Job Description

The Mortgage Operations Manager oversees the day-to-day processing and closing operations of the mortgage lending function to ensure efficient, accurate, and compliant loan delivery. This role provides leadership and operational oversight for Processing and Closing teams, focusing on pipeline management, quality control, regulatory adherence, and service-level performance. This position partners closely with Retail Mortgage Lending, Underwriting, and Compliance to ensure loans are processed and closed in accordance with institutional standards, investor requirements, and regulatory expectations.

Below is a list of essential functions of this position. Additional responsibilities may be assigned in the position.

KEY RESPONSIBILITIES

• Oversee daily mortgage loan processing and closing operations
• Monitor pipeline volume, workload distribution, and turnaround times to meet service level standards
• Compliance & Regulatory Adherence
• Support quality control efforts by identifying trends, addressing defects, and implementing corrective actions
• Support implementation of process improvements, workflow efficiencies, and system enhancements
• Training needs

ATTITUDES

Builds positive relationships with internal and external clients by valuing other's feelings and rights in both words and actions, and embracing other's unique beliefs, backgrounds, and perspectives by demonstrating:

• Respect Model respectful behavior and set clear expectations for others.
• Client Focus Deliver consistent, high-quality service that builds trust and loyalty
• Inclusion Encourage diverse viewpoints and contributions in decision-making collaboration.

BEHAVIORS

Demonstrates strong business ethics and honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:

• Leadership A collaborative leadership style that empowers others and inspires creative, out-of-the box thinking.
• Integrity Strong business ethics and honest behaviors.
• Collaboration Positively works with others to achieve shared goals and outcomes.
• Volunteerism A recognized and visible presence in serving our communities.

COMPETENCIES

Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:

• Accountability Demonstrates accountability by owning underwriting decisions and ensuring accuracy, compliance, and quality outcomes.
• Innovation Applies creative thinking and forward-looking solutions to drive continuous improvement an adapt to evolving challenges.
• Professionalism Reflects skill, good judgment, and positive conduct.

SUPERVISORY RESPONSIBILITIES (if applicable)

Supervisor drives strategic success from encouraging transparency, maintaining a focus on shared organizational goals, and making time for professional development. Supervisors are expected to hold regular one-on-ones with direct reports to provide them with an invaluable chance to align goals, offer guidance, and foster growth within their teams.

• Managing Processing and Closing team performance and development
• Conducting regular one-on-one meetings and performance discussions
• Providing coaching, training and feedback to support accuracy and efficiency
• Supporting employee engagement and continuous improvement initiatives

SEEKS PROFESSIONAL DEVELOPMENT OPPORTUNITIES

Actively participate in expanding skill sets and career paths by attending training programs, workshops, certifications, and educational resources relevant to the role. Set stretch assignments and cross functional opportunities that foster growth and learning.

Requirements

QUALIFICATIONS, EDUCATION, & EXPERIENCE

To perform this position successfully, an individual must be able to perform each essential position requirement satisfactorily and a skills inventory is listed below. A high school diploma or general education degree (GED) is required, with 5+ years of experience, extensive knowledge of Regulatory requirements regarding TRID, ECOA, HMDA, RESPA. A background screening will be conducted.

• LANGUAGE SKILLS: Ability to read, comprehend, and interpret documents. Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization. Ability to communicate to clients directly and effectively.
• TECHNOLOGY SKILLS: Ability to utilize telephone systems and possess good digital literacy including email, internet and intranet use. Prior experience and proficiency of LOS systems such as Empower, including reviewing complete electronic loan files, tracking conditions, documenting underwriting decisions, and managing workflow efficiently.
• MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure. Demonstrates advance mathematical aptitude to accurately calculate and analyze loan-to-value, debt-to-income ratios across a full range of loan types and borrower profiles.
• REASONING ABILITY: Applies strong financial analysis and judgement to assess risk, identify compensating factors, and support sound credit decisions within investor and regulatory guidelines.
• PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

This position operates in a professional office environment with considerable time spent at a desk using office equipment such as computers, phones, and printers. Noise level is moderate with constant communication and interactions with others. Ability to travel on occasion to all market areas and attend seminars or training sessions offsite.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER This job description is not an exclusive list of responsibilities and duties. They may change at any time without notice.

BENEFITS

• Medical, Dental, Vision & Life Insurance
• 401K with company match
• Paid Time Off & Recognized Holidays
• Leave policies
• Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
• Employee Assistance Program
• Employee Health & Wellness Program
• Special Loan and Deposit Rates
• Gradifi Student Loan Paydown Plan
• Rewards & Recognition Programs and much more!

Eligibility requirements apply.

ESSA Bank is an equal opportunity employer and all applicants are considered based on qualifications without regard to sex, race, color, ancestry, religious creed, national origin, sexual orientation, gender identity, physical disability, mental disability, age, marital status, disabled veteran or Vietnam era veteran status. CNB Financial Corporation is an Affirmative Action Employer and is committed to fostering, cultivating and preserving a culture of diversity and inclusion.

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