Remote Ria Operation Manager Jobs in Norwalk, CA

Loan Setup Manager

Position Summary

We are seeking an experienced Loan Setup Manager to lead and oversee the daily operations of our Loan Setup (LSU) team. This position is responsible for managing workflow, staffing, productivity, quality, service levels, and overall team performance while ensuring loans are processed accurately, efficiently, and in accordance with company policies and applicable compliance requirements.

The Loan Setup Manager will provide hands-on leadership, coaching, training, and operational support to the team. This role will also partner with Management, Operations, Technology, Human Resources, and third-party vendors to improve processes, implement system enhancements, support testing, and roll out new products and procedures.

The ideal candidate has strong mortgage operations and Encompass experience, proven leadership skills, and the ability to manage multiple priorities in a fast-paced mortgage environment.

Key Responsibilities

Loan Setup Operations

• Oversee daily Loan Setup workflows, queues, assignments, staffing, and team coverage.
• Ensure service-level expectations, productivity goals, and turn times are consistently met.
• Monitor loan inventory, including loans pending more than three business days, Rush Loans, same-day expiration items, and other time-sensitive requests.
• Manage and prioritize team inboxes, assignments, documentation, borrower additions, FHA case activity, and other Loan Setup workflows.
• Monitor team workload, productivity, quality, and accuracy and take corrective action when necessary.
• Serve as the primary operational contact for Trelix, managing vendor performance, capacity, workflow, procedures, and turn times.

Leadership & Team Development

• Lead, coach, mentor, and develop the Loan Setup team.
• Maintain accountability for productivity, quality, accuracy, service, and performance expectations.
• Recruit, interview, hire, onboard, train, and support team members in partnership with Management and Human Resources.
• Conduct regular team meetings and individual check-ins to communicate priorities, provide feedback, and support employee development.
• Identify knowledge gaps and provide coaching, mentoring, and targeted training.
• Manage team schedules, attendance, timecards, and staffing coverage in accordance with company policies.
• Promote a culture of accountability, collaboration, continuous improvement, and customer service.

Escalations & Quality

• Resolve complex and escalated Loan Setup issues involving documentation, credit, system errors, workflow, and operational exceptions.
• Troubleshoot Desktop Underwriter (DU) errors and coordinate appropriate resolution.
• Provide guidance on operational and compliance requirements, including fee entries, address updates, system notes, and required documentation.
• Identify recurring issues and implement corrective actions to improve quality, efficiency, and turn times.
• Escalate significant operational, compliance, staffing, or vendor concerns to senior management when appropriate.

Systems, Projects & Process Improvement

• Identify and implement opportunities to improve Loan Setup workflows, efficiency, quality, and the overall customer experience.
• Partner with Technology, Operations, and cross-functional teams to define system requirements and implement enhancements.
• Participate in system testing, including developing test scenarios, executing test cases, documenting results, identifying defects, and validating resolutions.
• Support the rollout of new mortgage products, programs, systems, and processes impacting Loan Setup operations.
• Develop and maintain procedures, job aids, training materials, and workflow documentation.
• Ensure the LSU team and Trelix are informed and trained on applicable product, process, and system changes.
• Monitor the effectiveness of system and process changes and recommend additional enhancements.
• Communicate project status, testing results, outstanding issues, implementation concerns, and operational impacts to management and project stakeholders.

Qualifications

• 3–5 years of experience in mortgage loan operations, Loan Setup, or a related mortgage operations function.
• 2–3 years of supervisory or management experience, preferably within a wholesale mortgage environment.
• Strong Encompass experience is required.
• Strong knowledge of mortgage Loan Setup processes, documentation requirements, workflow management, and applicable compliance requirements.
• Working knowledge of Desktop Underwriter (DU), FHA case assignment processes, and mortgage systems.
• Experience managing team performance, staffing, training, scheduling, and employee development.
• Experience managing or partnering with an offshore or third-party vendor is strongly preferred.
• Demonstrated ability to manage service levels, turn times, workload, staffing, and operational performance.
• Strong analytical, problem-solving, organizational, and decision-making skills.
• Excellent written and verbal communication skills.
• Strong leadership and interpersonal skills with the ability to effectively communicate with employees, management, vendors, Technology, and cross-functional business partners.
• Ability to manage competing priorities and make sound decisions in a fast-paced mortgage operations environment.

Ideal Candidate

The ideal candidate is a hands-on mortgage operations leader who understands the Loan Setup process from application through processing and can effectively balance people leadership, operational performance, quality control, vendor management, and process improvement.

Encompass experience is mandatory. Mortgage operations leadership experience in a wholesale environment is highly preferred.

Salary: $75,000- $90,000 DOE

Our Company theLender was created to make a difference. As a group of proven industry leaders who founded one of the largest and fastest growing Wholesale mortgage companies in the United States, we aim to change the stagnant landscape of Wholesale mortgage – one partnership, one loan, and one day at a time.