Loan Processing Manager

Citigroup Inc.; O’Fallon (MO); On-site; USD 66,000 - 100,000; Full time

Job summary

Citigroup Inc. is seeking a Loan Processing Manager to lead a medium-sized team, ensuring expert client service and compliance with credit policy and regulations. You will drive production, quality, and risk controls while guiding negotiations, plans and performance with senior stakeholders.

The role emphasizes process improvements, mentorship and close collaboration with site leadership to maintain top-tier client experience.

Qualifications

• 5-8 years of relevant experience.
• Mortgage industry knowledge and Citi policy understanding.
• High urgency with ability to work in a team.
• Cross‑line collaboration to improve efficiency and minimize risk.
• Advanced computer skills and strong leadership.
• Excellent planning, problem solving, and communication.

Responsibilities

• Direct responsibility for a team handling client relationship management and ensuring credit conditions are met.
• Guide team to meet production goals while preserving service quality and loan integrity.
• Own MCA, CAPS and Action Plans; present progress to leaders and partners.
• Influence decisions and ensure volume, quality, and timeliness of end results.
• Assist processors with complex transactions and escalate complaints per protocol.
• Collaborate with site management on training and operational excellence initiatives.
• Lead team meetings and implement performance benchmarks.
• Monitor attendance, overtime and coach staff to maintain service levels.
• Drive profitability through strategic initiatives and aligned workflows.
• Act as business knowledge expert for closing operations and policy adherence.

Skills

Leadership

Regulatory compliance

Credit policy

Client relationships

Risk management

Process improvement

Communication

Attention to detail

Education

Bachelor's degree or equivalent

Job description

The Loan Processing Manager provides leadership and direction to a medium-sized team of employees. In-depth knowledge of all of the core functional areas of Fulfillment and key regulations as well as well versed in credit policy, collateral, legal & compliance. Plays a critical role in ensuring that business controls are adhered to thereby mitigating risk to the company. The role is critical in managing teams and pipeline to ensure adherence internal and external client experience for optimal client experience.

Responsibilities:

• Direct responsibility for a team of loan processing specialists who will perform overall client relationship management including reviewing the loan to ensure credit conditions are met and assisting clients through the balance of the process. Management duties include performance evaluation, compensation, hiring, disciplinary actions as well as direction of daily tasks and responsibilities.
• Guides the team to meet production goals while ensuring the level of expected service, quality and integrity of the loans are maintained.
• Takes ownership of MCAs, CAPS and Action Plans for Processing area and frequently presenting progress, challenges and performance results of the team, the channel or processing team to peers, senior leaders and partners in various forums.
• Influence decisions through advice, counsel, facilitating services to other or through joint accountability for volume, quality and timeliness of end results.
• Assists processors with complex transactions by providing experience, knowledge and resources in order to guide the processor through the correct steps, questions that arise and approvals needed. Added complexity could be the result of self-employed borrower or unique income sources, Condo/Coop requirements, Government and Investor requirements, market nuances, et al.
• Assists processors with escalated client complaints and resolutions per Complaint Management protocol.
• Work closely with site management on operational issues including training and implementation of operational excellence initiatives.
• Lead meetings with team regarding operational actions.
• Provide input into and implement operational initiatives, benchmarks and metrics for standards of performance.
• Monitor and approval of attendance and overtime.
• Coaching and counseling as needed to employees to ensure the level of expected service, quality and integrity of the loans are maintained and a plan is put in place to ensure success.
• Implements strategic initiatives to ensure profitability of operational plans.
• Leads team members in all tactical and strategic initiatives. Ensure the workflows are effective, efficient and deliver a quality loan product. Ensure the workflows compliment and support the overall goals of the sales team as well as those of the business.
• Act as a key member of the site leadership team. Represent and act as the business knowledge expert in all matters pertaining to closing operations.
• Ensures high levels of client satisfaction through thorough product, process and client knowledge.
• Identifies and suggests process improvements and assists in the implementation of validated process improvements.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 5-8 years of relevant experience
• Mortgage industry experience including investor guidelines and industry knowledge to ensure strong file quality & understanding of Citi policy while managing an evolving pipeline.
• Strong sense of urgency with an ability to work in a team environment.
• Ability to work across business lines taking a big picture approach and providing proactive support, partnership and recommendations to build relationships, improve operational efficiencies and minimize risk across the business.
• Advance computer skills, excellent leadership skills required. Must be able to maintain a high degree of accuracy while being detail oriented.
• Excellent planning/organizational, problem-solving, analytical, presentation, listening and oral/written communication skills.

Education:

• Bachelor’s/University degree or equivalent experience

Job Family Group:

Operations - Core

Job Family:

Processor

Time Type:

Full time

Primary Location:

Ofallon Missouri United States

Primary Location Full Time Salary Range:

$66,400.00 - $99,600.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Anticipated Posting Close Date:

Oct 01, 2026

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.