Processing POD Leader

Processing Pod Leader

What Sets Us Apart

At UMortgage, we have a customer-centric, service-based approach. We focus on home purchases and refinances, providing an emphasis on consumer education, real estate agent relationships, and a personalized experience for home buyers. Our goal is to empower our team members to always provide a best-in-class experience while prioritizing long-lasting relationships.

What We Need

We are looking for a Processing Pod Leader who is a detail-oriented, positive team player with strong leadership skills to oversee a team of loan processors while ensuring pipeline efficiency, compliance, and exceptional service delivery. As a Processing Pod Leader, you will act as the key escalation point and liaison between our clients, processors, and the sales team, ensuring all files progress smoothly through the loan process. You will be responsible for coaching, mentoring, and driving accountability within your processing team, ensuring all team members meet performance expectations while fostering a collaborative and high-performance culture. The ideal candidate should have a background in loan processing, leadership, strong problem-solving abilities, and exceptional communication skills.

If you are an experienced processing leader who thrives in a fast-paced, high-accountability environment, we want to hear from you!

What You’ll Do

· Embrace and embody our company’s core values and consumer-centric model to provide exceptional customer service experience throughout the loan process.

· Oversee a team of loan processors, ensuring pipeline efficiency and adherence to service level agreements (SLAs).

· Assign and manage loan files based on processor capacity, complexity, and merit.

· Conduct daily quality reviews to ensure submission accuracy, SLA compliance, and opportunities for process improvement.

· Take ownership of escalated loan files and resolve issues related to underwriting conditions, missing documents, or restructures.

· Proactively communicate with internal and external parties, including:

              Internal: Loan Originators, Branch Managers, Team Leaders, and Operations team members.

              External: Underwriters, real estate agents, borrowers, title companies, attorneys, HOI agents, and escrow                  agents.

· Lead weekly branch meetings to review escalated loans, upcoming closings, and operational improvement opportunities.

· Provide in-the-moment coaching and structured performance management for processors, ensuring adherence to policies and SLAs.

· Partner with the Learning & Enablement team to reinforce training and enhance team knowledge and efficiency.

· Collaborate with Sales and Closing teams to ensure all parties involved in the loan process receive timely and accurate updates.

· Maintain a meticulous record of pipeline data, ensuring compliance with all regulatory and company guidelines.

· Work closely with the People Team on performance improvement plans (PIPs), corrective actions, and leave accommodations.

· Identify trends in loan submissions and areas of opportunity for Sales to improve operational efficiency.

· Memorialize all coaching conversations and escalations to track trends and drive continuous improvement.
 

What You Need

· 3+ years of mortgage loan processing experience.

· 2+ years of leadership experience in a processing or operations role.

· Experience with both broker and correspondent lending is required.

· Strong knowledge of underwriting guidelines, loan origination systems, and compliance requirements.

· Experience with Salesforce and Arive is highly preferred.

· Familiarity with UWM, Windsor, AFR, or Kind Lending—preferably all, but at least one is required.

· Proven ability to manage high-volume loan pipelines while maintaining accuracy and efficiency.

· Strong communication skills with the ability to lead and mentor a team.

· Exceptional problem-solving abilities and a proactive approach to issue resolution.

· Ability to thrive in a fast-paced, high-accountability environment.

· Team-oriented, adaptable, and committed to delivering an exceptional customer experience.

· Strong sense of urgency, attention to detail, and time management skills.

· Ability to multitask and prioritize projects with multiple deadlines.

· Experience working with a high volume of both government and conventional loans.