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MB HE Ops Proc Team Leader

Job Description

As a Home Equity Loan Processing Leader you will maintain an individual pipeline of assigned loans as well as serve as the assigned processor when processors are out of the office. You will assist the manager with some administrative duties and serve as a point of contact in their absence. You will handle exception and escalated files and resolve complex issues to ensure timely processing of applications.


The Home Equity Operations centers, currently located in Milwaukee and Phoenix, process Home Equity applications generated by the Retail branches and Consumer Direct sales teams. Operations works to build functional excellence by delivering consistent customer support throughout the loan process combined with a focus on the customer experience and internal business controls.
  • Manages an individual pipeline of files from assignment to closing
  • Actively works processor pipelines as vacancy dictates
  • Supports team manager with pipeline management, queue review, customer complaints, and quality audit support
  • Assists in managing overall pipeline and performance metrics
  • Acts as mentor across all roles for new team members
  • Perform activities essential to the job functions as assigned and assist others as needed to provide coaching feedback and best practice sharing
  • Act as initial or first point of contact for escalations, promote superior customer service while analyzing, defusing and resolving customer issues within the appropriate boundaries of the authority of the position
  • Acts as a point of contact when a team manager is out of the office or unavailable
  • Assists with coaching and feedback and provides best practices for productivity and quality. (i.e., customer communication, time management)


  • Ability to maintain high quality output while maintaining an individual and team pipeline of files at various levels of completion
  • Proficient at pipeline management with emphasis on organizational and multi-tasking skills; Expertise in producing quality files to ensure passing of all quality audits throughout the process.
  • Strong verbal and written communication skills
  • Ability to work well with all business partners within underwriting, call center, vendor management and banking centers
  • 3+ years experience as a mortgage or home equity loan processor preferred
  • Previous leadership experience preferred
  • College degree preferred
  • Strong customer service skills and ability to manage difficult conversations to a successful outcome and positive customer experience
  • Solid analytical and problem solving skills strongly preferred
  • Minimum 1 year of computer experience required, preferably with automated originations system strongly preferred
  • Bilingual preferred
Req #: 160043094
Location: Lewisville, TX US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 500 US Dollar (USD)

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