Loan Operations Manager - Findlay, OH
3 days ago
Job description
Loan Operations Manager
Hancock Federal Credit Union is a member owned financial institution.
Mission: Guided by local heart and grit, we serve our members with Trusted Financial Solutions.
Vision: To be our community's financial partner of choice by delivering exceptional member service.
Guiding Principles: People Focused, Community Minded, Integrity Driven
Job Description:
The Loan Operations Manager is responsible for leading the daily operations of the mortgage and business loan operations and servicing functions within the credit union. This role ensures accurate, timely, and compliant servicing of residential mortgage and business loans while delivering exceptional member service. This Supervisory position supports the credit union's mission, vision and guiding principles by maintaining operational excellence, regulatory compliance, and a strong service culture.
Reports to: SVP of Lending
Direct Reports: Loan Specialist I and Loan Specialist II
Essential Duties & Responsibilities
Operational Leadership
- Supervise day-to-day activities of the mortgage and business loan operations and servicing team.
- Ensure accurate processing of payments, payoffs, escrow administration, rate adjustments, loan renewals, payoffs and system maintenance.
- Monitor loan processing, closing and servicing workflows to ensure service level standards are met.
- Oversee investor reporting and adhere to secondary market guidelines when applicable.
- Review and approve complex transactions, corrections and exception items.
- Prepare and/or supervise the preparation of loan processing, closing packages, funding and servicing of mortgage and business loans.
- All other duties as assigned.
Member Service Excellence
- Promote a member-first culture aligned with credit union values.
- Oversee resolution of escalated member and business member inquiries and servicing issues.
- Ensure timely and professional communication regarding loan servicing matters.
- Work collaboratively with branch staff and lending teams to support member needs.
Compliance & Risk Management
- Ensure compliance with all applicable federal and state regulations (RESPA, TILA, BSA, CFPB regulations, etc.).
- Maintain adherence to NCUA guidelines, internal controls and credit union policies.
- Assist with internal and external audits, quality control reviews, regulatory and NCUA examinations.
- Identify and mitigate operational and credit risks and implement corrective actions.
Team Leadership & Development
- Hire, train, coach, and evaluate mortgage and business loan operations staff.
- Provide ongoing training on systems, regulatory updates, and credit union procedures.
- Monitor team productivity, work quality, and compliance.
- Foster a collaborative, service-oriented and positive work environment consistent with HFCU's culture to build strong relationships that promote cross-functional team building.
- Support credit union operations by collaborating with management staff to ensure all departments are fully informed about products, services, promotions, and any policy or procedural changes to deliver exceptional member service
Process Improvement & Collaboration
- Identify opportunities to improve processes, efficiencies, and member experience.
- Maintain and update procedures and internal documentation for mortgage and business loan servicing.
- Participate in system enhancements and technology initiatives.
- Collaborate with Accounting, Compliance, Lending and Member Service teams.
Qualifications
Education
- High school diploma or equivalent required, some college or vocational training in finance or business administration preferred.
Experience
- Minimum 5 years of mortgage and/or commercial loan originating, processing, closing or servicing experience.
- At least 2 years of supervisory or leadership experience preferred.
- Experience in a credit union or community financial institution strongly preferred.
- Familiarity with mortgage servicing platforms and core processing systems.
Knowledge, Skills & Abilities
- Strong understanding of mortgage servicing regulations and investor guidelines.
- Knowledge of NCUA regulatory environment preferred.
- Excellent leadership, coaching and team development skills.
- Ability to balance compliance requirements with member service excellence.
- High attention to detail and organizational skills.
- Proficiency in loan servicing systems and Microsoft Office applications.
Work Environment
- Primarily office environment.
- Ability to sit for extended periods and work at a computer.
- May require extended hours during audits, exams, or peak volume periods.
Pay: $50, $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: In person
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