Manager - Processing & Closing

Team Leadership & Supervision

• Recruit, hire, onboard, and develop a team of HELOC Loan Processors and HELOC Loan Closers, ensuring each team member has the skills, training, and resources to perform their role at a high level.

• Conduct performance reviews,  provide ongoing feedback and coaching, manage corrective action when needed, and recognize top performance.

• Maintain a culture of quality, compliance, and member-centric service.

Daily Operations & Workflow Management

• Monitor the daily HELOC pipeline — from new applications through funded loans — ensuring workload is balanced; priorities are clear, and files advance according to established timelines.

• Track key metrics for each team member including average turnaround time, first-submission quality rate, disclosure timing compliance, and pipeline accuracy.

• Identify and address individual or team performance gaps proactively.

• Manage escalations from team members, underwriting, closing counsel, and loan officers.

• Coordinate with underwriting, loan origination, and title/closing partners to remove blockers, expedite approvals, and resolve conflicts.

• Identify process bottlenecks, quality trends, and opportunities for improvement of workflow. Work with operations leadership to implement changes that enhance efficiency, compliance, or member experience.

Quality Assurance & Compliance Oversight

• Conduct regular file audits on both processing and closing work — verifying documentation completeness, disclosure accuracy, regulatory compliance, and eFolder organization.

• Maintain a documented quality audit program with frequency and sampling standards.

• Maintain expert-level working knowledge of all HELOC origination regulations including TILA/Reg Z, RESPA/Reg X, ECOA/Reg B, HMDA/Reg C, FCRA, Flood Disaster Protection Act, BSA/AML, wire fraud prevention, and any state-specific HELOC regulations.

• Be the subject matter expert on regulatory questions that arise in processing or closing decisions.

• Monitor all regulatory compliance requirements across the team — TILA/Reg Z disclosures, RESPA/Reg X, Reg B/ECOA, HMDA data quality, wire fraud prevention, right of rescission accuracy, and BSA/AML. Escalate any compliance risk to management immediately.

Training & Development

• Develop and deliver training on HELOC products, regulatory requirements, credit union policies, and LOS system usage. Keep training current with regulatory changes and process updates.

• Maintain an ongoing regulatory knowledge program.

• Mentoring, coaching, and career development planning with each team member, identifying advancement opportunities and capability gaps.

Member & Stakeholder Communication

• Serve as the point of escalation for member inquiries, complaints, or service issues related to processing or closing delays.

• Partner with loan officers to provide regular pipeline updates, exception reporting, and recovery plans for any file at risk of timeline miss.

• Maintain regular communication with title companies, closing counsel, and other third-party vendors on behalf of the team.

Required Qualifications

• Minimum 5 years of mortgage lending operations experience, with at least 3 years in a supervisory or management role overseeing processing, closing, or underwriting teams.

• Direct hands-on experience as a HELOC Loan Processor and/or HELOC Loan Closer, with a deep understanding of both processing and closing workflows.

• Expert knowledge of TILA/Reg Z, RESPA/Reg X, ECOA/Reg B, HMDA/Reg C, Flood Disaster Protection Act, and wire fraud prevention as they apply to HELOC origination.

• Advanced proficiency with Encompass LOS, including pipeline management, milestone tracking, eFolder organization, underwriting condition management, and reporting.

• Proven track record of leading, developing, and retaining high-performing teams. Demonstrated ability to manage performance, conduct disciplinary actions, and create a positive work culture.

• Strong analytical skills — the ability to interpret metrics, identify trends, and drive data-informed decisions.

• Excellent written and verbal communication skills, with the ability to interface effectively with senior management, team members, loan officers, third-party vendors, and regulators.

• NMLS registration or willingness to obtain registration as required by state law.

Preferred Qualifications

• Credit union lending experience and familiarity with NCUA regulatory environment.

• Portfolio Underwriting knowledge of mortgages and/or HELOCs

• Knowledge of Texas home equity lending requirements, New York attorney closing requirements, or other state-specific HELOC regulations.