Manager, Processing

Finance of America helps homeowners 55+ access the equity they’ve built while staying in full control of their home and their financial future. Through a range of reverse mortgage solutions, we help customers shape the retirement they’ve earned while continuing to evolve how we serve and work together.

Joining Finance of America now means stepping into a period of momentum and growth, with teams actively shaping what comes next and opportunities to make an impact and grow your career.

Ensures that new mortgage loan packages are processed and completed according to established policies and procedures.

• Follows the Company standards for delivery of integrity, client focus, teamwork and respect for each individual in every interaction.
• Exhibits observable sense of urgency in the execution of all job functions and duties.
• Meets or exceeds levels of Customer Service delivery established by the Company
• Responsible for maintaining a high standard of customer service within each pre-funding operations department within the Company and ensuring an observable sense of urgency is displayed by all team members under direct supervision
• Responsible for ensuring the integrity of all data entered into the Company’s operating systems
• Assists with any service related issues and provide appropriate coaching and training to team on how to handle and respond to difficult situations and/or clients.
• Actively manages day-to-day activities of the In House Processing Team to understand the needs and maintain smooth, timely and efficient processes.
• Identifies and resolves issues that arise and are consistent with normal daily operations of the In House Processing Department.
• Works with Underwriting Team Leads to minimize workload on the leads and individual underwriters by answering questions, brainstorming solutions, providing continuous training, and maintaining efficient processes for both teams.
• Understands and comprehends the overall plan for the company and the department and set specific goals for employees that will be suitable with the overall plan and are clear to the individual leads and teammates.
• Leads by example
• Regularly checks in and conducts team meetings to communicate the goals of the department in a positive manner to facilitate good team morale.
• Proactively identifies and communicates personnel requirements and issues to the Vice President of Operations to ensure fully staffed and effective team.
• Participates in the hiring and disciplinary process of direct reports.
• Continuously monitors internal processes to find ways to improve efficiency and tweak processes and procedures to keep Finance of America Reverse ahead of the competition.
• Responsible for maintaining quality standards in accordance with Company requirements
• Responsible for recruiting, hiring, training, mentoring, coaching and developing direct reports
• Overall responsibility for the performance of staff within each of the operations departments
• Oversees customer relationships with internal staff and mitigate employee turnover by maintaining positive and productive communications and customer relationships
• Ensures the loan process operates efficiently and effectively and timely while maintaining company service and quality standards from loan submission, underwriting, processing, document drawing and funding and closing
• Monitors and evaluates direct report team and provide performance management and feedback, coaching, counseling and remediation as required
• Responsible for maximizing the productivity within the group by recommending changes to process and/or systems to gain efficiencies
• Develops and implements strategies and tactics to refine the process to support corporate growth and goals
• Identifies strategic…