Home Equity Processor Team Lead

Citizens; Mason (OH); Hybrid; USD 65,000 - 82,000; Full time

Job summary

Citizens in Mason, OH is seeking a Home Equity Processor Team Lead to review complex loan applications, gather documents, and interact with customers to ensure complete and accurate file submissions. Hybrid work arrangement with 4 days in the office and 1 day remote.

You will lead a team, provide training, and coordinate with loan officers and branch colleagues to ensure policy compliance and timely processing of files.

Qualifications

• 5-7 years of financial service experience.
• 3-5 years of home equity or mortgage processing experience.
• Preferred leadership experience in lending environment.

Responsibilities

• Reviewing the loan application documentation.
• Interacting with customers, lenders, and branches to obtain required documents.
• Make welcome calls and communicate status to customers throughout the process.
• Document call cadence and file status in the system for review.
• Provide peer support and on-the-job training for processors.
• Provide managerial support in absence of POD Manager.

Skills

Financial services

Mortgage processing

Leadership

Job description

Description

At Citizens, we’re more than a bank and here, you’ll experience new things, create new opportunities, think beyond your role, and make an impact!

Description

At Citizens, we’re more than a bank and here, you’ll experience new things, create new opportunities, think beyond your role, and make an impact! As the Home Equity Processor Team Lead, you will receive and evaluate documentation for the most complex loan applications and interact with loan savvy customers to ensure necessary information is obtained, complete and accurate. You will be responsible for completing reviews within department standards, entering clear, concise comments, and editing information and document application status on appropriate loan systems. It is expected that you will communicate professionally in oral and written format with internal and external customers regarding status requests, missing information, explanation of required documentation and/or closing information. Most importantly, while in this role you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Primary Responsibilities Include

• Reviewing the loan application documentation.
• Interacting with customers, working with both loan officers and branch colleagues to obtain required documents from customers, order and review property titles, appraisals, flood certifications, and income documents to ensure accuracy and completeness.
• Make welcome calls on new files, follow the department's call cadence throughout the process to ensure customers are communicated direct and well informed of all aspects of their line in process.
• Ensure that they document in the system of record their call cadence contacts, results of the contact so that they and any colleague who reviews the file is aware of the file status.
• Provides peer support for other processors and on the job training for newly hired processors.
• Provide managerial support in absence of POD Manager

Qualifications, Education, Certifications And/or Other Professional Credentials

• Required Qualifications
  • 5-7 years of financial service experience
  • 3-5 years of home equity or mortgage processing experience
• Preferred Qualifications
  • Previous experience in a fast-paced lending environment
  • Previous leadership experience

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M-F 8am-5pm (Hybrid - 4 days in the office, Mason, OH - 1 day remote)

Pay Transparency

The salary range for this position is $31.25 - $39.42 per hour, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Posting End Date: 09/12/2026