Position Overview
The Vice President of Mortgage Production has end-to-end ownership of CapCenter's direct-to-consumer lending operation, leading all functions from initial customer engagement through loan closing. This role oversees loan consultants, processing, underwriting, and closing consultants—ensuring seamless coordination across teams to deliver exceptional borrower experiences, industry-leading cycle times, and consistent volume growth.
Key Responsibilities
End-to-End Production Ownership
- Own all production KPIs: funded volume, pull-through rates, cycle time, cost per loan, and customer satisfaction
- Ensure smooth handoffs and coordination between loan consultants, processors, underwriters, and closing consultants
- Identify and eliminate bottlenecks across the entire loan lifecycle
- Balance capacity across functions to match pipeline demand and prevent backlogs
Loan Consultant Leadership
- Oversee the team responsible for converting inbound leads into qualified applications
- Develop consultative sales processes aligned with CapCenter's direct-to-consumer model
- Establish conversion benchmarks, call quality standards, and performance accountability
- Drive coaching and development programs that improve close rates and customer experience
Processing and Closing Management
- Oversee closing consultants responsible for final borrower communication and document coordination
- Lead processing and underwriting teams to meet quality and turn-time standards
- Ensure consistent application of investor guidelines and agency requirements
- Monitor condition quality, revision rates, and first-submission approval rates
- Partner with leadership on underwriting policy decisions and guideline interpretation
Operational Excellence & Technology
- Champion process improvements, automation, and technology adoption across all production
- Partner with IT and vendors on Encompass optimization and workflow enhancements
- Leverage data and reporting to identify trends, diagnose issues, and drive continuous improvement
- Support AI and automation initiatives that increase efficiency without sacrificing quality
Marketing & Capacity Planning
- Collaborate with marketing on lead flow forecasting and alignment with production capacity
- Provide feedback on lead quality and channel performance to optimize acquisition spend
- Develop staffing models and capacity plans based on volume projections and seasonal trends
Strategic Leadership
- Develop and manage production budgets across all functions
- Report to executive leadership on production performance, trends, and strategic opportunities
- Represent production in cross-functional decisions affecting the borrower journey
- Evaluate new products, process changes, or technology investments from a production feasibility perspective
Compliance & Quality Control
- Ensure all production activities meet federal and state regulatory requirements
- Partner with compliance and QC on audit findings, loan file quality, and fair lending
- Maintain appropriate controls around disclosures, documentation standards, and investor guidelines
Qualifications
Required
- 12+ years in mortgage lending with progressive leadership across multiple functions
- Direct management experience in at least two of: sales/origination, processing, underwriting, or closing
- Proven success in a direct-to-consumer, centralized, or call center lending environment
- Deep knowledge of conventional and government loan programs and AUS systems (DU, LPA, FHA TOTAL, VA)
- Strong understanding of investor guidelines and secondary market requirements
- Experience with Encompass or similar LOS platforms
- Data-driven, metrics-focused leadership style
- Active NMLS license
Preferred
- Experience leading full production operations (sales through closing) in a single role
- Background in process improvement, lean operations, or Six Sigma methodologies
- Familiarity with AI/automation applications in mortgage lending
- Track record of significant cycle time reduction or pull-through improvement
