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The Mortgage Loan Coordinator (LC) Manager is a member-focused leader and coach responsible for leading a team of approximately 15 Mortgage Loan Coordinators. This role emphasizes training, development, and consistency while partnering across Mortgage Operations to solve problems, improve outcomes, and elevate the member experience. The LC Manager leverages deep experience with Loan Origination Systems (LOS), specifically Encompass, to drive pipeline performance, quality, compliance, and service excellence.
LOCATION
Tanner Building - Hybrid:
7167 S Center Park Drive
West Jordan, UT 84084
SCHEDULE
Full Time
To be effective, an individual must be able to perform each job duty successfully.
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Develop and execute strategic plans for the Mortgage Loan Coordinator team, aligning talent development, automation adoption, and process optimization with organizational goals and industry trends.
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Leverage advanced analytics and AI-powered coaching tools to conduct data-driven one-on-ones and provide personalized, real-time feedback for continual team growth and performance elevation.
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Design, implement, and regularly refine standardized workflows and best practices within the Loan Origination System (LOS), integrating automation and digital solutions to achieve high-quality, scalable execution.
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Anticipate future skills gaps by partnering with Learning & Development and technology teams to deliver targeted, forward-looking education on emerging guidelines, workflow automation, and Encompass enhancements.
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Mentor and empower Loan Coordinators to become experts in mortgage technology, digital workflows, and innovative problem-solving, preparing the team to thrive in a rapidly evolving, tech-enabled environment.
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Foster a culture of strategic accountability, continuous process improvement, and shared ownership of results by embracing agile methodologies and automation-driven performance metrics.
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Oversee daily and predictive pipeline activity within Encompass, utilizing automation and intelligent routing to ensure loans progress efficiently and accurately with minimal manual intervention.
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Monitor production, quality, and service metrics using advanced LOS data analytics and predictive modeling to proactively identify trends, eliminate bottlenecks, and drive strategic improvements.
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Provide escalation support for complex or exception files, leveraging automated tools and AI-driven insights to resolve underwriting challenges and time-sensitive transactions efficiently.
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Ensure robust file management, digital documentation standards, audit readiness, and compliance with evolving industry regulations (TRID, RESPA, HMDA, etc.) through automation and workflow integration.
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Collaborate cross-functionally with Underwriting, Closing, Training, Secondary Market, and Sales to develop and implement digital solutions that enhance mortgage fulfillment outcomes and member experience.
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Champion a member-first experience by deploying proactive, transparent, and automated communications at every stage of the mortgage journey, ensuring timely updates and satisfaction.
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Lead and participate in LOS enhancements, process automation initiatives, and digital transformation projects to continuously drive operational efficiency and future-proof mortgage operations.
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Maintain and expand advanced working knowledge of Conventional, FHA, VA, USDA, Freddie Mac, Fannie Mae, and portfolio guidelines, leveraging digital resources and AI-driven compliance tools to support team performance.
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Translate regulatory and guideline changes into automated, scalable workflows within Encompass, ensuring the team remains audit-ready, operationally disciplined, and strategically aligned with future requirements.
KNOWLEDGE, SKILLS, and ABILITIES
The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.
Experience
- Five (5) years of progressive experience in a progressive financial and/or lending setting.
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Mortgage operations, loan coordination, processing, underwriting, or closely related roles preferred.
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Three (3) years leading teams, implementing process improvements, and adapting to evolving industry technology.
Education
- A bachelor’s degree in business, finance, economics, data analytics, or a similar area is preferred. However, candidates without a degree can qualify if they have three additional years of progressive experience in financial or digital workflow management.
- Additional certifications or ongoing education in mortgage technology, compliance, or leadership - preferred.
Managerial Responsibility
Direct managerial responsibility for a team of Mortgage Loan Coordinators, including hiring, performance management, coaching, and professional development. Experience with remote or hybrid team leadership and digital collaboration tools is preferred.
Licenses, Certifications, Registrations
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Must be able to qualify for and maintain NMLS registration under the S.A.F.E. Act, if applicable.
- Additional certifications in mortgage compliance, digital lending platforms, or leadership are advantageous/preferred.
Technology, Systems & Data Utilization
- Demonstrated expertise in Loan Origination Systems (LOS) including pipeline management, reporting, workflow optimization, and maintaining file quality control. An emphasis on Encompass, preferred.
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Proven ability to drive adoption and integration of automation tools, system enhancements, and digital workflow updates to improve operational efficiency and reduce manual processes.
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Advanced skills in leveraging LOS data, dashboards, and reporting to identify pipeline risks, monitor performance metrics, and recommend process improvements in a rapidly evolving technology landscape.
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Strong commitment to data integrity, compliance, and audit readiness, with the ability to reinforce proper system documentation and support regulatory requirements.
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Experience coaching and supporting teams in troubleshooting LOS-related issues, ensuring consistent system usage, and promoting best practices as technology and automation continue to advance.
Language Skills
- Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
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Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
Other Skills and Abilities
- Demonstrated leadership and coaching skills, with a proven track record of developing high-performing teams and fostering innovation in a fast-paced, deadline-driven environment.
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Knowledge of mortgage processing workflows, including expertise in Loan Origination Systems (LOS) such as Encompass, and the ability to optimize operational efficiency, consistency, and performance – preferred.
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Strong analytical, organizational, and communication abilities, enabling effective problem-solving, collaboration across teams, and clear presentation of results and recommendations to stakeholders at all levels.
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In-depth understanding of Conventional, FHA, VA, USDA, portfolio, and digital loan programs, as well as expertise in critical areas such as income calculation, AUS findings (DU/LPA), appraisal review, title analysis, and digital document management.
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Ability to interpret and apply investor guidelines, regulatory requirements, and internal policies, including adapting to evolving digital compliance standards and maintaining audit readiness.
PHYSICAL ABILITIES / WORKING CONDITIONS
Physical Demands
Ability to sit, talk and hear consistently
Ability to stand, walk, and use hands to handle or reach occasionally
Vision Requirements
Close vision (clear vision at 20 inches or less)
Distance vision (clear vision at 20 feet or more)
Weight Lifted or Force Exerted
Ability to lift to 10 pounds occasionally
Environmental
There are no unusual environmental factors (such as a typical office)
Noise Environment
Moderate noise (business office with computers and printers, light traffic)
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Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.
