Mortgage Loan Operations Director

About Us:Are you an experienced Mortgage Operations Leader ready for a new opportunity? At Homewise, we are dedicated to fostering affordable homeownership by creating pathways to sustainable homeownership through comprehensive financial education, real estate development, and mortgage lending services that empower individuals and families to achieve financial security through homeownership. We are seeking a Mortgage Loan Operations Director to join our team!Position Mission:The Mortgage Loan Operations Director will oversee the entire mortgage origination process, from lead generation to underwriting approval while managing and developing a team of Mortgage Loan Officers (MLOs), Processors, and support staff. This leadership role is critical in driving operational efficiency, ensuring compliance with federal, state, and local regulations, and aligning all lending activities with Homewise's mission of promoting affordable homeownership. This position is not only focused on external growth but also emphasizes team leadership, operational excellence, and continuous process improvements to meet and exceed production targets.Key Responsibilities:1. Leadership & Team DevelopmentLead, mentor, and train a dynamic team of Mortgage Loan Officers, Processors, and support staff, fostering a culture of collaboration, accountability, and continuous professional growth.Set and achieve ambitious production goals, ensuring that all efforts align with the Homewise mission of creating affordable homeownership opportunities.Provide ongoing coaching and development to enhance the team's expertise in customer service, loan origination, and regulatory compliance.Build strong, productive relationships with internal departments, such as Home Purchase Advising, Real Estate Sales, and Finance, to ensure a seamless borrower experience.2. Operational Efficiency & Continuous ImprovementOversee the mortgage loan process from application to underwriting approval, ensuring smooth, timely loan closings and the delivery of high-quality service.Develop and implement strategic plans to continuously improve operational workflows, driving greater efficiency in the loan origination process.Maintain and refine standard operating procedures (SOPs), ensuring that the team effectively uses Point-of-Sale (POS) and Loan Origination Systems (LOS).Monitor and analyze key performance metrics related to operational efficiency, production volume, and customer satisfaction, using this data to drive process improvements.3. Customer-Centric ApproachChampion a borrower-first philosophy, resolving escalated borrower concerns and supporting MLOs in managing complex inquiries related to loan disclosures, rates, and program-specific requirements.Ensure that all interactions and processes reflect Homewise's mission of building community through affordable homeownership, maintaining the highest service delivery standards.4. Compliance & Risk ManagementEnsure compliance with federal, state, and local regulations, particularly in affordable housing programs (e.g., MFA, FHA, VA, USDA).Implement and enforce risk management standards, minimizing loan losses and ensuring adherence to investor requirements.Provide ongoing staff training on regulatory compliance, staying up-to-date with changes to mortgage lending regulations.5. Financial Oversight & ReportingContribute to managing the mortgage department's budget, aligning production goals with organizational financial targets.Provide detailed reporting on loan production, profitability, and timelines, using data to inform business decisions and continuous improvements.Recommend adjustments to product pricing to balance affordability with loan fee income goals, ensuring alignment with Homewise's mission.6. Sales Strategy & Market ExpansionDevelop and execute strategies to expand Homewise's presence in affordable lending markets, with a focus on underserved communities.Cultivate and maintain relationships with external partners, including realtors, housing authorities, nonprofits, and investors, to drive mortgage loan origination.Manage and hold the MLO team accountable for meeting production targets and ensuring customer satisfaction.7. Cross-Department Collaboration & Stakeholder EngagementCollaborate with internal departments such as Marketing, Real Estate Sales, and Home Purchase Advising to create a seamless homebuying experience for borrowers.Maintain and strengthen relationships with external stakeholders, including investors, government agencies, and vendors, to support Homewise's strategic objectives. RequirementsKey Competencies:Customer Service: Exceptional responsiveness to both internal and external customer needs, exceeding expectations and adhering to Homewise's customer service standards.Leadership: Proven ability to mentor and develop high-performing teams in a mission-driven environment.Communication: Strong oral and written communication skills, with the ability to present complex issues clearly and effectively.Flexibility & Adaptability: Able to navigate changing priorities and manage complexity in a fast-paced environment.Problem-Solving: Analytical thinker who can diagnose problems, understand root causes, and develop innovative solutions.Accountability: Holds self and others to high standards, consistently delivering results and driving improvements. Leadership: Inspires and guides teams with clear direction, accountability, and a focus on professional growth. Leads by example, promotes open communication and aligns team efforts with organizational goals and values. Qualifications:Bachelor's degree in business, finance, real estate, or a related field (advanced degree preferred).At least 5 years of mortgage lending experience with a focus on affordable homeownership programs.Proven experience leading a mortgage operations team, ideally within a mission-driven or nonprofit organization.Strong knowledge of federal and state mortgage lending regulations, particularly for affordable housing programs (FHA, VA, USDA).NMLS registration is required.Proficiency in mortgage loan origination software (LOS) and other relevant technology platforms.Excellent organizational, problem-solving, and communication skills.Commitment to Homewise's mission of promoting affordable homeownership and community development.Work Schedule:100% on-site in either Santa Fe or Albuquerque office locations.Ability to travel as needed.Availability to work flexible hours, including evenings or weekends, as required.Apply Now:If you're passionate about promoting affordable homeownership and have the leadership experience we're looking for, apply today! Please submit your resume and cover letter to be considered for this role.