Manager - Processing & Closing

Firstsource•Palm Bay, FL

6d•Onsite

About The Position

The HELOC Operations Manager supervises and manages the end-to-end HELOC origination workflow, overseeing a team of HELOC Loan Processors and HELOC Loan Closers. This manager is responsible for pipeline integrity, regulatory compliance, team performance, working in conjunction with Underwriting, and member service quality from initial application through funding and post-closing. The Operations Manager is the escalation point for complex file issues, the primary conductor of daily workflow operations, and the keeper of compliance standards across both processing and closing functions. This role ensures that every file meets quality expectations, timelines are maintained, regulatory requirements are satisfied, and team members are developed and supported to perform at their best.

Requirements

Minimum 5 years of mortgage lending operations experience, with at least 3 years in a supervisory or management role overseeing processing, closing, or underwriting teams.
Direct hands-on experience as a HELOC Loan Processor and/or HELOC Loan Closer, with a deep understanding of both processing and closing workflows.
Expert knowledge of TILA/Reg Z, RESPA/Reg X, ECOA/Reg B, HMDA/Reg C, Flood Disaster Protection Act, and wire fraud prevention as they apply to HELOC origination.
Advanced proficiency with Encompass LOS, including pipeline management, milestone tracking, eFolder organization, underwriting condition management, and reporting.
Proven track record of leading, developing, and retaining high-performing teams. Demonstrated ability to manage performance, conduct disciplinary actions, and create a positive work culture.
Strong analytical skills — the ability to interpret metrics, identify trends, and drive data-informed decisions.
Excellent written and verbal communication skills, with the ability to interface effectively with senior management, team members, loan officers, third-party vendors, and regulators.
NMLS registration or willingness to obtain registration as required by state law.

Nice To Haves

Credit union lending experience and familiarity with NCUA regulatory environment.
Portfolio Underwriting knowledge of mortgages and/or HELOCs
Knowledge of Texas home equity lending requirements, New York attorney closing requirements, or other state-specific HELOC regulations.

Responsibilities

Recruit, hire, onboard, and develop a team of HELOC Loan Processors and HELOC Loan Closers, ensuring each team member has the skills, training, and resources to perform their role at a high level.
Conduct performance reviews, provide ongoing feedback and coaching, manage corrective action when needed, and recognize top performance.
Maintain a culture of quality, compliance, and member-centric service.
Monitor the daily HELOC pipeline — from new applications through funded loans — ensuring workload is balanced; priorities are clear, and files advance according to established timelines.
Track key metrics for each team member including average turnaround time, first-submission quality rate, disclosure timing compliance, and pipeline accuracy.
Identify and address individual or team performance gaps proactively.
Manage escalations from team members, underwriting, closing counsel, and loan officers.
Coordinate with underwriting, loan origination, and title/closing partners to remove blockers, expedite approvals, and resolve conflicts.
Identify process bottlenecks, quality trends, and opportunities for improvement of workflow. Work with operations leadership to implement changes that enhance efficiency, compliance, or member experience.
Conduct regular file audits on both processing and closing work — verifying documentation completeness, disclosure accuracy, regulatory compliance, and eFolder organization.
Maintain a documented quality audit program with frequency and sampling standards.
Maintain expert-level working knowledge of all HELOC origination regulations including TILA/Reg Z, RESPA/Reg X, ECOA/Reg B, HMDA/Reg C, FCRA, Flood Disaster Protection Act, BSA/AML, wire fraud prevention, and any state-specific HELOC regulations.
Be the subject matter expert on regulatory questions that arise in processing or closing decisions.
Monitor all regulatory compliance requirements across the team — TILA/Reg Z disclosures, RESPA/Reg X, Reg B/ECOA, HMDA data quality, wire fraud prevention, right of rescission accuracy, and BSA/AML. Escalate any compliance risk to management immediately.
Develop and deliver training on HELOC products, regulatory requirements, credit union policies, and LOS system usage. Keep training current with regulatory changes and process updates.
Maintain an ongoing regulatory knowledge program.
Mentoring, coaching, and career development planning with each team member, identifying advancement opportunities and capability gaps.
Serve as the point of escalation for member inquiries, complaints, or service issues related to processing or closing delays.
Partner with loan officers to provide regular pipeline updates, exception reporting, and recovery plans for any file at risk of timeline miss.
Maintain regular communication with title companies, closing counsel, and other third-party vendors on behalf of the team.