Mortgage Support Manager

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement. 

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

The Business Support Manager plays a critical role in supporting Mortgage Loan Originators (MLOs), particularly those in Private Banking MLO roles, by identifying solutions to complex loan scenarios and resolving issues that hinder loan progression. This role acts as a
strategic resource and problem-solver to improve the MLO experience and client satisfaction, working cross-functionally with mortgage operation units, compliance, and other departments.

• Serve as a dedicated escalation and resolution point for MLOs facing challenges in structuring or progressing mortgage loans.
• Partner closely with Private Banking MLOs and seasoned originators to address high-touch or complex client needs.
• Troubleshoot issues related to loan eligibility, documentation, system errors, investor overlays, and guideline exceptions.
• Collaborate with underwriting, processing, closing and mortgage compliance teams to streamline workflows and remove bottlenecks.
• Develop and maintain a strong understanding of mortgage products, investor guidelines, and internal policies.
• Provide guidance on structuring unique or non-standard loan requests for high-networth clients.
• Monitor trends in issues or roadblocks to recommend systemic improvements or policy updates.
• Train and mentor newer MLOs on navigating internal processes and systems.
• Participate in new product rollouts, system enhancements, and process improvement initiatives as a liaison for the MLO voice.

• 5+ years of experience in residential mortgage lending, with deep knowledge of origination, and loan guidelines.
• Strong understanding of agency, non-agency, and jumbo loan products.
• Proven ability to solve problems creatively in a regulated environment.
• Experience supporting Private Banking or high-net-worth clients is strongly preferred.
• Exceptional communication and relationship-building skills.
• Ability to navigate internal systems and coordinate across departments.

Preferred:

• Experience in a support role for mortgage sales or operation teams.
• Knowledge of investor-specific guidelines and exception handling.
• Familiarity with Encompass loan origination systems.