Senior Manager, Home Loans Support Services

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Job Summary:
The Senior Manager of HL Support Services will oversee the day-to-day operations and strategic direction of the Lock Desk, Client Experience Team, and Loan Services. This role is critical in ensuring seamless loan processing, exceptional client experience, and efficient loan disclosing time frames. The ideal candidate will possess deep industry knowledge, strong leadership skills, and a commitment to continuous improvement.
Key Responsibilities:
Leadership & Strategy
- Provide strategic direction and leadership to the Lock Desk, Client Experience Team, and Loan Setup.
- Develop and implement processes to enhance operational efficiency and service delivery across all teams.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Set and monitor key performance indicators (KPIs) to drive team performance and ensure alignment with organizational goals.
Operational Management:
- Oversee Lock Desk operations, ensuring accurate and timely rate lock management and adherence to investor and regulatory guidelines.
- Lead the Client Experience Team to deliver superior service, address client concerns, and enhance overall satisfaction throughout the mortgage process.
- Oversee Loan Setup which includes Appraisal Orders, Condo & Subordinations, Disclosure Requirements & associated Robotic Workflows.
Compliance & Risk Management:
- Ensure all processes comply with federal, state, and investor regulations.
- Identify and mitigate operational risks within the Shared Services Group.
- Collaborate with internal audit and compliance teams to address findings and implement corrective actions as needed.
- Act as Business Unit Lead for vendors pertaining to the overseen departments
Team Development & Coaching:
- Recruit, train, and develop high-performing teams within Shared Services.
- Provide mentorship and guidance to team leaders, empowering them to manage their respective areas effectively.
Experience:
- 7+ years of progressive leadership experience in mortgage operations, with a focus on shared services functions.
- Strong understanding of mortgage lending and regulatory requirements.
- Experienced at managing multiple teams and functions simultaneously.
- Experience with Encompass, Reggora, NPS, & Optimal Blue a plus.
Skills:
- Exceptional leadership and people management skills.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Proficiency in mortgage technology platforms
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate's experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
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The Company hires the best qualified candidate for the job, without regard to protected characteristics.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].
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Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.