Assistant Manager, Mortgage Lending Member Experience

Redwood Credit Union is a not-for-profit financial institution that believes in people over profits. Our mission is to passionately serve the best interests of our Members, team members, and communities. Sticking to that vision has made us one of the most loved financial partners in the many communities we serve. In fact, RCU is the 8th largest credit union in California—and growing. Due to this growth, we recently completed construction on our new, 8-acre campus in Napa and are ready to welcome more than 500 valued team members!

Since 1950, Redwood Credit Union has been helping people reach their financial goals and dreams with a focus on helping others. That people-first approach holds true for our employees, too. Our work environment is built on service and trust. It's all possible with a leadership team committed to hiring talented people and helping them develop their careers.

If this sounds like a place you’d like to be, we’re eager to meet you!

Redwood Credit Union is looking for an Assistant Manager, Mortgage Lending Member Experience to join our team in our Napa Corporate office.

This role will work to develop, plan, direct, and organize the Member experience within the Mortgage Lending Department. Directly responsible for all activities pertaining to Member service, Loan Officer performance and workflows associated with loan production. Must have knowledge of the full spectrum of mortgage lending. Uses judgment and discretion in making decisions. Provides leadership for others in the area of mortgage lending.

• Regularly review pipelines with Loan Officer and Processor teams to ensure loans are expeditiously moving towards closing. 
• Provide guidance to staff on how to structure loans to meet the needs of the Members.
• Provide coaching and encouragement to staff on loan sales methods and cross sales techniques in order to increase production in both categories.
• Deliver weekly production performance updates to team members and management.
• Support management with the observation coaching process and activities.
• Research and resolve Member or employee concerns as identified.
• Ensure open communication between mortgage loan operations and loan officer team, providing feedback to MLD management.
• Serve as backup to Assistant Manager – Mortgage Lending Operations to support operations activities.
• Evaluate market trends to identify potential Member needs and implement outbound and inbound telemarketing campaigns to capture new mortgage loan business.
• Establish and coordinate team efforts and build consensus, thus creating a cooperative working environment in which everyone has the opportunity to be successful.
• Develop and utilize pipeline management system to expeditious loan turnaround times and ensure high quality member service.
• Recognize and propose changes in the workflow to maintain maximum efficiency and superior Member satisfaction.
• Provide exceptional service to all Members, volunteers, employees, and service providers.
• Train staff on the fundamentals of mortgage lending and the requirements to obtain a loan from RCU.
• Review, approve, deny, or make counter offers for loan applications up to established limits.

• Thorough knowledge of Internet-based loan origination software.
• Thorough knowledge of modern management techniques and practices
• Ability to analyze problems and opportunities, identify and evaluate alternatives, and develop sound, effective solutions.
• Thorough knowledge of real estate principles, practices, rules, and regulations.
• Extensive knowledge of all residential mortgage loan products offered by RCU.
• Knowledge of secondary market investor guidelines and compliance requirements.
• Ability to plan, implement, and evaluate the achievement of goals, objectives, and work plans.
• Ability to communicate effectively, both verbally and in writing.
• Ability to establish and maintain effective working relationships with a diverse group of people, including vendors and other Credit Union employees.

• Ability to maintain a valid California driver’s license.
• Ability to obtain and maintain registration with the National Mortgage Licensing System and Registry in compliance with the requirements of Federal Law, including the SAFE ACT and NCUA part 761.

• A combination of education and experience equivalent to diploma bachelor’s degree in business administration, finance or a closely related field, and seven (7) years' experience in mortgage lending within a financial institution, with at least four (4) years of that experience in the production environment. 

Base starting range: $108,000 to $130,000 annually, commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Redwood Credit Union offers a robust benefits package to our eligible employees including:

•  Competitive medical, dental, and vision insurance, mental health offerings

•  Employee performance incentive plan

• Salary Advancement– Merit increase based on performance

• 401(k) program with employer match

• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!

  RCU Discounts and Perks-

•  RCU employees are eligible for a .75% discount off RCU standard collateral auto loans

•  RCU employees are eligible for a 1% discount on all recreational or boat loan products

• 2% discount off Visas and LOC Loans through RCU

• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.

• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.

• 0% interest on garment, fitness, or home office equipment loan of up to $500

• 100% financing for employee purchased homes!

Why work for Redwood Credit Union?

•   Local financial institution, providing unparalleled service since 1950

• Recognized by Newsweek as one of "America's Best Credit Unions 2024"

• Top 5 Healthiest Credit Union in the USA, rated by Glatt Consulting

•  Voted Best Places to Work in the North Bay 19 years in a row

•   World-class employee engagement scores

•  Rated Superior in Service by more than 90% of Members, surveyed by SF Gate

•   Recognized by Forbes as one of “America’s Best Small Employers 2023"

Internal Team Members

If you are a current Team Member, please apply through the internal careers page located in RCUNET.

                                        We are an Equal Opportunity Employer

Salary : $108,000 - $130,000