The Mortgage Director is responsible for overseeing the credit union's mortgage lending operations, including first mortgages, home equity lending, underwriting, and loan production activities. This role leads and supports Mortgage Loan Officers and underwriting staff to ensure an exceptional member experience, sound lending decisions, operational efficiency, and compliance with regulatory requirements. The Mortgage Director is accountable for loan growth, portfolio quality, process improvement, and the effective delivery of mortgage and home equity solutions that meet member needs and support the credit union's strategic objectives. The Director is responsible for fostering a positive and inclusive workplace culture, while driving employee growth and development. Model exceptional service to both internal and external members and demonstrate a strong commitment to the organization's Do More Good culture by leading by example, fostering a positive work environment, and promoting our core values in all interactions. Lead and oversee all mortgage, home equity, and underwriting activities to ensure timely, accurate, and compliant lending decisions while driving loan growth, maintaining portfolio quality, and delivering an exceptional member experience. Oversee daily operations, manage team performance, and ensure alignment with organizational scorecard and priorities by setting and holding staff accountable to clear goals, providing regular feedback, and facilitating effective communication. Conduct regular performance evaluations, provide constructive feedback, and manage performance modifications in accordance with UICCU policies and ensure accountability and continuous improvement. Monitor market trends and competitor activities to develop and executive strategic mortgage business development plans and identify and pursue new business opportunities in the mortgage market. Identify opportunities to enhance and improve the Mortgage experience. Assist with Mortgage loan product development and management to ensure competitive and relevant product offerings and rates. Build and maintain strong relationships with real estate agents, brokers, and other industry partners. Make recommendations and oversee/implement changes to improve processes, increase revenue, eliminate expense, review new/existing vendors, implement and integrate new programs and vendors as appropriate. Perform duties and responsibilities of a Mortgage Loan Officer and maintain and appropriate pipeline and serve as Underwriter as necessary. Prepare, manage and adhere to the departmental budget by forecasting expenses, monitoring expenditures, and implementing cost-saving measures to ensure financial efficiency and accountability. Identify and implement process improvements and innovative solutions to enhance departmental efficiency, reduce costs, and support overall organizational goals. Effectively manage and resolve internal and/or external member escalations by identifying issues, implementing solutions, and ensuring member satisfaction while maintaining a professional and empathetic approach.

Experience:

Three years to five years of similar or related experience.

Education:

(1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).

Interpersonal Skills:

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.