Processing Manager - Agency

Position Overview

As the Processing Manager of our Agency Division, you run the processing team’s day-to-day and own the quality, speed, and consistency of how loans move through the department. This is a critical role. You understand the urgency of closing a home loan and that time kills deals. You understand the importance of hitting monthly funding and bonus goals for the team. You know the guidelines inside and out, and you build teams that people want to be part of. You are comfortable with agency products, which we consider to be FHA, VA, and Conventional, and you can guide your team across all of them. 

You report to the Director of Processing and oversee the Assistant Processing Manager(s) for Agency. You create and maintain the policies, procedures, and best practices that keep the team aligned, and you make sure standards are followed without losing the human side of leading people. You must be able to adapt quickly to changing priorities and step in to assist in a variety of tasks whenever needed and successfully integrate offshore talent into existing team structure.

Key Responsibilities

Leadership and Development

• Lead, coach, and develop the Assistant Processing Managers and the processors underneath them.
• Interview and hire candidates and build a well-rounded team that fits both the skill and the culture.
• Conduct regular all-in team meetings, individual team member one on ones, 90-day reviews, year-end reviews, and scorecard reviews.
• Handle team member development: mediation, conflict resolution, verbal and written warnings, performance improvement plans, and termination recommendations.
• Ensure successful new team member onboarding for the first day, including the introduction email, the commitment to service, single point of contact, the company introduction, and the manufactured versus modular overview.
• Manage promotions, awards, and incentive programs for the team.
• Work with Director to develop a plan to grow department exponentially while keeping costs and headcount low
• Introduce ways to integrate offshore talent into the team and tasks

Operations and Quality

• Successfully forecast pipeline and monthly production goals and manage the team to hit them.
• Expected to recommend and implement process improvements and new technology that make the team faster and more accurate
• Spot check processor pipelines to keep quality and turn times where they need to be.
• Field scenario questions and handle borrower and builder escalations
• Collaborate with origination, underwriting, closing, and other internal departments to ensure best practices are being met
• Grant exceptions within your authority, including cures, HOI exceptions, wire exceptions, etc.
• Effectively work with underwriting, closing, and origination to create streamline processes and hit daily and monthly goals

 

Training Support

• Support training efforts including Reg U classes, spot training, and rollout of new processes and guidelines.
• Meet regularly with the training team on new processor progress and sign off on releasing processors from training.
• Speak up across departments when you see a better way to do something. Improvement is everyone's job.

Minimum Requirements

• 3+ Years in Management within the last 5 years
• 5+ Years in mortgage processing and/or underwriting
• Extensive Encompass Experience
• Track record of meeting or exceeding department goals.
• Deep knowledge of mortgage guidelines, with a focus on FHA and VA products.
• Proven leadership and team building skills, with the respect of the people you lead.
• Experience managing performance, handling hard conversations, and developing people.
• Strong grasp of pipeline management, SLAs, and production metrics.
• Recent working knowledge of Encompass
• Ability to work under deadline pressure and manage competing priorities.
• Strong interpersonal communication and a steady, approachable leadership style.
• Manufactured Housing knowledge required.

Bonus Skills

• Training experience a plus
• Experience with Encompass Task-Based Workflow a plus
• Construction to Permanent Financing experience a plus