Mortgage Support Manager

Business Support Manager

The Business Support Manager plays a critical role in supporting Mortgage Loan Originators (MLOs), particularly those in Private Banking MLO roles, by identifying solutions to complex loan scenarios and resolving issues that hinder loan progression. This role acts as a strategic resource and problem-solver to improve the MLO experience and client satisfaction, working cross-functionally with mortgage operation units, compliance, and other departments.

Responsibilities include:

• Serving as a dedicated escalation and resolution point for MLOs facing challenges in structuring or progressing mortgage loans.
• Partnering closely with Private Banking MLOs and seasoned originators to address high-touch or complex client needs.
• Troubleshooting issues related to loan eligibility, documentation, system errors, investor overlays, and guideline exceptions.
• Collaborating with underwriting, processing, closing, and mortgage compliance teams to streamline workflows and remove bottlenecks.
• Developing and maintaining a strong understanding of mortgage products, investor guidelines, and internal policies.
• Providing guidance on structuring unique or non-standard loan requests for high-net-worth clients.
• Monitoring trends in issues or roadblocks to recommend systemic improvements or policy updates.
• Training and mentoring newer MLOs on navigating internal processes and systems.
• Participating in new product rollouts, system enhancements, and process improvement initiatives as a liaison for the MLO voice.

Qualifications include:

• 5+ years of experience in residential mortgage lending, with deep knowledge of origination, and loan guidelines.
• Strong understanding of agency, non-agency, and jumbo loan products.
• Proven ability to solve problems creatively in a regulated environment.
• Experience supporting Private Banking or high-net-worth clients is strongly preferred.
• Exceptional communication and relationship-building skills.
• Ability to navigate internal systems and coordinate across departments.

Preferred:

• Experience in a support role for mortgage sales or operation teams.
• Knowledge of investor-specific guidelines and exception handling.
• Familiarity with Encompass loan origination systems.

Compensation:

The base pay range for this position is USD $95,000.00/Yr. - USD $120,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.