Mortgage and Business Services Manager

Job Description

Job Description

At Ashland Credit Union (ACU), we look for people who are ready to Own Their Journey! Whether you are just beginning your career or looking to achieve more along your professional journey, ACU is a great place to get you on the path that best serves you and our members. If you have a passion to serve, a desire to work in a fast-paced environment and are willing to bring enthusiasm to work with you each day, then you may just find that ACU is the right fit for you.

Do you have a desire to reach higher and empower those around you? Then your journey brought you to the right place and we would like to meet you.

Life is a journey…Own it!

About Us :

Ashland Credit Union is a non-profit and member-owned credit union that has been providing exceptional service to members for over 80 years. Continued growth and adaptability are what has allowed ACU to always be a trustworthy answer for staff and members along whatever journey in life they are on. At Ashland Credit Union, we embolden our members to achieve their financial goals. Along life's journey, it is our mission that staff, members, and the community we serve can count on ACU for guidance as they strive to achieve more in life.

Position Summary :

ACU has an exciting opportunity for a Mortgage and Business Service Manager to join our Mortgage Department in Ashland, KY.

Job Responsibilities :

Lead Department Operations & Member Experience

Provide strategic and day-to-day leadership for the Mortgage and Business Services departments, ensuring members receive exceptional service and support for both transactional needs and long-term financial wellness. Oversee consistency in member interactions and ensure effective use of omnichannel tools to enhance the member experience.

Data Analysis & Strategic Insights

Develop and analyze departmental and industry reports to identify trends. Use insights to drive initiatives that reduce risk, improve service delivery, and enhance profitability.

Product Expertise & Development

Serve as the subject matter expert for ACU’s mortgage and business loan products. Proactively research, recommend, and implement enhancements to product offerings that align with member needs and support ACU’s competitive market position and growth objectives.

Portfolio Oversight & Risk Management

Ensure timely reviews of ACU’s member business loan portfolio in accordance with policy guidelines. Monitor portfolio performance and maintain clear communication regarding status, risks, and opportunities.

Vendor & Third-Party Relationship Management

Oversee and manage relationships with third-party providers of mortgage and business services, ensuring service quality, compliance, and alignment with ACU’s strategic goals.

Team Leadership & Talent Development

Lead all aspects of employee engagement for direct reports, including hiring, onboarding, training, performance management, coaching, recognition, development, and fostering work-life balance. Create a culture of accountability, growth, and collaboration.

Policy & Compliance Leadership

Develop, maintain, and enforce mortgage and business lending policies and procedures. Ensure compliance with all applicable federal and state regulations and support staff training and adherence.

Financial Performance Management

Regularly analyze departmental profitability and performance. Adjust strategies, processes, and team behaviors as needed to align with the financial goals established by senior leadership and the Board of Directors.

Community Engagement & Brand Advocacy

Represent ACU in the community by participating in events, volunteer efforts, and outreach initiatives that support our members and reflect ACU’s values and mission.

Other Duties as Assigned

Perform additional responsibilities and special projects as requested by the President, Executive Vice President, or Chief Experience Officer

Education & Experience Requirements :

Bachelor’s Degree Preferred

Experience in the financial services industry retail environment; minimum 5 years

Experience in Real Estate Lending; minimum 2 years

Proficient knowledge of mortgage and business lending

Understanding of compliance regulations as they apply to mortgage loans and business / commercial loans.

Ability to collaborate with other managers and work to create balanced processes that satisfy the interests of both parties.

Strong analytical skills and attention to detail

Required Skills & Abilities :

Ability to work Monday thru Friday 8am to 5pm EST

Ashland Credit Union is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are committed to diversity and inclusion in the workplace and do not discriminate on the basis of race, sex, age, handicap, religion, natural origin or any other basis of protected class or where prohibited by law.