Director, Mortgage Operations

Who is Quorum

At Quorum Federal Credit Union, we are a cutting-edge credit union that operates as a technology company, delivering innovative financial solutions to our members. As a remote organization, we thrive on collaboration and recognize outstanding performance. We are the ideal workplace for self-motivated individuals who are committed to organizational success and eager to join a dynamic team of professionals. We stand out as a best-in-class employer, offering a unique and supportive work environment that fosters personal and professional growth. Our culture is built on valuing teamwork, recognizing achievements, and providing the tools and resources needed to excel. If you are looking for a place where you can make a meaningful impact, enjoy a flexible and fulfilling work experience, and be part of a forward-thinking team, Quorum Federal Credit Union is the perfect fit for you.

Role Overview:
The Director, Mortgage Operations steers operational excellence for all mortgage-related functions, leading a team of approximately 50 staff across processing, underwriting, closing and post-closing, quality control, and support. This role emphasizes continuous process optimization, strategic adoption of advanced technologies, and adaptive workforce development to achieve best-in-class service, safety, soundness, and financial performance. Reporting to the Chief Lending Officer, you will be accountable for process innovation, compliance and regulatory oversight, and proactive engagement with industry advancement.

Key Responsibilities:

• Direct end-to-end mortgage operations, ensuring compliant, efficient, and quality-driven execution across all areas.
• Cultivate, develop, and retain high-performing teams through targeted coaching, mentoring, and upskilling; fostering a culture of adaptability, collaborating with internal and external stakeholders to unlock new opportunities.
• Lead initiatives to streamline workflows, minimize manual intervention, and maximize technology-enabled solutions (e.g., Encompass LOS, digital integration platforms).
• Maintain deep operational expertise in all mortgage products and services, keeping teams abreast of regulatory and industry changes.
• Actively monitor and enhance vendor and third-party relationships with rigorous performance benchmarking and alignment to organizational goals.
• Identify, evaluate, and implement emerging technologies and process enhancements that promote service excellence, risk reduction, and cost efficiency, always with a focus on safety and soundness.
• Guide project and change management for key organizational and departmental initiatives, ensuring deliverables support optimized turn times and cost ratios.
• Drive continuous process enhancements, workflow redesign ensuring regulatory compliance.
• Prepare, refine, and manage annual budgets, including revenue and expense planning, proactive variance reporting, and trend analysis for optimized resource utilization.
• Ensure accurate, timely reporting of production metrics, errors/exceptions, QC reviews, and compliance data.
• Lead preparation and response strategies for internal and external audits, applying corrective actions and preventive controls.
• Conduct ongoing vendor due diligence, manage risk assessments, and ensure policy compliance in partnership with enterprise risk and vendor management teams.
• Stay current on industry advancements, digital trends, and regulatory changes to proactively position the organization for sustained competitiveness.
• Launch and guide departmental initiatives in line with digital transformation goals (including, but not limited to, process standardization, automation, and next-gen functionality).
• Maintain timely and accurate generation of required disclosures and collection of fees, within tolerance and regulatory guidelines.
• Perform additional duties as required.

Skills, Experience & Competencies:

• Bachelor's degree in Finance, Business Administration, or related discipline required.
• At least 10 years' mortgage/financial services experience, including no less than 5 years in a leadership capacity.
• Project management and leadership skills within the mortgage or financial services industry, coupled with a proven ability to adapt teams to evolving technology.
• Proven ability to streamline communication, improve decision-making, and enhance efficiency. Familiarity with GLIA and other digital client engagement platforms is a plus.
• Expertise in regulatory compliance (NCUA, Federal, Consumer, SAFE Act), industry guidelines, and audit requirements.
• Mastery of Microsoft Office; advanced proficiency with LOS (Encompass) and digital servicing platforms.
• Must meet SAFE Act requirements, including background checks and registration with NMLS.

Environmental / Physical / Mental Requirements

• Stable internet connection with speeds high enough for video conferencing and screen sharing
• Smartphone with current iOS/Android OS
• Prolonged periods sitting at a workstation and working on a computer

• Ability to communicate with coworkers and customers via email, chat, teleconference, and/or phone

Compliance/legal requirements

• Quorum is an Equal Employment Opportunity employer. Qualified applicants will be considered for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, marital status, protected veteran status, or disability status.
• Quorum will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available upon request for applicants and/or employees with qualifying disabilities throughout the application and employment process.
• Qualified Applicants with arrest or conviction records will be considered for employment in accordance with all applicable federal, state, city and local laws, rules, and regulations.
• This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. The company reserves the sole right and discretion to make changes to this job description.
• Each employee is required to uphold the Credit Union's compliance with all policies, procedures, and required regulations including the Bank Secrecy Act and our Anti-Money Laundering policy.
• This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

**PLEASE NOTE**

We are not able to consider candidates for this role who reside in Montana, Nebraska, Rhode Island, or Puerto Rico

Quorum's opportunities are based in the US and US work authorization is required. We are not able to support current or future sponsorship.

Salary Range: $160,000 - $170,000 per year. Individual salary will vary based on skills and experience. Discretionary incentive compensation may be available based on company and individual performance.

Benefits: Medical, Vision, Dental, Retirement Benefits, and Paid Time Off (PTO)

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