Job Description

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.

The Mortgage Loan Coordinator (LC) Assistant Manager is a hands-on, member-focused leader who supports the Loan Coordinator Manager in the daily leadership and execution of the Loan Coordinator team. This role emphasizes pipeline management, real-time coaching, operational consistency, and problem resolution while helping drive quality, compliance, an exceptional member experience. The Assistant Manager leverages deep experience with Loan Origination Systems (LOS), specifically Encompass, to support team performance, improve workflows, and ensure efficient loan progression from application through approval.

LOCATION

Tanner Building - Hybrid:

7167 S Center Park Drive
West Jordan, UT 84084

SCHEDULE

Full Time

To be effective, an individual must be able to perform each job duty successfully.

• Coach and develop Loan Coordinators, emphasizing adaptive skills and continuous learning to ensure effective collaboration with automated systems and AI-driven tools.
• Provide real-time guidance and support, including file-level assistance and troubleshooting, while facilitating the integration and optimization of AI solutions in daily workflows.
• Assist with onboarding and training new Loan Coordinators, focusing on digital literacy, AI system navigation, and leveraging automation for enhanced productivity.
• Reinforce team standards, workflows, and expectations established by leadership, ensuring alignment with evolving automated processes and AI-driven best practices.
• Act as a resource for loan scenario questions, Encompass system usage, guidelines, and provide expertise in interpreting AI-generated recommendations and resolving automation-related inquiries.
• Monitor and support daily pipeline activity, collaborating with AI-powered analytics to ensure efficient loan movement, identify trends, and uphold quality standards.
• Identify and escalate bottlenecks, workflow breakdowns, and systemic issues to leadership, leveraging AI-driven diagnostic tools to proactively address process inefficiencies.
• Ensure files adhere to compliance, audit, and documentation standards (TRID, RESPA, HMDA, etc.), utilizing automated compliance checks and AI-supported audit readiness tools.
• Partner with Underwriting, Closing, Processing, and Sales teams to maintain alignment and resolve issues, increasingly coordinating through AI-enhanced communication platforms and workflow automation.
• Reinforce timely communication, transparency, and responsiveness in member interactions, integrating AI-powered chatbots and automated notification systems to improve member engagement.
• Support audit readiness and documentation accuracy through file reviews and workflow adherence, with an increased reliance on AI-driven document management and automated audit tracking.
• Assist in managing pipeline flow, file quality, and turn times to meet service level agreements, using predictive analytics and automation to optimize operational efficiency.
• Address escalated member concerns and ensure timely resolution, collaborating with AI-assisted support systems to streamline issue identification and resolution.
• Maintain strong working knowledge of conventional, FHA, VA, USDA, FNMA, FHLMC, and portfolio products, staying updated on AI-driven product insights and automated guideline updates.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Experience

• Three (3) years of progressive experience in a progressive financial and/or lending setting.
  • Mortgage operations, loan coordination, processing, underwriting, or closely related roles preferred.
• One (1) year leading teams, implementing process improvements, and adapting to evolving industry technology.

Education

• An associate’s degree in business, finance, economics, data analytics, or a similar area is preferred. However, candidates without a degree can qualify if they have two additional years of progressive experience in financial or digital workflow management.

Managerial Responsibility

Direct managerial responsibility for a team of Mortgage Loan Coordinators, including hiring, performance management, coaching, and professional development. Experience with remote or hybrid team leadership and digital collaboration tools is preferred.

Licenses, Certifications, Registrations

• Must be able to qualify for and maintain NMLS registration under the S.A.F.E. Act, if applicable.
• Additional certifications in mortgage compliance, digital lending platforms, or leadership are advantageous/preferred.

Technology, Systems, & Data Utilization

• Demonstrated proficiency in Loan Origination Systems (LOS), including effective pipeline management, comprehensive reporting, workflow optimization, and maintaining file quality control. Strong familiarity with Encompass is preferred.
• Supported the implementation and integration of automation tools, system enhancements, and digital workflow updates to streamline operations and minimize manual tasks.
• Utilized LOS data, dashboards, and reporting to monitor pipeline risks, track performance metrics, and assist in identifying opportunities for process improvement within a rapidly changing technology environment.
• Maintained a strong focus on data integrity, compliance, and audit preparedness, ensuring accurate system documentation and supporting regulatory requirements.
• Provided guidance and assistance to team members in troubleshooting LOS-related issues, promoted consistent system usage, and encouraged best practices as technology and automation evolved.

Language Skills

• Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

• Substantial hands-on experience in mortgage processing, with a demonstrated ability to oversee and guide team members.
• Advanced proficiency with loan origination systems, including managing loan pipelines, optimizing workflow execution, and ensuring file quality control.
• Experience supervising or supporting teams in a fast-paced, high-volume mortgage environment, with a focus on operational excellence.
• Ability to train, mentor, and provide technical guidance to staff on system usage and best practices.
• Proven commitment to maintaining process integrity and quality standards throughout all stages of mortgage processing.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift to 10 pounds occasionally

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

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Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.