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Manager, Equity Processing & Closing

Location: FL Pensacola - GPO Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description

Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine IND123
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To plan, manage and direct the operations of the Equity Lending branch, which includes loan origination through funding. Ensure excellent member service, maximize operational efficiency and minimize risk and losses to NFCU. Develop performance standards relating to productivity and quality, and assist with establishing long and short-term goals and priorities. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Serve as subject matter expert regarding business unit functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans. Act as AVP in the incumbent’s absence.


•    Develop branch strategy, establish priorities and set goals; evaluate and implement standards to ensure alignment with department/organizational objectives 
•    Manage and direct operations to ensure production goals, service level agreements and corporate objectives are met 
•    Conduct benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency 
•    Identify and resolve operational and performance gaps and obstacles; implement changes and improvements 
•    Investigate escalated member inquiries/complaints and take appropriate action
•    Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
•    Develop and implement new/updated policies and procedures for the branch as necessitated by demands, changing conditions, volume and/or management request
•    Organize and promote a work environment that emphasizes member service, creativity, quality, productivity,  partnership and employee engagement
•    Oversee the development of training programs for staff; evaluate training programs to ascertain effectiveness 
•    Collaborate with Procurement and Information Security, vendors, and potential vendors to introduce and maintain vendor relationships; monitor the performance of vendors and closing agents to ensure quality member service and accuracy of fees
•    Monitor equity lending trends and recommend changes in features of equity lending products
•    Oversee the completion, evaluation, and submission of reports to senior management 
•    Collaborate with the General Counsel to ensure that NFCU equity loan forms and related documents are in compliance with federal and state laws, rules and regulations
•    Assist with developing NFCU marketing strategy for equity loan programs 
•    Maintain thorough knowledge of NFCU equity loan products, services, processes, and documentation requirements 
•    Serve as change agent to champion innovation in operations, business processes and procedures 
•    Collaborate with other business units to analyze and improve procedures and resolve problems to ensure high quality member service 
•    Remain alert to threats to loan security, fraudulent applications, and other questionable practices that may negatively impact the integrity of the loan portfolio
•    Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations (e.g., RESPA, TIL, ECOA), NFCU, NCUA and CFPB policies and procedures
•    Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
•    Perform supervisory/managerial responsibilities
o    Ensure adequate/skilled staffing; select employees
o    Establish performance goals and priorities
o    Prepare, conduct and review performance appraisals
o    Develop, mentor and counsel staff
o    Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
o    Ensure section/branch goals and objectives align with division/department strategy
o    Ensure efficiency of operations
o    Leadership Level – Supervise daily activities
•    Perform other duties as assigned


•    Bachelor’s degree in Accounting, Finance, Business Administration, or related field or an equivalent combination of education, training, and experience 
•    Expert knowledge of applicable federal and state laws, rules and regulations 
•    Expert knowledge of mortgage and/or equity loan products, services, processes and procedures
•    Extensive progressively responsible experience leading and managing a multi-functional mortgage and/or processing/closing operation, preferably in a large financial institution
•    Expert knowledge of financial industry trends, lending practices, products, services, and technology
•    Expert knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling 
•    Expert skill interpreting and applying applicable federal and state laws, rules and regulations 
•    Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships 
•    Expert skill presenting findings, conclusions, alternatives and information clearly and concisely 
•    Expert skill exercising initiative and using good judgment to make sound decisions 
•    Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
•    Expert oral and written communication skills 
•    Advanced database, word processing, spreadsheet, and presentation software skills 
•    Expert skill maintaining composure in a high production and changing environment
•    Expert skill building effective relationships through rapport, trust, diplomacy and tact 
•    Expert skill in producing desired results and achieving goals and objectives 
•    Extensive experience supervising and leading employees 
•    Extensive experience in change management 
•    Expert organizational, planning and time management skills
•    Expert critical thinking, analytical, and problem-solving skills
•    Desired –  Master’s degree in Accounting, Finance, Business Administration
•    Desired –  Advanced knowledge of NFCU products, services, programs, policies and procedures
•    Desired –  Advanced knowledge of NFCU automated systems and related vendor computer systems

Monday-Friday, 8:00AM-4:30PM

Equal Employment Opportunity


Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability