Mortgage Loan Processing Supervisor

Bank of England Mortgage
United States, Arkansas, Little Rock
Mar 20, 2025
Bank of England / Bank of England Mortgage Mortgage Loan Processing Supervisor Job Description Typical business work hours are 8:00 A.M. to 5:00 P.M. Monday through Friday, some over-time may be required. As a Mortgage Loan Processing Supervisor, you will be expected to demonstrate a sense of urgency, willingness to work closely with others, and be part of a team whose primary focus is service to our internal/external customers. This is a non-exempt position. Purpose: The Mortgage Loan Processing Supervisor supports the loan processing team, ensuring efficient and accurate loan file management from application to closing. This role involves training and mentoring processors, acting as a point of escalation for complex issues, and collaborating closely with underwriters and other stakeholders to facilitate timely loan decisions. The Supervisor may also maintain a pipeline of loan files for specific loan officers or specific products, ensuring their loans progress smoothly through the process. The Supervisor monitors key performance indicators, enforces compliance with regulatory requirements, and strives to optimize the loan processing workflow for maximum efficiency and client satisfaction for the whole processing team. Essential Functions/Duties: Lead, mentor, coach, and evaluate a team of Loan Processors (onsite and remote), providing regular performance feedback, development opportunities, and fostering a positive and productive work environment. This includes coaching, mentoring, and evaluating staffing, and contributing to performance reviews as needed. Work directly with Closing and Disclosure Manager to monitor staffing, team performance, and profitability. Generate and distribute weekly pipeline reports. Ensure Loan Processors meet established loan submission turn times and monitor loan submissions for accuracy and quality. Develop, implement, and refine efficient workflows for processing. Chair periodic processing team meetings to discuss improvements, provide feedback, and resolve issues. Work with IT and external companies to ensure the loan origination system (e.g., Encompass) is working properly for processing staff. Work with providers to utilize applications to the fullest capacity, streamlining processes and procedures, and ensuring accuracy and compliance. Analyze, prepare, and train for periodic updates to system software, and mentor operational staffing on training and implementation. Work closely with the team to promote communication and ensure quality service delivery throughout the lending channel, as well as with external customers. Work directly with Underwriting to ensure positive communication. Develop and maintain a strong relationship with Management to share and implement best practices. Provide training and onboarding support for new corporate and branch processing personnel. Work directly with the VP, Operations to monitor staffing, team performance, profitability, and operations goals. Provide weekly, monthly, and quarterly progress reports to the Department Manager and to the team network in terms of performance, compliance, and general effectiveness. Maintain a pipeline of loan files for assigned Loan Officers, ensuring timely and efficient processing from application to closing, while maintaining supervisory duties. Provide complete loan packages to underwriters and promptly address any requests for additional information from Loan Officers and/or customers. Obtain and track underwriting conditions, working with customers and Loan Officers to gather necessary documentation for final loan approval. Verify all "clear to close" documentation. For approved refinance loans, request and process payoff information for existing mortgages and liens. Validate asset and liability information, gather required documentation (VOE, VOD, flood certification, HMDA, etc.), and ensure accuracy and completeness of loan applications. This includes validating information from third-party sources like bank statements and credit reports. Gather and process documentation specific to FHA, VA, and USDA Rural Development loan programs, ensuring compliance with all applicable regulations and procedures. Issue required disclosures, review rate locks and point objectives, ensure proper approvals for overages/underages and fee waivers. Set up files, order appraisals and credit reports, and review all documents (flood/tax certificates, surveys, etc.) for accuracy and compliance with Bank of England Mortgage guidelines before underwriting submission. Protect the Company's reputation and image by maintaining borrower confidence; deliver a high level of customer service and by keeping mortgage loan information confidential. Escalate any issues to Closing and Disclosure Manager. Perform other duties as assigned and work as directed by Closing and Disclosure Manager. Preferred Education & Experience: High School Diploma or GED equivalent required, some college preferred; College degree desired. A minimum of four (4) years of related mortgage lending experience is preferred. A minimum of two (2) years of training or supervisory and/or leadership experience is preferred. Intermediate to computer proficiency skills with MS Office, Excel and Mortgage Loan Applications/Software) Encompass 360 desired. Excellent customer service skills; written and oral communication skills and ability to demonstrate control, flexibility and maintain quality and high productivity when dealing with customers and changing work demand. Ability to multi-task and operate in a high-volume, fast-paced environment. Knowledge of federal and state regulatory requirements a plus. Must be able to perform essential responsibilities with or without reasonable accommodation. Required Abilities - We are an ADA employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position. Ability to occasionally move about inside the office to access files, office machinery, ascend/descend stairs/ladder or to stoop, crouch or kneel to pull boxes from shelving. Ability to occasionally move about outside the office when visiting potential clients and walking with them to survey various construction work sites. Position requires person to be able to remain in a stationary position 80% while performing the essential functions of this job. The employee is frequently sitting or standing. While performing the essential functions of this job, the employee is frequently required to stand, walk, sit, use hands to finger, speak and hear; read and write; keyboard; push, pull and/or lift up to 30 pounds; lift and/or move up to 30 pounds. Ability to operate office equipment of varying heights, sizes and positions by reaching, handling, fingering, bending, stooping, kneeling and feeling. Ability to obtain documents, files, and supplies of varying sizes, heights and weights by reaching, handling, stretching, lifting, bending, climbing, stooping, kneeling and feeling. Ability to effectively exchange information in a verbal, visual and written fashion. Ability to apply common sense understanding in order to problem solve by analyzing, observing, and prioritizing. Ability to read materials and identify relevant details; judge accuracy and appropriateness. Ability to effectively interact with others, including but not limited to internal and/or external customers, members of management and vendors. Ability to work a regular, predictable schedule. Ability to establish and maintain effective good working relationships with fellow employees, branch management, corporate management, clients and the general public. The Mortgage Loan Processing Supervisor will also have to do some lifting of supplies and materials from time to time. The incumbent is located in a busy, open area office and is faced with constant interruptions and must meet with a wide variety of others on a regular basis with various issues. The incumbent must spend long hours in intense concentration and must also spend long hours on the computer entering financial information which requires attention to detail and high levels of accuracy. There are a number of deadlines associated with this position, which may cause significant stress. Honesty and integrity in dealing with others and accountability in standing behind your work; initiative and self-motivation in serving the client, getting the job completed thoroughly and on time; ability to listen to others and understand their needs; confidence in yourself and enthusiasm regarding your service. Must demonstrate organizational skills in having the ability to prioritize and manage numerous tasks at the same time. I understand that my employment is governed by and I agree to comply with any employment policies, procedures, instructions and practices established by the Bank of England (Bank) and/or Bank of England Mortgage provided to me, as well as all applicable laws. As an employee of a federally insured bank, I confirm I have been directed to comply with RESPA, the Truth in Lending Act, Fair Lending, HMDA, Bank Secrecy Act, the Dodd Frank Act and all other regulations regarding the mortgage application process. I understand my failure to comply with any regulatory or other requirements of a federally insured state bank will, in addition to any other remedies the Bank may have, result in all legal actions that can and will be pursued against me. I further agree to complete all training required by BOE/BOEM relating to the above referenced regulations, as well as any additional regulations, laws, state specific items, company policies and procedures, or any other training whatsoever as determined by BOE/BOEM, in its sole discretion, to be necessary to my position, whether or not similar training was completed prior to my employment with BOE/BOEM. As an employee of Bank of England Mortgage, I fully understand the above accountabilities and expectations of the Mortgage Loan Processing Supervisor and will fully abide by them.