Processing Manager

Role Description

As the Processing Manager of our Portfolio Division, you run the processing teams day to day and own the quality, speed, and consistency of how loans move through the department. This is a critical role. You know the guidelines inside and out, and you build teams that people want to be part of. You are comfortable with portfolio products, which we consider chattel and land home, 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 Portfolio. 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.

Key Responsibilities

• Leadership and Development
  • Lead, coach, and develop the Assistant Processing Managers, and support the processors underneath them.
  • Interview and hire candidates for the processing team, building a well-rounded group that fits both the skill and the culture.
  • Conduct team member reviews, including 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.
  • Run 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.
• Operations and Quality
  • Spot check processor pipelines to keep quality and turn times where they need to be.
  • Strong understanding of underwriting guidelines and relay those guidelines, procedures, and process changes to the department and field scenario questions.
  • Conduct processing meetings and finalize meeting minutes ahead of each meeting.
  • Grant exceptions within your authority, lower dwelling coverage insurance exceptions, and cancellations.
  • Recommend and implement process improvements and new technology that make the team faster and more accurate.
  • Forecast pipeline and production goals and manage the team to hit them.
  • 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.
  • Own second level escalated complaints from borrowers, dealers, realtors, and other partners.
  • Speak up across departments when you see a better way to do something. Improvement is everyone's job.

Qualifications

• 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 Chattel and land home 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 and experience with tasked based workflow a plus.
• Ability to work under deadline pressure and manage competing priorities.
• Strong interpersonal communication and a steady, approachable leadership style.
• Manufactured Housing knowledge required.
• Construction to Permanent Financing experience a plus.

Benefits

• Medical
• Dental
• Vision
• Life
• 401K match
• PTO
• Sick Time
• 10 Paid Holidays
• Remote work opportunities