Manager - Processing & Closing

Manager
- Processing & Closing

Location:

Palm Bay, Florida, US

Grade: E2

Title:

Manager
- Processing & Closing

Number of Positions: 01

We have a new opportunity in the Mortgage
- Manager
- Processing & Closing. Please review the Minimum Criteria before applying. Completed applications must be received by Thursday, August 13, 2026, to be considered for this position.

Minimum Criteria:
You must meet the following minimum criteria (see job description for full list of requirements):
Grades E2 & F1 can apply. It will be a lateral movement for E2 grade and vertical movement for F1 grade.

Role

Description:

The HELOC Operations Manager supervises and manages the end-to-end HELOC origination workflow, overseeing a team of HELOC Loan Processors and HELOC Loan Closers. This manager is responsible for pipeline integrity, regulatory compliance, team performance, working in conjunction with Underwriting, and member service quality from initial application through funding and post-closing. The Operations Manager is the escalation point for complex file issues, the primary conductor of daily workflow operations, and the keeper of compliance standards across both processing and closing functions.

This role ensures that every file meets quality expectations, timelines are maintained, regulatory requirements are satisfied, and team members are developed and supported to perform at their best.

Role & Responsibilities:

• 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…