Job Summary
The Mortgage Process Improvement and Content Specialists role is to oversee, drive, perform, and analyze the overall efficiency of all areas within Mortgage Lending. They will proactively identify, map, document and improve the mortgage lending process. This role will also collaborate across all Mortgage Lending departments by preparing job aids and training materials for departmental use.
The Mortgage Process Improvement and Content Specialist reports to the Senior Manager, Mortgage Loan Operations.
About UFCU
Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures.
In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values:
Purposefully Member-Obsessed
We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success.
Possibilities Reimagined
We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.
Performance Excellence Rooted in Unwavering Integrity
We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.
Essential Functions
- Embrace and promote a change-oriented and continuous process improvement culture.
- Serve as a role model in transparent communication, two-way dialogue, and proactive communication between mortgage lending departments to ensure a seamless mortgage lending process.
- Analyze current mortgage processes and workflows to identify opportunities for improvement and increased efficiency.
- Collaborate with all Mortgage Lending functions to develop procedures, processes, and workflows to maximize the effectiveness of technology and its impact on the member and employee experience, and employee effectiveness.
- Develop, update, and maintain mortgage process documentation, including standard operating procedures (SOPs), job aids, checklists, and reference guides.
- Optimize operational processes, workflow management, and systems integrations for Mortgage Lending.
- Partner with Mortgage Lending leadership team to influence training development for Mortgage Lending.
- Engage in change management through effective planning and communication with the Mortgage Lending leadership team and ensure processes are evaluated on a continual basis for efficiencies, effectiveness, and value.
- Serve as a subject matter expert for mortgage process queries and support process-related projects.
- Work with mortgage leadership to evaluate technology that supports, enhances, or modifies processes within Mortgage Lending.
- Contribute to and support department strategies with a focus on user experience to deliver an elite platform for all mortgage teams.
- Support Mortgage Lending leadership’s vision for how technology will be used in mortgage, by fostering innovation, implementing initiatives, and coordinating the management of current and future technology systems.
- Ensure that process knowledge is not only captured, but also fully communicated, shared, and accessible using traditional and technology-mediated dissemination activities and programs.
Other
- Adhere to all company policies, procedures, and business ethics codes and communicates and implements these norms within the team.
- Complete required regulatory training as assigned.
- Comply with all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.
- Perform other duties as assigned.
Knowledge/Skills/Abilities
Knowledge
- Mortgage Process Expertise: In-depth understanding of mortgage origination, processing, underwriting, closing, and servicing workflows.
- Advanced knowledge of mortgage technology and integration
- Expert knowledge of Encompass, utilized within the Mortgage industry to enhance the member and user experience
- Process Improvement Methodologies: Familiarity with Lean, Six Sigma, or other continuous improvement frameworks as applied in financial services.
- Documentation Standards: Knowledge of how to create and maintain standard operating procedures and process documentation in a regulated environment.
- Change Management: Understanding of how process changes impact people, systems, and compliance within the organization.
- Industry Regulations: Knowledge of federal and state mortgage regulations (e.g., RESPA, TILA, TRID, Fair Lending), as well as internal compliance and risk management requirements.
Skills
- Advanced professional verbal and written communication skills with excellent editing and presentation skills
- Excellent ability to create clear, concise, and accurate process documentation and training materials.
- Strong analytical and research skills with the ability to translate, quantify, and manipulate complex information
- Ability to work cross-functionally and build consensus among diverse teams.
Abilities
- Ability to manage or support projects, prioritize tasks, and meet deadlines while balancing multiple initiatives.
- Ability to ensure documentation accuracy and process compliance.
- Aptitude for identifying root causes of process issues and developing practical solutions.
- Expert ability to handle varying opinions and friction points, properly resolve conflict, and maintain neutrality in all projects and process improvement efforts.
- Ability to maintain confidentiality regarding highly sensitive information.
Core Competencies
- Delivering Member Obsession
- Seeks to understand customers
- Identifies member service issues
- Drives member-focused practices
- Assures member satisfaction
- Delivering Performance Excellence
- Maintains focus
- Measures progress and outcome
- Ensures accountability
- Delivering Innovation
- Inspires curiosity
- Challenges current thinking
- Supports experimentation
- Advances ideas to the next stage
Experience
Minimum Requirements
- Minimum three (3) years’ experience in Mortgage Lending, mortgage operations, or process improvement within the financial services industry
- Experience with technologies related to Mortgage Lending processing and other finance-related technologies
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- In-depth understanding of mortgage origination, processing, underwriting, closing, and servicing workflows
- Advanced knowledge of mortgage technology and integration
- Knowledge of Encompass
- Familiarity with Lean, Six Sigma, or other continuous improvement frameworks
- Knowledge of federal and state mortgage regulations
What We Do
UFCU is a not-for-profit credit union. To put it simply, we’re a financial institution owned by, dedicated to, and always working for our Members. Consistently rated the best in our communities, we deliver fair and honest products and outstanding service. That’s why we’re Austin’s largest locally-owned financial institution. Our mission is simple: to help change our communities for the better. We imagine a community where everyone has the opportunity to earn a degree, advance their career, or afford a home of their own; where we’re all better off because financial health is within reach. We partner with organizations that focus on education, employment, and housing to help Members achieve their financial goals. Together we’ve created a credit union we can all be proud of. We’re always looking for great talent. If you’re looking for a career with a socially conscious, service-oriented organization, join our growing team. Check out our open positions. http://bit.ly/2fQHUzK Non-deposit investment products and services are offered through CUSO Financial Services, L.P. (“CFS”), a registered broker-dealer (Member FINRA www.finra.org /SIPC www.sipc.org ) and SEC Registered Investment Advisor. Products offered through CFS: are not NCUA/NCUSIF or otherwise federally insured, are not guarantees or obligations of the credit union, and may involve investment risk including possible loss of principal. Investment Representatives are registered through CFS. UFCU has contracted with CFS to make non-deposit investment products and services available to credit union members. Investment representatives at UFCU are licensed to transact securities business in MI. For more information concerning CFS or its representative(s) associated with this site, please review FINRA Broker Check by accessing the following link and typing in the firm / representative information in the search field. http://brokercheck.finra.org/Search/Search.aspx
