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Summary/Objective

Responsible for the strategic direction, leadership, and oversight of all aspects of the credit union’s real estate lending operations. This includes mortgage origination, underwriting, processing, servicing, secondary market sales, and portfolio management. Ensures all activities align with the credit union’s strategic objectives, mission, regulatory requirements, member service standards, and financial goals. Participates in the strategic planning and has direct input into the development of Credit Union policies, procedures, and objectives.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

1. Directs and monitors all aspects of credit union mortgage lending operations and successfully fulfill established strategic goals and objectives with respect to lending.
2. Directs mortgage loan officer training.
3. Monitors product delivery and quality and takes action to resolve problems and/or concerns timely.
4. Develops and implements long-term strategies to grow the credit union’s real estate loan production.
5. Establishes and implements short and long-range organizational goals, objectives, policies, and operating procedures; monitors and evaluates program effectiveness; effects changes required for improvement.
6. Monitors lending landscape, including trends and technology. Proactively brings trends and uses of new technology to executive management. Welcomes change, be it new products/services, new delivery channels or service attitudes necessary to innovate and grow.
7. Leads strategic partnerships (e.g., with real estate agents, builders, secondary market investors, etc.).
8. Motivates and leads a high performing team, providing leadership and management to the mortgage areas.
9. Promotes a culture of accountability, member service, compliance, and continuous improvement.
10. Sets performance goals and provides regular coaching and evaluations.
11. Oversees mortgage origination, underwriting, closing, and servicing functions.
12. Ensures timely, accurate, and compliant processing of all real estate loan applications.
13. Monitors pipeline management and ensures an excellent member experience.
14. Ensures compliance with all federal and state lending laws, regulations (e.g., NCUA, RESPA, HMDA, TRID), and internal policies.
15. Works with internal and external auditors to maintain regulatory readiness.
16. Monitors credit quality and portfolio risk, including delinquency and loss mitigation strategies.
17. Manages relationships with secondary market investors (e.g., Fannie Mae, Freddie Mac) and mortgage insurers.
18. Oversees pricing, pooling, and delivery of loans sold in the secondary market.
19. Ensures loan salability and maximizes income from secondary market transactions.
20. Researches industry best practices and collaborates with internal business partners to develop recommendations on process improvements, vendor-based solutions, and strategic enhancements
21. Enhances digital mortgage capabilities and member experience.
22. Stays current with trends in real estate lending and fintech innovations.
23. Prepares and analyzes reports on production, portfolio performance, and profitability.
24. Participates in establishment of annual department budget and monitors performance to budget throughout the year; establishes annual sales goals (in conjunction with executive team and marketing) for lending programs and initiates action to achieve established goals.
25. Complies with the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

Competencies

1. Service excellence.
2. Proven leadership, team-building, and people management skills.
3. Ability to effectively communicate, negotiate, and present information to a wide range of audiences including management, vendors and community partners.
4. Exceptional communication, strategic thinking, and problem-solving abilities.
5. Strong professional demeanor required to respond to inquiries from members, employees, external contacts and executive management.
6. Stress management/composure.
7. Honesty and integrity.
8. Experience with mortgage LOS systems (e.g., Encompass, MortgageBot) and core banking systems.
9. Strong research, prioritization, analytical, and problem-solving ability.
10. Exceptional interpersonal skills, including oral and written communication, presentation and facilitation skills.
11. SAFE Act/NMLS licensing is required.
12. Must possess thorough knowledge of all external State and Federal rules and regulations for lending, compliance, credit, safety and security.

Supervisory Responsibility
This position has supervisory responsibilities.

Work Environment
This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  Physical presence in the office is required. This position may be remote hybrid eligible with prior approval from executive management.  Employee must acknowledge FCU Remote Teleworker guidelines and adhere to other terms and conditions which are subject to change at management discretion.  Terms and/or conditions can be modified/terminated at any time with or without prior notice.

Physical Demands
This position requires manual dexterity, the ability to lift and/or move up to 25 pounds. This position requires bending, stooping or standing as necessary. 

Position Type/Expected Hours of Work
Ability to work a flexible schedule Monday through Friday. 

Travel
Periodic travel to other FCU locations may be required.

Qualifications

Required Education and Experience

1. Bachelor’s degree in business, finance or related field required.
2. Minimum of 10 years’ management and leadership experience in mortgage lending, underwriting and approving loans within the credit union or financial services industry.

Preferred Education and Experience

1. Prior supervisory/leadership experience.
2. Previous experience with a credit union highly desirable.

Additional Eligibility Qualifications

1. Multi-lingual capabilities to include Spanish are a plus.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This role promotes product/service innovation and adoption, ensuring alignment with business strategy, member needs, and regulatory requirements. Works cross-functionally with stakeholders across the organization to deliver market-leading financial solutions. Professionalism, discretion, confidentiality and a positive contribution to our FIRST values is essential to this position.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Support design process for new deposit and loan products, as well as lifecycle updates to existing products, based on member needs, internal and external (market) research, and collaboration with stakeholders.
Leverage data analytics to measure and recommend to leadership growth strategies of assigned products/services.
Analyze product/service satisfaction with a goal to achieve frictionless member experience and efficient operational delivery.
Partner with business line owners to develop effective targeted trackable campaigns.
Provide meaningful reports using data visualization to identify and convey key information. (Extract, compile, analyze and interpret financial data from multiple sources.)
Presents product recommendations for approval including product justification (business case), product requirements, features, pricing, and financial forecasting analysis.
Develops, maintains, and executes the credit union’s strategic product, innovation growth roadmap in collaboration/partnership with marketing leadership, executive team and business line owners. Ensures the roadmap supports the credit union’s strategic business plan, organizational KPIs and product line owners’ plans and growth goals.
Coordinates new product launch in collaboration with product development team, marketing, compliance, training, operations, and other pertinent departments.
Assists stakeholders in developing marketing plans, training content, and product & service policies and procedures.
Responsible for product lifecycle growth management recommendations for key products and services (Credit Cards, Sunshine Checking, FirstFunds-BNPL, Service Costs, others as assigned). This includes recommendations for product changes, enhancements, terminations / retirements, and consolidations.
Establishes dashboard KPIs of monthly product success metrics in conjunction with finance, business analysts, and product line owners; reports trends, important insights, potential issues, and unrealized opportunities to stakeholders on a regular basis; recommends adjustments to the established strategic product/growth roadmap based on findings.
Competencies

Data analysis
Digital Marketing
Expertise in collaboration
Excellent communication skills
Ability to share complex topics in written form or group presentation.
Grounded in CU operations with working knowledge of products/services
Computer proficiency, knowledgeable in MS Office Suite and working knowledge of all member facing systems (in-branch and online)
Stress management/composure
Honesty and integrity
Teamwork
Self-starter
Reliable
Ability to professionally compose own correspondence.
Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical presence in the office setting is required.

Physical Demands
This position requires manual dexterity, the ability to lift and/or move up to 25 pounds. This position requires bending, stooping or standing as necessary.

Position Type/Expected Hours of Work
Ability to work 40 hours; Monday – Friday. Periodic overtime may be required.

Travel

Ability to travel to branch locations, community events, training and visit community partners is required.

Qualifications
Required Education and Experience

Associates degree.
Three years related experience and/or training; or equivalent combination of education and experience.
Preferred Education and Experience

Previous experience with a credit union highly desirable.
Bachelor’s degree.
Additional Eligibility Qualifications

Multi-lingual capabilities to include Spanish are a plus.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

As the Vice President of Marketing at Zeal Credit Union, you will lead the development and execution of comprehensive marketing strategies that align with our organizational goals and mission. Your focus will be on enhancing brand awareness, member engagement, and driving growth through diverse marketing channels. You will develop enterprise brand equity, membership expansion, and innovative product growth strategies while ensuring they are in sync with our strategic objectives.

Regular analysis of marketing campaign performance using key performance indicators like ROI, conversion rates, and engagement metrics will be essential. You will also direct the organization's website and social media strategy, ensuring a vibrant online presence that fosters brand building and member engagement. By understanding customer journey maps and leveraging thorough project management expertise, you'll formulate a cohesive business intelligence strategy that empowers data-driven decisions, paving the way for strategic success across the credit union.

Northwest Federal Credit Union (NWFCU) is seeking a Vice President who will be responsible for leading the vision and strategy of our high-volume call center. This key leadership role is responsible for meeting and exceeding business objectives and ensuring consistent achievement of all operational metrics for our call center operations. The ideal candidate will have extensive customer care and management experience. The Vice President of Member Service Center will manage, inspire and motivate a growing team to ensure operational excellence, high employee engagement and service improvement is achieved.

RESPONSIBILITES

• Collaborate with senior leadership in setting and driving organizational vision and operational strategy designed to accommodate the sustained growth objectives of our organization
• Manage a large, distributed and fully remote team to support our goals of efficient and effective processes that produce positive member service outcomes
• Create strategic plans and recommendations to improve productivity while balancing service levels
• Manage teams and processes that improve forecasts and staffing plans; develop plans to address periods of increased call volume
• Manage overall operational and compliance performance to meet or exceed defined member service metrics
• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Prepare departmental performance reports by collecting, analyzing, and summarizing data and trends
• Maintain and improve department operations by monitoring systems and process performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, and managing system and process improvement and quality assurance programs
• Meet departmental financial objectives by estimating requirements, providing input on budget, scheduling expenditures, analyzing variances, and initiating corrective actions
• Builds strong collaborative relationships across functional areas within the organization
• Maintain professional and technical knowledge by tracking emerging trends in electronic services operations management, reviewing professional publications, and benchmarking industry leading practices
• Implement plans to introduce technology solutions to enhance the member experience and quality of work for employees
• Implement effective training, coaching and development plans to enhance member service representatives level of knowledge
• Lead by example, by maintaining high standards of excellence and sustaining a culture of high morale and engagement by developing comprehensive employee engagement plans
• Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)

QUALIFICATIONS

• Associates degree or equivalent experience
• Minimum 10 years’ contact center experience in a financial institution
• Minimum 5 years experience leading large call center teams
• Ability to work effectively on-site in our Herndon, VA headquarters and equally effectively remotely