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Senior Vice President of Mortgage Services

Bedford, IN · Accounting/Finance

Position Summary
Excellent company looking to add a successful Senior Vice President of Mortgage Services to their team!

As a member of the Executive Team, the Senior Vice President (SVP) of Mortgage Services works closely with SVPs of Retail Services, Commercial Services, and CUSO Presidents to strategically lead revenue generation and alignment across the entire member service delivery organization. The SVP of Mortgage Services is charged with developing a long-term and sustainable strategy for revenue growth including: the identification, research, and development of new products and programs; existing product lifecycle management; revenue forecasting; and structuring product launch and pricing strategies. Promotes a corporate sales culture, evaluating organizational performance goals & metrics, negotiating partnership agreements, and leads sales and service initiatives to ensure high levels of member service are consistently achieved. The SVP of Mortgage Services is well versed in developing business plans, metric management, executing go-to-market strategies, and will possesses excellent leadership and communication skills.

The SVP of Mortgage Services ensures an exceptional and consistent member experience is delivered to members across all the company’s mortgage products, services and channels and champions the enhancement of internal and operational processes, member service channels and infrastructure. They develop and implement results-oriented and revenue generating strategies to achieve business plan objectives and driving business strategy development by assessing risks, noting opportunities for expansion, setting overall goals and metrics, and proposing projects to move the credit union forward. The SVP of Mortgage Services drives mortgage operations forward by maintaining a holistic focus on providing progressive and revolutionary levels of member experience through focus on continuous process improvement and accountability for the performance and development of Mortgage Department team members.



Duties & Tasks:

  • Mission & Service -- Living out our corporate mission as an integral part of the company and Mortgage Team

  • Fosters an environment and culture of consistently high service standards by personally delivering outstanding service to both internal and external members and by ensuring that Mortgage Department staff deliver service that is in alignment with the company Promises, and always acts in the best interest of the members and company.

  • Serves as a visible, active leader in the community to promote the cooperative message of the company. Acts as a financial educator to spread the word in the local community about personal financial responsibility and how the company can help people achieve their financial goals, and organizes, attends, and supports department events and other community outreach efforts and promotes company’s culture of community involvement to staff.

  • Demonstrates enthusiastic support of corporate mission, core values, and long-term objectives and is accountable for meeting all sales and service goals.

  • Knowing how to effectively combine future-focused business strategy with people skills to define scenarios, initiate conversations and implement strategies that create a highly responsive and results-oriented approach to meeting member needs, achieving organizational objectives, and creating revenue for the company.

  • Focuses on deepening relationships and fostering collaboration amongst mortgage loan production, processing, servicing and underwriting to ensure an exceptional mortgage loan experience and highly cohesive team. Creates value for both internal and external members through efficiency, accuracy, and excellent service.

  • Defines marketing and promotional strategies to attract new business and develops new and innovative products and services that meet the mortgage needs of both current and prospective members. Develops new and more innovative process efficiencies to provide the highest levels of service and improve overall end to end cycle times and quality enhancement.

  • Understands the business value of human talent; ensures the team’s time, talent, and productivity are aligned to generate results; recognizes and applies team’s talents to achieve annual business objectives and enhance the service experience and imparts knowledge and expertise to Mortgage Loan Processors so that they are poised to be in constant alignment with department and organizational goals.

  • Builds valuable network and community relationships, advocating and promoting company's values, products and services to real estate agents, builders, developers, financial planners, and other referral sources.

  • Monitors interest rate, housing market and competitive landscapes to determine both areas of opportunity and potential threats for the business while effectively advising and collaboratively problem-solving with senior management to establish short-term and long-term strategies and initiatives that create valuable and sustainable business solutions. Establishes individual and departmental goals and objectives in alignment with the company’s strategic business plan.

  • Leadership and Coaching – Focusing each day on developing team members and collaborating with others to achieve business results, deepen employee engagement, and foster a mission-focused culture of transparency, learning, growth, success, collaboration and accountability.

  • Commits to developing each employee to their highest potential by recognizing positive performance and identifying areas for improvement through coaching, training, annual performance evaluations, recommendation of individual development plans and paths to career enhancement and promotion. Identifies both areas of strength and weakness and makes recommendations that produce positive results year after year.

  • Ensures that each team member is supported and positioned for personal success. Motivates others to achieve sales and service goals by keeping the team focused on what is best for the membership and the future success of the company.

  • Routinely collaborates interdepartmentally and across the organization to ensure that communication, member experience and employee experience is consistent and positive. Implements and shares creative ideas that provide business value. Makes plans happen through awareness, involvement, collaboration, effective communication, and continual learning.

  • Clarifies and champions expectations with effective communication so team members understand what they need to do, how they need to do it, and what results must be achieved. Executes effective delegation and monitoring of day-to-day activities of team to ensure member satisfaction and reinforce department objectives and priorities.

  • Expertise and Accountability – Serving as a trusted knowledge base and resource for the Mortgage Department, Executive Management team and other staff to position the organization for a competitive advantage and to contribute to the Mortgage Department’s ability to impact member experience, strategic goals and organizational success.

  • Ensures that operating procedures, training initiatives and business plans are appropriately communicated, followed, and monitored, and recommends and implements areas of improvement of policies and processes.

  • Ensures compliance with all regulatory agencies, laws, regulations, policies, and procedures including annual Bank Secrecy/OFAC training and all applicable BSA/AML regulations and business practices as established by company management. Directs risk management controls to ensure compliance with federal and state regulations.

  • Supports, recommends and implements technology initiatives and maintains user-level knowledge of relevant software systems such as Core, Lending, Budget, Human Capital Management, Compliance and Coaching.

  • Transitions between responsibilities effectively and efficiently to meet the needs of the members and to serve as a dynamic and reliable leader within the organization. Handles all escalated issues to effective resolution and follows up with internal team or Senior Management, as necessary.

  • Ability to analytically interpret policies, laws and theories affecting most areas of the organization and decisions often require innovative applications or the construction of new decision-making frameworks. Works with minimal supervision, conferring with EVP, Chief Experience Officer on unusual matters

  • Demonstrated ability to effectively coach and develop others and to motivate staff to achieve sales and service goals

  • Possesses the ability to influence others both internally and externally and serve as an ambassador of the credit union, it’s mission, services, and institutional value

  • Proven ability to organize and manage multiple priorities and projects that are complex and multi-staged in nature. Expert material presentation skills required

  • Intensive fact-finding, resourcefulness and creativity is necessary to provide solutions for continual innovation of products and service delivery models, membership growth, and revenue generation. The ability to solve major, complex problems without precedent to draw upon is necessary

  • Demonstrated ability to exercise advanced conflict resolution techniques with a results-oriented mindset. A significant level of diplomacy and trust is required

  • Ability to analyze and cross reference various financial and sales production reports, spot trends, draw conclusions and effectively present findings to others

  • Knowledge of and ability to efficiently use various lending software technology and to work successfully in a paperless environment

  • A sales closing mentality along with the skills to handle questions and last-minute changes under pressure to help resolve problems and close the sale

  • Excellent presentation and organizational skills; ability to collaborate, manage and expand relationships across the organization and with all levels of management


Minimum Qualifications:

  • Requires degree in Business Administration, Finance, Marketing or related field. Advanced training, education, or certifications preferred

  • At least five years’ experience in managing revenue generating department(s) in a medium or large-sized financial institution

  • Experience in an executive level or equivalent position preferred

  • 5-8 years’ experience in mortgage origination, processing and closing experience required

  • Must have working knowledge of Conventional, FHA, VA, and USDA programs on a multi-investor platform

  • Experience with financial institution operations, financial systems, and financial operations is expected. A champion of credit union movement philosophies highly valued.

  • Expert knowledge of CFPB disclosure requirements, secondary market pricing scenarios and investor guidelines



***Benefits Offered***
***Relocation Assistance Available***

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