Here at Hometap, were collaborative, passionate, and always ready to roll up our sleeves to create solutions that help people get more out of homeownership and out of life. Our first product, a home equity investment, gives homeowners the opportunity to quickly access the equity theyve built in their home to pay for whats most important to them, from handling debt to finally making much-needed renovations, without taking on debt.
We work hard, and have some fun along the way, too. You dont have to take our word for it: The Boston Globe and Forbes have recognized us as a great place to work, and weve been honored for our commitment to innovation in the fintech space by Inc., HousingWire, and more!
In case you need any more convincing, we also provide competitive compensation, healthcare coverage, unlimited PTO, a generous share package, and a strong culture with plenty of opportunities for team-building and camaraderie.
Who you are:
As a Processing Operations Manager at Hometap, youll lead a team of Application Specialists (Processors) that review and process homeowner investment applications. Your team will be responsible for collecting and verifying application data with third party service providers, and coordinating cross functionally to review and originate home equity investments. Youll oversee team production goals, balancing efficiency and accuracy to achieve targets.
To be successful in this role, youll need to be execution-oriented with exceptional attention to detail. Youre highly organized, and able to keep calm in an ever-changing and fast-paced environment. Youre process-oriented, with an eye toward maintaining and improving processes for your team over time. This role is a great fit for someone who is comfortable handling escalations, and brings strong and empathic communications skills to their conversations with team members, cross-functional colleagues, third-party vendors, and homeowners.
What you'll do:
- Manage a high-performing team of Application Specialists (Processors), ensuring excellence in processing procedures and adherence to guidelines, with a focus on shortening cycle time and improving the overall quality of work
- Build and maintain positive cross-functional relationships with Underwriting, Signing & Funding, Sales, Compliance, Strategy and other internal teams
- Train, coach, and mentor your team to ensure high performance, including efficient pipeline management and cross-departmental communication.
- Hold team to performance metrics and standards for cycle time, accuracy, and internal customer service
- Partner with enablement and software teams by highlighting opportunities and collaborating on solutions to implement and iterate on as needed
- Collaborate with the Sales and Investment Operations teams to quickly identify, analyze, and solve for edge cases and escalations to ensure an exceptional homeowner experience
- Maintain and continuously improve processes and procedures to maintain accuracy and completeness of required documentation
- Prepare and present regular reporting to the Investment Operations management team
- Work closely with our title partners and other vendors on escalations and required resolutions
What you bring:
- Experience as a mortgage loan processor (or similar), with a minimum of one year as a people manager
- Ability to motivate and develop a team, communicate expectations, and hold challenging conversations when needed
- Extraordinary attention-to-detail
- Strong problem solving skills with ability to think critically and make recommendations; comfortable following established guidelines, while also inclined to iterate and improve upon existing processes
- Inquisitive nature, with a drive to dive into pipelines and files to understand root causes of problems with individual performance or complex, stalled files as needed
- Experience in roles where success can be measured by accuracy, speed and completeness
- Comfortable multitasking and working under pressure within a deadline-oriented environment with frequent changes to systems and processes
- Strong written and verbal communication skills, with an ability to communicate directly and with empathy
- Ability to develop and foster cross-functional relationships with key stakeholders
- Strong computer & CRM skills; experience with Salesforce is preferred
- Associates or Bachelors degree in a related field
- Experience in a fast-paced, growth-stage environment is a plus!
Hometap is an equal opportunity employer. We provide employment opportunities regardless of race, age, color, religion, sex, sexual orientation, gender, gender identity, gender expression, genetic information, national origin, pregnancy, marital, veteran, or disability status. If there is an accommodation that would support your ability to apply and interview with Hometap, please let us know by emailing [email protected].
