Effectively lead and develop the Operations Support Services team, providing daily oversight, guidance, and escalation support. Manage hiring, onboarding, performance reviews, productivity, and quality monitoring to ensure consistent service excellence across all functions.

• Serve as a subject matter expert to origination team members by addressing questions related to LOS (Loan Origination System) rules, validations, and workflows. Ensure accuracy, efficiency, and compliance in all system-driven processes.

• Provide compliance support for origination team members to address and resolve disclosure-related compliance issues in accordance with federal, state, investor, and Company's policies. Partner with internal stakeholders to identify and mitigate potential risks

• Design, produce, and maintain comprehensive reporting from tickets submitted to the Operations Support Team.

• Analyze data to identify trends and provide actionable insights that inform process improvements, training material updates, and system enhancements.

• Apply knowledge of federal and industry requirements to assess business change implications, analyze sensitive or complex operational issues, and recommend best practices to ensure compliance and efficiency.

• Advise on the implementation of new programs or system changes, producing user documentation and process guides to support successful adoption.

• Build and maintain strong, collaborative relationships with management, business line personnel, and internal teams to ensure alignment and effective communication across departments.

• Collaborate with internal partners to develop a comprehensive understanding of business operations, procedures, and goals.

• Utilize originations, underwriting, and mortgage banking expertise to research, analyze, and resolve issues or inquiries from internal and external partners.

• Ensure full compliance with all Company's policies and procedures while exemplifying and promoting the Company’s Core Values. Maintain current knowledge of all mortgage-related regulations, industry changes, and Company's system updates.

• Perform related administrative functions as required to support department operations

Preferred Qualifications and Experience

• Comprehensive knowledge of mortgage origination and underwriting principles.

• Strong understanding of agency and investor guidelines, lending compliance, and process analysis.

• Proven ability to interpret and apply federal and state lending regulations.

• Excellent written and verbal communication skills, including presentation and stakeholder engagement.

• Demonstrated service orientation with strong organizational, analytical, and problem-solving skills.

• Effective time management and the ability to balance multiple priorities in a dynamic environment.