Residential Lending Operations Manager

The Residential Lending Operations Manager (RLOM) provides leadership and oversight for the Bank’s residential mortgage and home equity lending activities. The RLOM is responsible for mortgage operations, portfolio performance, credit quality, regulatory compliance, and the effective delivery of residential lending products and services.

The position develops and implements policies, procedures, and process improvements that support the Bank’s strategic goals, operational efficiency, sound lending practices, and exceptional client service.

The RLOM leads and develops the residential lending team to achieve goals for growth, profitability, credit quality, productivity, and service. The position also oversees lending systems and workflow, management reporting, broker and referral relationships, and process improvements that support sustainable growth.

Duties & Responsibilities

Residential Lending Operations

• Oversees residential mortgage and home equity operations, ensuring quality, efficiency, compliance, and exceptional client service.
• Maintains strong knowledge of Bank products, residential lending programs, pricing, underwriting, and applicable regulations.
• Oversees mortgage origination, processing, pipeline management, and related workflows.
• Optimizes the mortgage loan origination system to improve efficiency, usability, reporting, and client experience.
• Identifies and implements process improvements that strengthen quality and operational performance.

Credit & Portfolio Management

• Oversees analysis of borrower credit, income, cash flow, financial statements, and other required documentation.
• Reviews home equity credit presentations, past-due and matured loans, exceptions, and other portfolio risks.
• Ensures credit and loan files are accurate, complete, and maintained in accordance with Bank standards.
• Monitors residential portfolio performance and escalates emerging credit or operational risks as appropriate.
• Recommends improvements to residential credit policies, products, procedures, and standards.

Team Leadership

• Leads, coaches, and develops Mortgage Loan Officers, Mortgage Specialists, and mortgage support staff.
• Establishes performance expectations and holds staff accountable for productivity, quality, service, and departmental goals.
• Uses lending systems and performance metrics to monitor workload, productivity, and service levels.
• Conducts performance evaluations and manages hiring, development, coaching, and corrective action as appropriate.
• Promotes a collaborative, accountable, and client-focused team culture.
• Business Development & Client Experience
• Evaluates broker relationships, loan programs, and market opportunities to support profitable growth.
• Develops referral relationships and supports business development efforts within the community.
• Ensures exceptional client service and timely follow-through throughout the residential lending process.
• Supports relationship growth and appropriate referral of additional Bank products and services.

Financial & Management Responsibilities

• Contributes to residential lending growth and profitability through effective expense management, productivity, and income generation.
• Monitors department performance against established goals and implements corrective action when needed.
• Produces consistent pipeline, referral, production, and other management reports.
• Maintains knowledge of mortgage industry, market, regulatory, and competitive trends.
• Supports audits, examinations, management requests, and special projects.

General:

• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• Completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the Bank through outside activities.
• Comply with all applicable OSHA safety standards, including:
• Read the workplace safety and health poster at the jobsite.
• Report hazardous conditions to your supervisor and/or HR
• Report any job-related injury or illness to your supervisor and/or HR, and seek treatment promptly.

Compliance

• Complies with all bank policies and procedures and all applicable government regulations including, but not limited to ECOA and Reg B, Truth In Lending Act, Reg Z, RESPA, Reg X, Fair Housing Policy, Fair Lending Policy, HMDA, Flood Disaster Protection Act policy, Homeownership Counseling Policy, Identity Theft Program Policy, Fair Credit Reporting act (FCRA) and Fair and Accurate Credit Transactions Act (FACTA), Service members Civil Relief Act Policy and Safe Act.
• Stays current and knowledgeable of all policies, procedures and regulations related to the job functions and completing all assigned training on time, requesting additional training as needed to be proficient in all job responsibilities
• Cooperates with internal and external auditors and bank examiners by providing full cooperation and timely delivery of requested documentation and information; and reporting concerns about compliance to the Compliance Officer to enable prompt remediation.
• Complies with Bank policies and procedures relating to the Bank Secrecy Act (BSA), and Anti Money Laundering (AML) and Office of Foreign Asset Control (OFAC) guidance. Report suspicious activity to the BSA Department through a Suspicious Incident Report (SIR).
• Adheres to privacy and information security policies, and ensure all sensitive internal and external customer information is properly secured and safeguarded. Use secure methods delivering client and/or confidential data by email.
• Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.

Qualifications

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Bachelor’s degree from a four year college or university in area of Finance/Banking or Business Administration related degree or at least 15 years of experience in the lending field or related area.
• At least 8 years of recent relevant experience working as a senior manager, handling complex accounts and sensitive client relationships, difficult negotiations and credit assessments independently, and developing strategy.
• Work related experience must consist of management experience managing a team of 10+ employees in multiple work locations. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, is required, applicable to the financial industry.
• Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.
• Excellent organizational and time management skills with the ability to provide leadership, supervision and training for one or more employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.
• Proficient computer skills in Encompass, Microsoft Office Suite, word processing and spreadsheet software programs and knowledgeable regarding computer terminal and personal computer operation.
• Advanced math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written and interpersonal communication skills, with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, and speak clearly to customers and employees.
• Thorough understanding of management procedures; ability to plan department schedule and activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Bank activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).
• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
• Ability to work with no supervision while performing duties.
• Current California driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Working Conditions & Physical Requirements

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• The employee will be situated in an office type setting in which he or she is free to move about at will.
• It may include some minor annoyances such as noise, odors, drafts, etc.
• The employee in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 20 pounds), driving, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching.
• The employee for this position may operate any or all of the following: telephone, cell phone, copy and fax machines, adding machine (calculator), scanner and image systems, personal computer and related printers, or other equipment as directed.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Direct Reports

All mortgage operations staff, including Mortgage Loan Officers, Mortgage Specialists, and the Mortgage Systems Administrator.

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