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Full-time
high school, bachelor degree
Medical Insurance, Dental Insurance, Vision Insurance, 401(k) Company Matching, Tuition Reimbursement, Vacation Time
Posted 29d ago
Apply by Jul 7
~40 hrs/week
Responsibilities
Oversee daily operations of centralized services and disclosure teams, focusing on workflow management and process development. Responsible for monitoring production metrics, ensuring regulatory compliance, and managing a team of universal agents, leads, and supervisors.
Requirements
Requires a high school diploma and at least 7 years of mortgage operations experience, including 5 years in a management role. A bachelor's degree and expert knowledge of federal and state regulatory policies are highly preferred.
Full job description
MANAGER UNIVERSAL AGENT MORTGAGE SUPPORT
WHAT IS THE OPPORTUNITY?
The Manager Universal Agent Mortgage Support Manager is responsible for overseeing the daily operations and execution of the centralized services and disclosure teams. The Mortgage Support Manager also functions as a key contributor in work flow management, process development, policy and procedure ownership, monitoring work flows, pipeline, and queue management to ensure all tasks are completed timely as well as providing an analysis of data and findings regarding loan activities to senior management. The Mortgage Support Manager also reviews system and process work flows to identify and recommend operational efficiencies.
WHAT WILL YOU DO?
Analysis and reporting of department production and quality results. Provides daily, weekly, and monthly reporting on all loan activities to the Mortgage Fulfillment Manager
Establish process enhancements where required and provide continuous training to colleagues
Manager, monitor and measure the performance of queues and processes
Effectively monitor queue performance, identify patterns and trends causing issues and work towards business solutions
Maintain scalability and growth of various operational processes through automation
Work cross
Stays up
Develop and maintain a strong working relationship with other departments
Ensure all loans are worked in accordance with all applicable laws, regulations, and guidelines
Support, recommend, and implement technology initiatives
Tracking and monitoring of all departmental production and quality metrics, including SLA adherence, # of tasks completed daily, weekly, & monthly
Responsible for hiring, training, retaining, developing, counseling, and terminating colleagues
Manage the universal agent team including line level colleagues, leads and supervisors (Processing, Closing, Disclosures)
Other duties as/or assigned by management
WHAT DO YOU NEED TO SUCCEED?
Required Qualifications
H.S. Diploma
Minimum 7 years of mortgage operations experience, with a deep understanding of processing, disclosures, and support functions
Minimum 5 years of mortgage operations management experience
Additional Qualifications
Bachelor's Degree highly preferred.
Expert knowledge and familiarity with federal/state regulatory policies and procedures.
Ability to analyze and evaluate information from a variety of sources with excellent attention to detail.
Ability to manage risk while ensuring optimal value and outcomes are achieved.
Strong analytic, interpersonal, and verbal and written communication skills.
Detail oriented and goal driven.
Ability to maintain high levels of performance, especially in stressful situations.
Excellent organizational skills.
Proven ability to lead, coach, and mentor.
Strong PC skills.
WHAT'S IN IT FOR YOU?
Compensation
Starting base salary: $87,027 - $138,965 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:
Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
Generous 401(k) company matching contribution
Career Development through Tuition Reimbursement and other internal upskilling and training resources
Valued Time Away benefits including vacation, sick and volunteer time
Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
Career Mobility support from a dedicated recruitment team
Colleague Resource Groups to support networking and community engagement
Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.
City National Bank Member FDIC. A subsidiary of Royal Bank of Canada.
Industry
Banking
Company size
1,001-5,000 employees
Founded
1954
Headquarters
Los Angeles, CA
LinkedIn followers
73,707
City National Bank, a subsidiary of Royal Bank of Canada, is the largest bank headquartered in Los Angeles with $93 billion in assets as of July 31, 2025. Founded in 1954, City National provides personalized banking, investment and trust services in select markets including Los Angeles, Orange County, San Diego, the San Francisco Bay Area, New York City, Nashville, Atlanta, Delaware, Las Vegas, Washington D.C. and Miami.* In addition, the company and its investment affiliates manage or administer $106 billion in client investment assets. City National is dedicated to strengthening communities, and in 2024 alone, the company made charitable contributions of nearly $10 million in charitable contributions to nonprofits that support the communities it serves.
*City National Bank does business in Miami and the state of Florida as CN Bank.
Offices: 555 South Flower St., Los Angeles, CA 90071, US
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