Purpose of Role

Responsible for overseeing the loan processing function, ensuring that Reverse Mortgage loans move efficiently and compliantly from application through closing. Provides leadership, guidance, and training to processing staff while maintaining a high standard of accuracy, compliance, and customer service. Acts as the key liaison between clients, Loan Officers, underwriting, funding, and other internal/external partners, while also driving operational excellence and pipeline management.

Key Responsibilities and Expectations

• Supervises, coaches, and develops a team of loan processors to ensure consistent adherence to company, investor, and regulatory requirements.
• Monitors productivity, quality, and pipeline capacity, providing regular feedback and performance evaluations.
• Trains new processors on systems, guidelines, and best practices.
• Oversees all aspects of loan processing, ensuring files are accurately prepared, conditions are cleared promptly, and loans move smoothly through the pipeline.
• Establishes and enforces service level expectations for turnaround times, compliance, and customer service delivery.
• Tracks pipeline status, proactively identifies bottlenecks, and implements solutions to maintain efficiency and loan quality.
• Ensures all disclosures, re-disclosures, and documentation meet RESPA/TILA and other federal, state, and investor requirements.
• Reviews loan files for completeness, accuracy, and compliance before submission to underwriting and closing.
• Maintains up-to-date knowledge of regulations, investor requirements, and company policies, ensuring the team remains compliant.
• Serves as the primary escalation point for processing-related issues, troubleshooting and resolving challenges in a timely manner.
• Fosters strong communication channels between processors, Loan Officers, underwriters, funders, title companies, and clients.
• Partners with sales and operations leadership to continuously improve workflows and service delivery.
• Identifies opportunities to streamline processes, improve borrower experience, and increase departmental efficiency.
• Contributes to departmental goals and initiatives, aligning team performance with company objectives.
• Performs other duties as assigned.

Reports To

• VP, Fulfillment and Partner Experience

Direct Reports

• 10-15 Processors

Qualifications - Experience/Skills/Competencies

• Minimum of 5 years of mortgage loan processing experience, with at least 2 years in a supervisory or management role.
• Strong knowledge of Loan Origination Systems (LOS) and mortgage industry processes.
• Solid foundation regarding TRID, COC, ECOA.
• Proven ability to manage a high-volume pipeline while ensuring accuracy and compliance.
• Current knowledge of industry guidelines and procedures as well as federal, state and local regulations.
• Exceptional organizational and problem-solving skills with strong attention to detail.
• Excellent communication skills, both written and verbal, with the ability to foster collaboration across teams.
• Proficiency with Microsoft Office Suite.
• Demonstrated leadership, coaching, and mentoring skills.
• Ability to thrive in a fast-paced environment and adapt quickly to change.
• Strong customer service orientation with a focus on borrower and partner satisfaction.

Qualifications - Education - Required

• High School Diploma or GED

Qualifications - Education - Field(s)/Profession(s)

• Business, Finance, Operations Management, or a related field.

Qualifications - Education - Preferred

• Bachelor's Degree

Compensation

The base salary range for this position is inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate's work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.

Additional Information

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.