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LOS Production Support Supervisor in Fort Worth, TX at Colonial Savings

Date Posted: 11/28/2018

Job Snapshot

Job Description

Company:  Colonial Savings

Job Title: LOS Production Support Supervisor 

City: Fort Worth State: Texas        


LOS Production Support Supervisor


Job Description

The Loan Origination System (LOS) Production Support Supervisor is responsible for leading the production support efforts associated with the ELC Loan Origination System. These efforts include; prioritizing and coordinating the activities of the team to troubleshoot and triage issues, engaging with the LOS vendor to review releases and assess impacts, and collaborating and communicating with all stakeholder groups across Colonial companies. This individual is expected to provide exceptional customer service to our internal customers, oversee end user support and maintenance of our LOS and ensuring that it is aligned with our strategic vision


  • Supervision of exempt/non-exempt personnel, daily performance management and reviews
  • Lead, coordinate and prioritize the daily activities of the LOS production support team
  • Support troubleshooting as needed for loan-level to system-level issues
  • Manage assigned LOS support requests and escalations across key areas as appropriate to ensure timely resolution
  • Educate direct staff and provide support for additional training initiatives across other functional areas that are impacted by the LOS
  • Define internal service level agreements, policies and procedures and document applicable process and/or technical steps
  • Develop and monitor production support metrics to ensure delivery of exceptional customer service
  • Provide regular status reports to management on application status and other identified metrics
  • Promptly report and escalate critical system upgrades and outages
  • Manage vendors to an SLA through execution of critical defects, releases or other appropriate escalations
  • Engage with ELC vendor and Colonial IT personnel to discuss functional releases, analyze impacts and define release strategy
  • Facilitate meetings with all levels of personnel; direct reports, managers, stakeholders, vendors, and Executive leadership to discuss production support activities
  • Convey and champion Business Architecture and Colonial strategic direction
  • Track and communicate progress, issues, risks, timeline, cost impacts and other relevant information to management and stakeholder groups as necessary
  • Additional duties as assigned by VP Business Architecture


Job Requirements

  • 5+ years' of mortgage experience strongly preferred
  • 5+ years' experience working with a Loan Origination System strongly preferred
  • 2+ years' of production support experience required
  • Working knowledge of mortgage industry compliance regulations (i.e TRID, RESPA)
  • Familiarity with a mix of loan products (FHA/VA/FNMA/FHLMC/USDA)
  • Understanding of Retail, Direct Lending, Correspondent mortgage lending a plus
  • Experience with Mortgage Cadence Enterprise Lending Center (ELC) preferred
  • Excellent written, verbal and interpersonal communication skills essential
  • Strong attention to detail, and ability to efficiently and consistently produce accurate quality work
  • Capable of multi tasking and prioritizing work in a fast-paced environment with high transaction volume and tight deadlines
  • Commitment to quality customer service necessary
  • Outstanding problem solving and independent judgement skills required
  • Desire to lead others and demonstrated ability to work independently and as part of a team




This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer



Colonial is a national provider of banking, home loans and insurance. Founded in 1952, the company has $1 Billion in assets and is privately held by choice to ensure our focus remains on our customers and not the expectations of Wall Street. Colonial is rated “Five Stars – Highly Recommended” as one of the strongest financial institutions in the country by Bauer Financial, a leading analyst, and has earned Fannie Mae’s Four STAR award for customer service and foreclosure prevention, as well as the highest achieving STAR Performer for best practices in General Servicing, Collections/Loss Mitigation and Neighborhood Stabilization in 2014.


Member FDIC | Equal Housing Lender | NMLS ID 401285