Assistant Manager, Mortgage Lending Member Experience

At Redwood Credit Union we are on a journey to re-imagine the way we do business, and we can’t do it without you - our next great hire.

Since 1950, Redwood Credit Union has been helping people reach their financial goals and dreams with a focus on helping others. As a not-for-profit financial institution, our passion is for helping our Members meet their financial needs, whether it’s through better rates, low or no fees, or expanded services.

That people-first approach holds true for our employees, too. Our work environment is built on service and trust. It's all possible with a leadership team committed to hiring talented people and helping them develop their careers.

The Assistant Manager – Mortgage Lending Member Experience develops, plans, directs, and organizes the Member experience within the Mortgage Lending Department. They are directly responsible for all activities pertaining to Member service, Loan Officer performance and workflows associated with loan production. They will use judgment and discretion in making decisions and provide leadership in the area of mortgage lending.

Essential Functions

• Regularly review pipelines with Loan Officer and Processor teams to ensure loans are expeditiously moving towards closing
• Provide guidance to staff on how to structure loans to meet the needs of the Members
• Provide coaching and encouragement to staff on loan sales methods and cross sales techniques in order to increase production in both categories
• Deliver weekly production performance updates to team members and management
• Support management with the observation coaching process and activities
• Research and resolve Member or employee concerns as identified
• Ensure open communication between mortgage loan operations and loan officer team, providing feedback to MLD management
• Serve as backup to Assistant Manager – Mortgage Lending Operations to support operations activities
• Evaluate market trends to identify potential Member needs and implement outbound and inbound telemarketing campaigns to capture new mortgage loan business
• Establish and coordinate team efforts and build consensus, thus creating a cooperative working environment in which everyone has the opportunity to be successful
• Develop and utilize pipeline management system to expeditious loan turn around times and ensure high quality member service
• Recognize and propose changes in the workflow to maintain maximum efficiency and superior Member satisfaction
• Provide exceptional service to all Members, volunteers, employees, and service providers
• Review, approve, deny, or make counter offers for loan applications up to established limits
• Develop new, and maintain existing, vendor/partner relationships that will mutually benefit RCU and its Members
• Recruit, select, train, motivate, discipline, evaluate and develop reporting staff
  
  
  

Knowledge, Skills, and Abilities

• Thorough knowledge of Internet-based loan origination software
• Thorough knowledge of modern management techniques and practices
• Ability to analyze problems and opportunities, identify and evaluate alternatives, and develop sound, effective solutions
• Thorough knowledge of real estate principles, practices, rules, and regulations
• Extensive knowledge of all residential mortgage loan products offered by RCU
• Knowledge of secondary market investor guidelines and compliance requirements
• Ability to plan, implement, and evaluate the achievement of goals, objectives, and work plans
  
  
  

Education and Experience

• Ability to maintain a valid California driver’s license
• Ability to obtain and maintain registration with the National Mortgage Licensing System and Registry in compliance with the requirements of Federal Law, including the SAFE ACT and NCUA part 761
• A combination of education and experience equivalent to diploma bachelor’s degree in business administration, finance or a closely related field.
• Seven years of experience in mortgage lending within a financial institution, with at least four years of that experience in the production environment
  
  
  

Physical Requirements

• Ability to stand, bend, stoop, sit, walk, twist, and turn
• Ability to lift up to 15 pounds
• Ability to use a computer keyboard and calculator
• Work environment is indoors, majority of the time is spent sitting at a desk
  
  
  

Base starting range: $107,000 to $134,000 annually, commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Redwood Credit Union offers a robust benefits package to our eligible employees including:

• Competitive medical, dental, and vision insurance, mental health offerings
• Employee performance incentive plan
• Salary Advancement– Merit increase based on performance
• 401(k) program with employer match
• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!
  
  
  

RCU Discounts and Perks-

• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans
• RCU employees are eligible for a 1% discount on all recreational or boat loan products
• 2% discount off Visas and LOC Loans through RCU
• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000
• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000
• 0% interest on garment, fitness, or home office equipment loan of up to $500
• 100% financing for employee purchased homes!
  
  
  

Why work for Redwood Credit Union?

• Local financial institution, providing unparalleled service since 1950
• Recognized by Newsweek as one of "America's Best Credit Unions 2024"
• Top 5 Healthiest Credit Union in the USA, rated by Glatt Consulting
• Voted Best Places to Work in the North Bay 18 years in a row
• World-class employee engagement scores
• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate
• Recognized by Forbes as one of “America’s Best Small Employers 2023"
  
  
  

Internal Team Members

If you are a current Team Member, please apply through the internal careers page located in RCUNET.

We are an Equal Opportunity Employer