Processing Operations Manager

Who you are:

As a Processing Operations Manager at Hometap, you’ll lead a team of Application Specialists (Processors) that review and process homeowner investment applications. Your team will be responsible for collecting and verifying application data with third party service providers, and coordinating cross functionally to review and originate home equity investments. You’ll oversee team production goals, balancing efficiency and accuracy to achieve targets.

To be successful in this role, you’ll need to be execution-oriented with exceptional attention to detail. You’re highly organized, and able to keep calm in an ever-changing and fast-paced environment. You’re process-oriented, with an eye toward maintaining and improving processes for your team over time. This role is a great fit for someone who is comfortable handling escalations, and brings strong and empathic communications skills to their conversations with team members, cross-functional colleagues, third-party vendors, and homeowners.

What you'll do:

• Manage a high-performing team of Application Specialists (Processors), ensuring excellence in processing procedures and adherence to guidelines, with a focus on shortening cycle time and improving the overall quality of work 
• Build and maintain positive cross-functional relationships with Underwriting, Signing & Funding, Sales, Compliance, Strategy and other internal teams
• Train, coach, and mentor your team to ensure high performance, including efficient pipeline management and cross-departmental communication. 
• Hold team to performance metrics and standards for cycle time, accuracy, and internal customer service
• Partner with enablement and software teams by highlighting opportunities and collaborating on solutions to implement and iterate on as needed
• Collaborate with the Sales and Investment Operations teams to quickly identify, analyze, and solve for edge cases and escalations to ensure an exceptional homeowner experience
• Maintain and continuously improve processes and procedures to maintain accuracy and completeness of required documentation
• Prepare and present regular reporting to the Investment Operations management team 
• Work closely with our title partners and other vendors on escalations and required resolutions

What you bring:

• Experience as a mortgage loan processor (or similar), with a minimum of one year as a people manager
• Ability to motivate and develop a team, communicate expectations, and hold challenging conversations when needed
• Extraordinary attention-to-detail
• Strong problem solving skills with ability to think critically and make recommendations; comfortable following established guidelines, while also inclined to iterate and improve upon existing processes
• Inquisitive nature, with a drive to dive into pipelines and files to understand root causes of problems with individual performance or complex, stalled files as needed
• Experience in roles where success can be measured by accuracy, speed and completeness
• Comfortable multitasking and working under pressure within a deadline-oriented environment with frequent changes to systems and processes
• Strong written and verbal communication skills, with an ability to communicate directly and with empathy 
• Ability to develop and foster cross-functional relationships with key stakeholders
• Strong computer & CRM skills; experience with Salesforce is preferred
• Associates or Bachelors degree in a related field
• Experience in a fast-paced, growth-stage environment is a plus!