Processing Manager - Agency

Cascade Financial Services•Chandler, TN

About The Position

The Processing Manager leads the day-to-day operations of the Agency Division processing team and is accountable for the quality, speed, and consistency of loan processing. The manager guides the team across FHA, VA, and Conventional products, maintains processing policies and best practices, and balances operational standards with a supportive approach to people leadership. The role reports to the Director of Processing and oversees the Assistant Processing Manager(s) for Agency. It also involves adapting to changing priorities, assisting with varied tasks as needed, and integrating offshore talent into the existing team structure. The position leads and develops Assistant Processing Managers and processors, hires and onboards team members, manages performance and recognition programs, and partners with the Director on department growth. Operational duties include forecasting pipeline and production goals, monitoring quality and turn times, addressing escalations, approving specified exceptions, improving processes and technology, and coordinating with origination, underwriting, closing, and other departments. The manager also supports training initiatives and helps determine when new processors are ready to leave training. Cascade Financial Services describes its mission as serving the American Dream through attainable home ownership. Founded in 1999, the company provides mortgage loan solutions for the manufactured housing marketplace. Its stated values are Teamwork, Integrity, Excellence, and Service, and it promotes growth, work/life balance, and a positive, family-like work environment.

Requirements

At least 3 years of management experience within the last 5 years.
At least 5 years of mortgage processing and/or underwriting experience.
Extensive and recent working knowledge of Encompass.
Track record of meeting or exceeding department goals.
Deep knowledge of mortgage guidelines, especially FHA and VA products.
Proven leadership and team-building skills, with the respect of the people led.
Experience managing performance, handling difficult conversations, and developing people.
Strong grasp of pipeline management, SLAs, and production metrics.
Ability to work under deadline pressure and manage competing priorities.
Strong interpersonal communication and a steady, approachable leadership style.
Manufactured Housing knowledge.

Nice To Haves

Training experience.
Experience with Encompass Task-Based Workflow.
Construction-to-Permanent Financing experience.

Responsibilities

Lead, coach, and develop Assistant Processing Managers and the processors they oversee.
Interview and hire candidates to build a team that fits the required skills and company culture.
Conduct all-in team meetings, individual one-on-ones, 90-day reviews, year-end reviews, and scorecard reviews.
Manage employee development and performance matters, including mediation, conflict resolution, warnings, performance improvement plans, and termination recommendations.
Ensure new team members receive the specified first-day onboarding and introductory materials.
Manage team promotions, awards, and incentive programs.
Work with the Director of Processing to plan department growth while keeping costs and headcount low.
Develop ways to integrate offshore talent into the team and its tasks.
Forecast the pipeline and monthly production goals, and manage the team to meet them.
Recommend and implement process improvements and technology to improve speed and accuracy.
Spot-check processor pipelines to maintain quality and required turn times.
Answer scenario questions and handle borrower and builder escalations.
Collaborate with origination, underwriting, closing, and other internal departments to ensure best practices.
Grant exceptions within the role's authority, including cures, HOI exceptions, and wire exceptions.
Work across underwriting, closing, and origination to streamline processes and meet daily and monthly goals.
Support training, including Reg U classes, spot training, and the rollout of new processes and guidelines.
Meet with the training team about new processor progress and approve release from training.
Identify and communicate process improvements across departments.