Assistant Manager, Mortgage Lending Member Experience

Redwood Credit Unionis seeking an Assistant Manager, Mortgage Lending Member Experience who will develop, plan, direct, and organize the Member experience within mortgage lending. Directly responsible for all activities pertaining to Member service, Loan Officer performance and workflows associated with loan production. Must have knowledge of the full spectrum of mortgage lending, and the ability to use judgment and discretion in making decisions, while providing leadership for others in mortgage lending.

• Regularly review pipelines with Loan Officer and Processor teams to ensure loans are expeditiously moving towards closing.
• Provide guidance to staff on how to structure loans to meet the needs of the Members.
• Provide coaching and encouragement to staff on loan sales methods and cross sales techniques to increase production in both categories.
• Deliver weekly production performance updates to team members and management.
• Support management with the observation coaching process and activities.
• Research and resolve Member or team member concerns as identified.
• Ensure open communication between mortgage loan operations and loan officer team, providing feedback to MLD management.
• Serve as backup to Assistant Manager, Mortgage Lending Operations to support operations activities.
• Evaluate market trends to identify potential Member needs and implement outbound and inbound telemarketing campaigns to capture new mortgage loan business.
• Establish and coordinate team efforts and build consensus, thus creating a cooperative working environment in which everyone can be successful.
• Develop and utilize pipeline management systems to expedite loan turn around times and ensure high quality Member service.
• Recognize and propose changes in the workflow to maintain maximum efficiency and superior Member satisfaction.
• Provide exceptional service to all Members, volunteers, team members, and service providers.

• Train staff on the fundamentals of mortgage lending and the requirements to obtain a loan from RCU.
• Review, approve, deny, or make counter offers for loan applications up to established limits.
• Develop new, and maintain existing, vendor/partner relationships that will mutually benefit RCU and its Members.
• Monitor and review results compared to the Mortgage Lending budget. Provide information to assist in the preparation of monthly status reports.
• Recruit, select, train, motivate, coach, evaluate and develop reporting staff.

• Prepare short-and long-term goals, strategies, and objectives for all mortgage lending Member service activities.
• Research and evaluate new products and services and recommend those that may be beneficial to RCU and its Members.
• Develop and maintain metrics to determine optimal loan volumes based on desired Member service and staffing levels.
• Develop and implement Mortgage Lending promotional programs in coordination with the Marketing Department, e.g., flyers, brochures, advertisements, and newsletter articles.

• Compose and type letters, memos and reports for staff and Members as needed.
• Provide general assistance to management in completing tasks and projects.
• Examine loan files prior to auditing to ensure accuracy and compliance.
• Discuss loan products and services at special events such as home shows and seminars.
• Participate in community events, community volunteer boards & associations.

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on…