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Manager - Mortgage Operations- Remote Mesa/Phoenix, AZ
*Fully Remote position for Mesa/Phoenix, AZ residents ONLY! *
Summary:
The Manager will be responsible for the day-to-day management of U.S. residential mortgage operations across two site locations (Plano, TX and Mesa, AZ), leading a blended team of in-office and remote/work-from-home employees. This role requires strong, hands-on working knowledge of the full mortgage origination lifecycle - Processing, Underwriting, and Closing - along with excellent client relationship management and people management skills. The Manager will drive daily production, quality, and turnaround-time targets while ensuring a positive, engaged, and high-performing team environment.
Key Responsibilities:
Operational Management
• Manage the daily operations of Processing, Underwriting, and Closing teams across the Plano, TX and Mesa, AZ locations.
• Monitor daily/weekly production volumes, pipeline aging, turnaround times (TAT), and quality metrics; take corrective action where targets are at risk.
• Ensure consistent workflow and process adherence across in-office and remote/WFH staff.
• Review and resolve complex or escalated loan files requiring managerial sign-off or guidance.
• Ensure compliance with applicable U.S. mortgage regulations and investor/agency guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA).
• Coordinate with QC and Compliance teams on audits, error trends, and corrective action plans.
• Identify and implement process improvements to increase efficiency and reduce turnaround times.
People Management
• Directly supervise Processors, Underwriters, and Closers across both locations and remote staff.
• Manage day-to-day scheduling, attendance, and workload distribution to ensure adequate coverage across sites and shifts.
• Conduct regular one-on-ones, team huddles, and performance check-ins with both in-office and remote employees.
• Support recruitment, onboarding, and training of new team members.
• Conduct performance evaluations, provide coaching/feedback, and manage performance improvement plans as needed.
• Foster team engagement, morale, and a collaborative culture across dispersed/hybrid teams.
• Escalate employee relations matters to HR/senior management as appropriate.
Client & Stakeholder Management
• Act as a key point of contact for day-to-day client communication regarding loan status, volume, and service issues.
• Participate in client calls and business reviews, providing updates on team performance, TAT, and quality.
• Build strong working relationships with clients, vendors, and internal departments (Sales, IT, Compliance, HR).
• Manage and resolve client escalations promptly and professionally, looping in senior leadership when required.
Reporting
• Prepare and maintain daily/weekly reports on production, quality, TAT, and staffing for review by senior management.
• Track team KPIs and provide regular performance updates to the General Manager/senior leadership.
Required Qualifications & Experience:
• Bachelor's degree in Business, Finance, or related field preferred.
• 10+ years of experience in U.S. residential mortgage operations, including at least 2-3 years in a team lead or managerial role.
• Strong hands-on knowledge of Loan Processing, Underwriting, and Closing - conventional, FHA, VA, and/or USDA loan types preferred.
• Working knowledge of U.S. mortgage regulatory requirements (TRID, RESPA, ECOA, Fair Lending) and investor/agency guidelines.
• Experience managing teams that include both in-office and remote/work-from-home employees.
• Demonstrated experience in client-facing roles, including handling escalations and status reviews.
• Strong communication, organization, and problem-solving skills.
• Proficiency with LOS platforms (e.g., Encompass, Calyx, Byte) and MS Office/reporting tools.
• Willingness and ability to travel between Plano, TX and Mesa, AZ as required.
Key Competencies
• Working knowledge of mortgage origination: Processing, Underwriting, Closing
• People management across hybrid/distributed teams
• Client relationship management and issue resolution
• Process orientation and attention to detail
• Compliance and risk awareness
• Coaching, feedback, and team development
• Time management and prioritization under deadline pressure
Work Environment
This is a hybrid leadership role requiring regular presence at both the Plano, TX and Mesa, AZ offices, along with oversight of remote/work-from-home team members.
The role may require flexibility in working hours to align with team coverage and client time zones, as well as periodic travel between sites.
Salary and Other Compensation:
Applications will be accepted until August 7, 2026.
The annual salary for this position is between $80,000 - $115,000 depending on experience and other
qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and
subject to the terms of Cognizant's applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting.
Cognizant reserves the right to modify this information at any time, subject to applicable law.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
Cog2026
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.