Director of Underwriting & Mortgage Operations

Position Overview Mortgage Markets CUSO is seeking an experienced, forward-thinking Director of Mortgage Underwriting & Operations to lead our underwriting and mortgage operations while helping drive the next generation of technology and workflow automation across our organization. This is a hands-on leadership position for an individual with extensive mortgage underwriting experience, advanced knowledge of ICE Encompass, and a strong understanding of how artificial intelligence and automation can improve the mortgage lending process. The ideal candidate is not simply an experienced underwriter or operations manager. We are looking for someone who can combine sound credit judgment with technology, innovation, and operational efficiency to help MMCUSO scale its mortgage platform and better serve our credit union partners.

Key Responsibilities

Mortgage Underwriting & Credit Risk

• Serve as a hands-on senior mortgage underwriter, reviewing and approving conventional, conforming, and portfolio mortgage loans within delegated authority.
• Maintain extensive knowledge of Fannie Mae, Freddie Mac, and credit union-specific underwriting guidelines.
• Review complex borrower income, assets, credit, collateral, and overall risk profiles.
• Ensure underwriting decisions meet investor, regulatory, and internal credit policy requirements.
• Work directly with loan officers and processors to resolve underwriting conditions and expedite loan approvals.
• Establish consistent underwriting standards, quality controls, and turnaround expectations.
• Support investor reviews, quality control audits, and regulatory examinations.

Encompass LOS Expertise & Optimization

• Serve as MMCUSO's primary internal expert on ICE Encompass.
• Possess advanced hands-on knowledge of Encompass administration, configuration, business rules, custom fields, milestones, templates, and workflow management.
• Evaluate existing Encompass processes and identify opportunities to eliminate manual tasks and improve productivity.
• Design and implement automated workflows, alerts, task assignments, and pipeline management tools.
• Understand Encompass APIs, third-party integrations, and opportunities to connect emerging mortgage technology solutions.
• Work with technology vendors to implement system improvements and troubleshoot operational issues.
• Develop reporting and dashboards to measure underwriting productivity, pipeline performance, and operational efficiency.

Artificial Intelligence & Workflow Automation

• Lead the identification, evaluation, and implementation of AI-powered solutions throughout the mortgage fulfillment process.
• Explore automated document collection, classification, data extraction, and underwriting preparation tools.
• Develop workflows to identify missing documentation, incomplete applications, and stalled loan files.
• Implement technology that reduces repetitive manual work for loan officers, loan officer assistants, processors, and closers.
• Evaluate AI solutions that integrate with Encompass and other existing mortgage technology platforms.
• Work toward a more automated, streamlined mortgage process while maintaining appropriate human oversight, data security, and regulatory compliance.
• Establish measurable goals for reducing processing times, improving loan quality, and increasing overall productivity.

Mortgage Operations & Fulfillment Leadership

• Oversee day-to-day mortgage fulfillment operations, including processing, underwriting, closing, and funding.
• Provide leadership, guidance, and accountability to mortgage operations personnel.
• Establish an efficient, assembly-line workflow with clearly defined responsibilities and handoffs.
• Identify bottlenecks and implement improvements to reduce overall loan cycle times.
• Ensure loans move efficiently from application through closing while maintaining a high level of service.
• Coordinate with production leadership to improve communication, pipeline visibility, and loan delivery.
• Support the onboarding of new credit union partners and ensure operations can scale as mortgage volume increases.
• Monitor operational performance, staff productivity, quality, and service levels.

Required Qualifications

• Minimum 7–10 years of residential mortgage underwriting experience.
• Strong knowledge of conventional mortgage underwriting, including Fannie Mae and Freddie Mac guidelines.
• Advanced ICE Encompass experience is required. Candidates must demonstrate more than basic loan origination system usage.
• Experience with Encompass configuration, workflow development, business rules, and system optimization.
• Previous mortgage operations management or supervisory experience.
• Strong understanding of the complete mortgage lifecycle, from application through closing and funding.
• Demonstrated ability to identify inefficiencies and implement operational improvements.
• Familiarity with AI, automation technologies, mortgage APIs, and third-party system integrations.
• Excellent analytical, organizational, communication, and leadership skills.
• Ability and willingness to personally underwrite mortgage loans while leading operational improvements.

Preferred Qualifications

• Experience as an Encompass system administrator or advanced Encompass configuration specialist.
• Experience implementing AI-assisted mortgage workflows or automated document processing.
• Background in credit union mortgage lending, correspondent lending, or mortgage CUSO operations.
• Experience with portfolio mortgage products and secondary market delivery.
• Familiarity with Freddie Mac Loan Product Advisor and Fannie Mae Desktop Underwriter.
• Demonstrated success improving mortgage loan turnaround times and operational efficiency.

What Success Looks Like The successful candidate will play a critical role in helping MMCUSO achieve the following objectives:

• Faster Loan Decisions: Reduce underwriting turnaround times while maintaining sound credit quality.
• Smarter Workflows: Maximize Encompass capabilities and eliminate unnecessary manual processes.
• AI Integration: Introduce practical AI solutions that improve document management, workflow automation, and operational productivity.
• Operational Efficiency: Establish a streamlined mortgage fulfillment process with clear accountability and consistent execution.
• Scalable Growth: Build an operational platform capable of supporting additional credit union partners and increased loan production without proportionate staffing increases.
• Exceptional Service: Deliver a consistent, responsive, and high-quality mortgage experience for credit union partners and their members.

Why Join Mortgage Markets CUSO? Mortgage Markets CUSO is a credit union-owned mortgage organization focused on delivering innovative mortgage solutions to credit unions and their members. We believe the future of mortgage lending combines experienced professionals, smart technology, and a commitment to personal service. This position offers a unique opportunity to take ownership of underwriting and fulfillment operations while helping shape the technology, automation, and processes that will support MMCUSO's continued growth.

• We are not looking for someone to simply manage the way mortgages have always been done. We are looking for someone who can help us build a better way to do them.

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