Job Description

Position Overview:
The Processing Manager is responsible for leading a team of 10-15 Jr. Processors and Processors to achieve daily, weekly, and monthly production goals while maintaining service quality and loan integrity. This role involves mentoring team members, addressing performance challenges, and ensuring clear communication of process changes. The ideal candidate thrives in a fast-paced, team-oriented environment and demonstrates strong organizational, communication, and leadership skills.

Essential Responsibilities:

• Lead and motivate the team through recognition, team-building activities, and positive reinforcement.
• Monitor production metrics and send daily updates with quality tips and process improvements.
• Set and manage expectations for production, quality, and customer service.
• Handle customer service concerns, including complaint resolution and satisfaction tracking.
• Conduct daily funding calls to gather feedback on customer experience.
• Oversee pipeline management to meet SLA metrics and compliance requirements.
• Provide one-on-one mentoring and develop action plans for team members not meeting expectations.
• Document coaching sessions to track progress and improvements.
• Hold regular huddles to discuss updates, performance results, and process changes.
• Serve as a subject matter expert, assisting with processing scenarios and underwriting decisions.
• Ensure process updates and best practices are communicated to the Unit Manager.
• Support Processors with escalations and ensure compliance with client requirements.
• Approve and monitor timecards, address personnel issues with HR guidance, and conduct performance reviews.
• Maintain a secure work environment, ensuring the protection of sensitive information.

Monthly Goals:

• Ensure customer satisfaction by maintaining compliance with communication and loan processing timelines.
• Manage pipeline efficiency to meet closing deadlines and targeted loan turn times.
• Ensure compliance in customer and third-party interactions, with quality control and audit results meeting targets.
• Track and document team coaching, performance feedback, and general huddles.
• Foster a diverse and inclusive team culture, supporting employee development and engagement.

Requirements:

• Minimum 5+ years in mortgage origination, with at least 3 years in processing management within the past 7 years.
• Strong leadership, mentoring, and performance management skills.
• Proven ability to manage risks and ensure compliance while driving results.
• Excellent verbal and written communication skills, with a customer-first mindset.
• Ability to thrive in a fast-paced, high-pressure environment while maintaining service excellence.
• Strong analytical and organizational skills, with attention to detail.
• Experience working in a paperless, technology-driven environment.
• NMLS-MLO Licensure preferred.
• Willingness to work outside of normal business hours as needed.

Job Type: Full-time
Pay: $75,000 - $85,000 per year

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