Home Equity Processor Manager
About The Position
The Home Equity Processor Manager, also referred to as the POD manager, is responsible for leading a team of processors who support the fulfillment of the Home Equity Line of Credit (HELOC) product. This role involves managing productivity, coaching colleagues, monitoring and addressing errors, and overseeing queues to ensure Service Level Agreements (SLAs) are met. The POD manager must possess extensive knowledge of all income sources, including the ability to interpret personal and business income tax returns, and provide income verification expertise to the team. A key aspect of this role is ensuring that all team members demonstrate outstanding customer service throughout all aspects of the HELOC origination. The position also requires providing exceptional customer service in all written and verbal communications to both internal and external customers, and handling and resolving complex customer issues. Additionally, the manager will mentor and train new and existing processors and underwriters to ensure adherence to policies and procedures, and prepare and conduct individual sessions for personal development plans and performance reviews for all team members.
Requirements
- Demonstrated ability to lead teams in a high-volume, deadline-driven processing or operations environment
- Strong understanding of operational risk, controls, and compliance within consumer lending or home equity
- Proven experience driving process improvements that reduce cycle time while maintaining quality and customer experience
- Ability to analyze performance metrics (productivity, quality, cycle time, NPS) and take action to improve results
- Strong communication skills with the ability to partner effectively with sales, underwriting, servicing, business, risk, and technology stakeholders
- Change leadership experience, including guiding teams through new workflows, systems, or policy updates
- Prior leadership experience within a bank or financial services organization
- Experience working with origination platforms
- Background in continuous improvement
- Experience managing teams through periods of growth, change, or transformation
- Comfort using data and reporting to influence decisions and support executive updates
- Experience coaching and developing colleagues into future leaders
- Bachelor’s degree or equivalent combination of education and experience
Responsibilities
- Manage, mentor, and develop team members
- Handle customer complaint issues and responses
- Monitor queues and pipelines to ensure expectations are met
- Perform quality checks through report and call monitoring
- Pipeline Management
- Develop metric driven scorecards & solutions
- Load balancing
- Project Management
- Improvement In Execution
- Route cause identification & remediation
- Lead tech backlog & prioritization for operational improvements
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
