Description

The Home Equity Processor Manager is also referred to as the POD manager. This position is responsible for leading a team of processors who support the fulfillment of the Home Equity Line of Credit (HELOC) product. Responsibilities include managing productivity, coaching colleagues, monitoring/addressing errors, and monitoring queues to ensure SLAs are met. The POD manager must also have an extensive knowledge of all income sources, including the ability to interpret personal and business income tax returns, and provide income verification expertise to the team. Ensure that all colleagues demonstrate outstanding customer service throughout all aspects of the HELOC origination.

Provide exceptional customer service in all written and verbal communications to both internal and external customers. Handle and resolve complex customer issues.
Mentor and train new and existing processors and underwriters to ensure adherence to policies and procedures. Prepare...