Position Summary

The Assistant Residential Operations Manager assists in providing overall guidance, leadership, training, and support to the Retail Operations Team. This position is responsible for supporting pipeline management, ensuring accurate and timely loan processing and closings, maintaining excellent customer service, and helping ensure the integrity and compliance of loan production operations. Additional responsibilities include reviewing procedures, identifying process improvements, supporting underwriting and appraisal review functions as needed, assisting with HMDA reporting, Secondary Market, Quality Control and providing support to direct reports in the absence of the Retail Residential Operations Manager.

Essential Duties and Responsibilities

Assist in creating and maintaining a positive, professional, team-oriented work environment that keeps employees engaged and productive.
Support staff supervision by assisting with performance goal tracking, observing work performance, and helping hold team members accountable.
Provide support for direct reports in the absence of the Retail Processing Manager.
Serve as Assistant Administrator for Loan Operating Software, Doc Provider and Investors.
Provide support and resources for loan documentation questions related to processing, closing, and underwriting.
Serve as back-up Underwriter and conduct appraisal reviews as needed.
Prepare and provide accurate monthly reports to management in a timely manner.
Ensure the integrity and compliance of loan production operations.
Assist with ensuring proper controls are in place to minimize the risk of loans being processed or closed without proper approval, satisfied conditions, and proper documentation.
Ensure loan tracking reports, processing benchmarks, closing benchmarks, and production documentation are completed accurately and timely.
Ensure all applicable federal and state regulations, security requirements, and internal guidelines are followed to support accurate and high-quality transactions.
Ensure loans follow policy guidelines and required conditions are met.
Attend all training sessions related to compliance, security, and internal guidelines.
Help ensure necessary strategies, policies, and procedures are in place to reduce risk exposure.
Effectively communicate with management regarding pricing, secondary operations, and risk.
Assist in overseeing the delivery of loan sale commitments, identifying and understanding interest rate risk, and maintaining knowledge of loan products and associated investor risks.
Submit files for quality control audits to investors, communicate with management, and respond to investor quality control findings in a timely manner.
Coordinate final loan delivery to pertinent investors to help ensure appropriate lock time and pricing are protected, while maintaining secondary market tracking reports.
Lock rates timely, set loan pricing, and distribute information to appropriate parties.

Knowledge, Skills, and Abilities

Strong knowledge of retail loan processing, closing, underwriting, loan documentation, and secondary market processes.
Ability to understand and apply bank policies, procedures, compliance requirements, security standards, and internal guidelines.
Strong attention to detail with the ability to review work for accuracy and completeness.
Ability to organize work, prioritize daily responsibilities, monitor deadlines, and manage discretionary time effectively.
Effective verbal and written communication skills with the ability to clearly and accurately present information to relevant parties.
Ability to ask questions, listen effectively, and understand the needs of customers, bank staff, and internal departments.
Strong problem-solving skills, including the ability to gather and analyze information, identify root causes, and develop practical solutions.
Ability to work cooperatively with other departments to accomplish tasks and support common goals.
Ability to identify process improvements and make recommendations to improve department efficiency and effectiveness.
Professional, positive, and customer-focused approach when working with bank customers and staff.

Professional Expectations

Maintain a well-organized work area and access resources efficiently when needed.
Complete work accurately and according to established deadlines.
Practice dual control within applicable areas of responsibility.
Follow bank procedures, compliance standards, security requirements, and internal guidelines to reduce risk.
Maintain consistent attendance, stay focused on assigned tasks, and manage time effectively for maximum department productivity.
Promote a positive attitude and contribute to a collaborative work environment.
Take ownership of responsibilities, accept feedback and leadership, and use experiences as learning opportunities.
Support the bank’s mission, vision, values, and goals through consistent performance and professional conduct.
Participate in community and civic functions as appropriate and volunteer when assistance is needed.
Develop and implement a professional development plan to stay current on business knowledge and improve skills.

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