Manager - Processing & Closing

Firstsource; Palm Bay (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Firstsource is seeking an HELOC Operations Manager in Palm Bay, FL to supervise the end-to-end HELOC origination workflow, overseeing processors and closers. You will ensure pipeline integrity, regulatory compliance, and high-quality member service from application through funding and post-closing.

Responsibilities include leading and developing the team, managing daily workflow, tracking metrics, addressing performance gaps, and coordinating with underwriting, title/closing partners, and

Qualifications

• Minimum 5 years of mortgage lending operations experience with at least 3 years in supervision.
• Hands-on HELOC processing/closing experience with processing and closing workflows.
• Expert knowledge of TILA/Reg Z, RESPA/Reg X, ECOA/Reg B and related regulations.
• Advanced proficiency with Encompass LOS including pipeline mgmt and eFolder.
• NMLS registration or willingness to obtain as required by state law.

Responsibilities

• Lead and develop a team of HELOC Loan Processors and Closers.
• Oversee end-to-end HELOC origination workflow from application to funding.
• Ensure regulatory compliance and conduct regular quality audits.
• Monitor pipeline metrics and address performance gaps proactively.
• Coordinate with underwriting, title/closing, and vendors to remove blockers.
• Provide training and career development for team members.

Skills

Mortgage operations

Supervisory experience

HELOC processing/closing

TILA/Reg Z knowledge

Encompass LOS

Regulatory compliance

Team leadership

NMLS registration

Tools

Encompass LOS

Job description

Location: Palm Bay

Grade: E2

Title: Manager - Processing & Closing

Number of Positions: 01

We have a new opportunity in the Mortgage - Manager - Processing & Closing

Minimum Criteria

• 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 with loan officers to provide regular pipeline updates, exception reporting, and recovery plans for any file at risk of timeline miss.
  • Maintain regular communication with title companies, closing counsel, and other third-party vendors on behalf of the team.

MinimumQualifications & Skills

• Required Qualifications

  • Minimum 5 years of mortgage lending operations experience, with at least 3 years in a supervisory or management role overseeing processing, closing, or underwriting teams.
  • Direct hands‑on experience as a HELOC Loan Processor and/or HELOC Loan Closer, with a deep understanding of both processing and closing workflows.
  • Expert knowledge of TILA/Reg Z, RESPA/Reg X, ECOA/Reg B, HMDA/Reg C, Flood Disaster Protection Act, and wire fraud prevention as they apply to HELOC origination.
  • Advanced proficiency with Encompass LOS, including pipeline management, milestone tracking, eFolder organization, underwriting condition management, and reporting.
  • Proven track record of leading, developing, and retaining high-performing teams. Demonstrated ability to manage performance, conduct disciplinary actions, and create a positive work culture.
  • Strong analytical skills - the ability to interpret metrics, identify trends, and drive data‑informed decisions.
  • Excellent written and verbal communication skills, with the ability to interface effectively with senior management, team members, loan officers, third‑party vendors, and regulators.
  • NMLS registration or willingness to obtain registration as required by state law.

• Preferred Qualifications

  • Credit union lending experience and familiarity with NCUA regulatory environment.
  • Portfolio Underwriting knowledge of mortgages and/or HELOCs
  • Knowledge of Texas home equity lending requirements, New York attorney closing requirements, or other state‑specific HELOC regulations.