Director of Mortgage Operations - Laurel Road National Digital Bank - New Haven - job 1196815

Date: 09/12/2021

City: New Haven, Connecticut

Employment type: Full-time


855 Main St. - Bridgeport, Connecticut 06604

Treating members to financial peace of mind.

Laurel Road, a brand of KeyBank National Association, is a part of the rapidly expanding fintech space, providing members with online banking and lending solutions to build a bright financial future. With award-winning service, and over $7 billion in funded loans, and online lending products in all 50 states plus Washington D.C., Laurel Road's expanded services include mortgages, student loan refinancing, personal loans, and new savings and credit products, with a special dedication to serving the healthcare community.

With the launch of Laurel Road for Doctors, a new suite of products and services for doctors, we've expanded our commitment to treating doctors to financial peace of mind. From physician mortgages to new savings and credit products that help them pay down med school loans, we believe those serving other deserve the same level of care from their bank.

Join us.

Join this dedicated, fast-growing mortgage team, where innovative technology, tailored products, and a commitment to premium service are giving our members the seamless experience, savings, convenience, and peace of mind they need to reach their financial goals.

The Director of Laurel Road Mortgage Operations is responsible for the management and oversight of the end to end mortgage origination process, including application intake, document review, underwriting, loan processing, closing, funding, and post-closing. This position is directly responsible for ensuring the timely, accurate, compliant processing and closing of all loans and the overall experience of our customers through the originations and closing process. This position also works in partnership with the Sales Manager, QA/QC manager, servicing manager, and other areas as appropriate to support mortgage business growth.

This position also works in partnership with the Sales, Manager, QA/QC manager, servicing manager, and other areas as appropriate (marketing, capital markets, accounting) in support of the growth of the mortgage business.

Responsibilities include, but are not limited to:

  • Manages the following departments: application intake, document review, underwriting, loan processing, closing, funding, and post-closing, including customer contact and efficient pipeline management.

  • Adheres to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements, and policies

  • Achieves/maintains productivity in each department that is acceptable to our internal and external customers.

  • Manages staffing and budgeting of all managed departments with the input of the key stakeholders, including marketing and finance

  • Holds the team accountable for outstanding customer service to internal and external customers

  • Responds quickly and precisely to any Agency, QC, Investor or other department request or reports as it relates to operations.

  • Maintains less than 5% error rate on QC reports

  • Creates and implements an action plan and a feedback loop for continuous improvement

  • Develops productivity and quality standards; measures results continuously and delivers mentoring to team members through qualitative and quantitative feedback

  • Serve as the first line of defense to prevent and/or resolve customer issues.

  • Seeks and implements system and process enhancements to increase productivity or quality

  • Collaborate with MLO Manager/MLOs to deliver industry leading sales and service end-to-end

  • Works closely with cross functional teams to meet business objectives

  • Works with the reporting and analytics team to develop productivity and quality scorecards for each department.

  • Reviews escalated issues in a timely manner



  • Minimum requirement is a High School Diploma or GED plus equivalent work experience; Bachelor's degree is preferred

Experience & Required Skills:

  • 10 years of full-time mortgage originations experience required.

  • 5 years of full-time mortgage operations and people management required

  • Familiarity with Agency and investor programs and guidelines

  • Familiarity with Encompass and/or Empower preferred

  • Self-starter: ability to work independently; imitate and drive projects from concept to completion.

  • Dedicated to quality customer service, with proactive response to stakeholder needs

  • Experience with mortgage processing within a highly digital customer and employee operating model.

  • Ability to troubleshoot and solve problems; strong attention to detail

  • Exhibit effective workforce management skills

  • Effectively utilizes each team member to accomplish functional objectives and premium customer care.

  • Provide direct and concise performance management or termination as necessary

  • Ability to work collaboratively and supportively with management to achieve business objectives.

  • Effective use of PC software applications including MS Office Word, Excel, Outlook, PowerPoint

  • The ability to provide exemplary written and verbal communication is critical for this position

  • Ability and willingness to work on multiple projects at the same time

  • Positive attitude and ability to multi-task

  • Provide training and guidance for all departments

This position would ideally be located located in the Bridgeport, CT office for Laurel Road but it may be located at any Key Bank location OR be a "Work From Home" arrangement IF the selected candidate does not reside in a city in which there is a Laurel Road or Key Bank location.


This position is eligible to earn a base salary in the range of $100,000 to $140,000 annually depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click here for a list of benefits for which this position is eligible.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing

How to apply:

This job is expired.