Mortgage Loan Processing Manager

Equity Resources, Inc • Columbus, OH

7h • Hybrid

About The Position

The primary function of the Processing Manager is to supervise production staff to ensure the processing of the mortgage loan process from order all to funding is efficient and compliant with all regulations. This role involves championing customer service excellence, directly supervising Processors to ensure department and organizational goals are met, managing loan officer relationships with processors, and ensuring high-quality service delivery. The manager will also oversee processing workflow by assessing staffing needs, allocating workloads, and balancing pipelines, monitor daily loan team reports and pipeline activity, encourage employee growth through coaching and performance reviews, foster a collaborative team environment, and collaborate with Department Managers to identify and resolve process bottlenecks. Additionally, the role requires maintaining expert-level knowledge of loan programs and processing procedures, supporting training and development, and participating in company meetings.

Requirements

• Bachelor's degree in Business Management, Finances, Administration, or 5 years' of management experience in the mortgage industry. An equivalent combination of education and experience may suffice.
• Minimum of 3 years' experience in a management or equivalent position.
• Comprehensive knowledge of residential mortgage processing, underwriting, and closing procedures, including conventional and government lending guidelines and federal real estate lending regulations.
• Strong leadership skills with ability to manage teams for productivity and accuracy.
• Highly organized with sound judgment, problem-solving abilities, and effective decision-making skills.
• Self-motivated and collaborative, with a proven ability to work across all levels of staff and management.
• Excellent written and verbal communication and customer service skills; able to interact professionally with employees, vendors, and lenders.
• Able to work independently, prioritize tasks, and follow detailed written or verbal instructions.
• Proficient in Microsoft Word, Excel, Outlook and an electronic Loan Origination System, such as Encompass.
• AI adoption mindset.
• Fueled by passion and a competitive drive to excel.

Responsibilities

• Champion customer service excellence by promoting the Company’s “raving fan service” culture through ongoing support, communication, and product knowledge.
• Directly supervise Processors to ensure department and organizational goals are consistently met.
• Manage loan officer relationships with processors, resolving escalated issues promptly to maintain workflow and service standards.
• Ensure high-quality service delivery from the Processing Department to both internal and external customers.
• Manage processing workflow by assessing staffing needs, allocating workloads, and balancing pipelines to maintain efficiency and prevent delays.
• Monitor daily loan team reports and pipeline activity, proactively reallocating files and coaching staff to meet performance metrics and improve production.
• Encourage employee growth by supporting individual career goals and conducting annual performance reviews for all processing staff.
• Foster a collaborative team environment by listening to employee feedback and encouraging ideas to meet department goals.
• Collaborate with Department Managers to identify and resolve process bottlenecks, improve interdepartmental efficiency, and support company-wide turn-time objectives.
• Maintain expert-level knowledge of loan programs and processing procedures to support staff, resolve urgent issues, and ensure compliance.
• Support training and development by updating manuals, communicating changes, and organizing training sessions for loan teams and operations/sales staff.
• Participate in company meetings, maintain up-to-date knowledge of policies and procedures, and perform other duties as assigned by senior management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) option with a generous company match
• Company-paid life insurance
• Generous PTO
• 10 paid holidays
• Day off for your birthday
• Referral programs ($500 for each borrower referred, up to $5,000 for referring an experienced Loan Officer)
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager