Job Description:

Ent is Colorado’s largest credit union, leading a legacy of more than 60 years. Ent serves over 335,000 members. Ent is expanding across Colorado's Front Range and striving to improve the financial lives of over a million people. Our reputation is built on trust, integrity, innovation and exceptional customer service. We recognize our employees and our members are the reason for our success. We’ve been voted a “2019 Best Place to work” by The Denver Business Journal and “Best-In-State Credit Union” by Forbes. Become part of a growing organization that values teamwork, our people, our members and the communities we serve! Apply today, to advance your career and help members improve their financial quality of life. It’s an Ent thing!

Position Description:

This position is responsible for assisting the Department Manager in the administration and supervision of the Mortgage Loan Servicing Department and employees in the timely and accurate completion of all tasks and member request’s regarding their first mortgage loan (including, but not limited to, FNMA conforming products, CHFA, El Paso Bond program, FHA and VA), construction loans, land loans and employee loans. This individual will be responsible for day to day monitoring of the Mortgage Loan Servicing Staffs workload, monitoring and assigning tasks and member requests as necessary, assisting with training, participating on the management team, assisting with work priorities, implementing new requirements, streamlining workflows where possible, and member/staff complaint resolution.

Essential Duties and Responsibilities:

Mortgage Loan Servicing Operational Oversight:

• Address escalated member concerns.


• Provide support answering questions relating to guideline and regulatory interpretations.


• Liaison for escalated situations for internal and external members, and 3rd party vendors.


• Assist with daily frontline workload as necessary.


• Assessing and prioritizing the daily workload.


• Pipeline management.


• Staff scheduling.

Mortgage Loan Servicing Staff Alignment / Department Development:

• Coach and develop staff weekly.


• Address personnel issues / best practices as needed.


• Write and deliver performance evaluations.


• Assess and revise performance standards to align with strategic department goals / regulatory changes.


• Research, recommend, and implement approved process and/or procedural changes.


• Work on special projects as needed for revision of department standards (for example, researching various regulatory or investor guidelines, emerging industry standards / technology)


• Other duties as required

Minimum formal education required for this position:

Knowledge consistent with a Bachelor’s Degree in business, finance, or similar field of study

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa.  For example, a requirement of “Knowledge Consistent with a Bachelor’s Degree in Accounting and 2+ years’ of accounting experience” could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master’s Degree in Accounting and 0 years of work experience.  

Minimum work experience:

3+ years combined experience in mortgage loan processing, closing, or servicing.

2+ years supervisory or team leadership experience.

Technical or specialized knowledge/skills:

• Advanced conflict resolution and problem solving skills.


• Ability to lead by example and be a positive role model to others. Possess leadership abilities.


• Self-motivated.


• Ability to give oral presentations to a group.


• Ability to recognize needed improvements and take necessary steps to implement changes.


• Strong interpersonal communication skills. Ability to coach and mentor staff, providing support and direction.


• Able to train staff with clear and concise communication orally and in written form.


• Display positive, professional disposition/behavior.


• Extensive working knowledge of 1st mortgage products that may include Conventional, FHA, VA, construction, land and portfolio investment properties loans.


• Extensive knowledge of investor and lending regulatory guidelines.


• In depth understanding of the note and Deed of Trust and how they impact the servicing of the loan.


• Ability to analyze insurance claim adjuster reports, repair estimates, repair contracts, county requirements, and recognize potential red flags/fraud.


• Ability to analyze and problem solve to create positive outcomes for all interested parties. Able to make sound decisions in all aspects of the job.


• Organized, detail oriented, flexible and able to multi- task in an ever-changing environment.


• Ability to prioritize/manage workload and allocate resources.


• Initiative to meet and/or exceed job standards and willingness to take on other tasks that aren’t part of their regular job.


• Ability to work with peers in other departments for necessary crossover functions.


• Proficient with the Microsoft Office Suite (Word, Excel, Outlook).

Certifications required:

• None required.

Environmental, physical and psychological requirements:

• Must be able to sit or stand for prolonged periods of time in a climate controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, handling paper, currency, or coin, and operating a telephone.   Demands for visual and auditory acuity are typical of an office environment.  Must be able to interact via email, telephone, or in person with diplomacy, tact, and courtesy with all members under varying circumstances.  Must be able to lift up to 40 lbs.

Starting salary range-$56,888.00+

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