.

Qualifications

• Minimum of five years of progressively responsible mortgage lending, mortgage operations, real estate lending, or loan fulfillment experience.
• Minimum of three years of leadership, supervisory, team lead, or operational management experience preferred.

Responsibilities

• Lead daily mortgage operations, including processing, pipeline movement, closing readiness, loan documentation, task management, service-level monitoring, and operational issue resolution.
• Manage, coach, and develop mortgage operations teammates, including processors, closers, coordinators, or other support staff as assigned.
• Establish clear expectations for productivity, accuracy, turnaround times, member communication, loan quality, and regulatory compliance.
• Monitor mortgage pipeline activity to identify bottlenecks, capacity concerns, aged files, documentation gaps, and opportunities to improve cycle times.
• Partner with mortgage production and underwriting teams to ensure timely, accurate, and consistent file movement from application through approval, closing, and post-closing handoff.
• Maintain strong knowledge of mortgage regulations, investor requirements, internal policies, secondary market standards, quality-control expectations, and credit union procedures.
• Support compliance with applicable mortgage lending laws and regulations, including disclosure timing, documentation standards, fair lending expectations, HMDA requirements, flood requirements, RESPA, TILA, ECOA, TRID, and other applicable rules.
• Develop, document, and maintain mortgage operations procedures, workflow guides, checklists, service standards, and quality-control practices.
• Review operational reports and dashboards to measure productivity, pull-through, fallout, cycle times, loan quality, member experience, and team performance.
• Identify and implement process improvements that reduce manual work, improve data accuracy, enhance member communication, and support scalable mortgage growth.
• Partner with technology and system administrators to support effective use of the loan origination system, document systems, e-signature tools, reporting tools, and related mortgage technology.
• Assist with system enhancements, vendor implementations, workflow automation, testing, training, and change management related to mortgage operations.
• Coordinate with vendors and business partners, including appraisal, title, document preparation, flood, credit, verification, investor, servicing, and compliance partners, to support timely and accurate loan fulfillment.
• Serve as an escalation point for complex operational questions, member concerns, file exceptions, closing delays, and cross-functional service issues.
• Collaborate with leadership to support mortgage strategic initiatives, product expansion, acquisition or conversion work, audits, examinations, and enterprise projects.
• Promote a culture of accountability, collaboration, member advocacy, continuous improvement, and operational excellence.

Skills

Leadership

Analytical skills

Communication

Mortgage lending knowledge

Operational processes

Education

Bachelor’s degree in business/finance/management

Tools

Loan origination system

Job description

Community First Credit Union in Jacksonville, FL seeks an AVP of Mortgage Operations to lead the day-to-day mortgage processing, pipeline management, closing coordination and quality control, ensuring compliant, timely, and high-quality member experiences.

This senior role partners with production, underwriting, servicing and technology teams to drive scalable mortgage operations, staff development, and continuous process improvements while aligning with the credit union’s member-first mission.