Branch Operations Manager

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Branch Operations Manager is responsible for supporting a high‑producing origination team. This role serves as a technical resource, escalation point of contact, and operational strategist rather than a traditional processing manager. The Branch Operations Manager ensures loans progress efficiently from application through closing, with particular attention to complex scenarios that require advanced judgment and underwriting‑level insight. This role supports loan officers by optimizing execution, resolving issues, and helping accelerate timelines throughout the lending process.

Job Responsibilities:

• Support loan processors by assisting with complex or non‑standard loan scenarios.
• Structure loan files that fall outside standard guidelines in alignment with CCM policies.
• Identify issues in stalled loan files and develop effective solutions.
• Review appraisal reports and prepare rebuttal requests when appropriate.
• Communicate with appraisal management companies (AMCs) and appraisers to obtain required information and resolve appraisal‑related issues.
• Monitor the loan pipeline to identify potential risks, delays, or issues that may impact file progress.
• Coordinate internal escalation paths to ensure timely resolution of pipeline‑related concerns.
• Identify process inefficiencies and recommend improvements to enhance workflow effectiveness.
• Develop checklists, reference materials, and operational tools to support consistent and efficient loan processing.
• Address operational tasks and file‑related issues that were previously managed by loan officers.
• Support workflow efficiency by enabling loan officers to focus on revenue‑generating activities.

Qualifications and Skills:

• 7+ years of experience in the mortgage industry.
• 3+ years of experience with Non‑QM loan products, preferred.
• Experience with Non‑QM lending, including DSCR, bank‑statement, mixed‑use, portfolio, or investment loan products.
• Experience with New York–specific lending nuances, including co‑op and condominium structures, New York title and attorney‑state practices, CEMA transactions and mortgage tax considerations, insurance and closing requirements unique to the state, and property types common in New York City and surrounding markets.
• Experience in underwriting or a senior processing role, preferred.
• LOS experience (Encompass or similar), preferred.
• Knowledge of technical underwriting principles across a variety of loan products and scenarios.
• Familiarity with New York lending regulations and requirements.
• Comfortable influencing outcomes with underwriters, closing departments, and internal stakeholders.
• Skilled at structuring complex loan scenarios and resolving underwriting issues independently.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.