Home Lending Manager I

Make an impact on customers during one of life’s biggest financial decisions. In this role, you will lead a team that supports a high-quality home lending experience from application through closing. You will set priorities, coach performance, and remove obstacles so work moves efficiently and accurately. You will also partner closely with stakeholders to improve processes while maintaining strong risk and compliance practices.
Job summary
As a Home Lending Manager in the Home Lending Support team, you lead a team of Home Lending Assistants and help deliver a consistent, high-quality customer experience throughout the origination process. You partner closely with Home Lending Advisors and internal stakeholders to set daily priorities, resolve exceptions, and drive continuous improvement. You balance service excellence, operational rigor, and risk discipline to help the team meet customer and business outcomes.
Job responsibilities
Lead, coach, and develop a team of Home Lending Assistants supporting the home lending origination process
Set daily workflow priorities, assign work, and coordinate team coverage to meet service-level commitments
Partner with Home Lending Advisors to support sales activity, pipeline progress, and a strong end-to-end customer experience
Monitor pipeline milestones from document collection through underwriting decisions, closing preparation, and funding support
Review and resolve exception items and complex cases, escalating appropriately and ensuring timely resolution
Manage performance through regular feedback, coaching, and documented goal-setting aligned to role expectations
Support hiring, onboarding, training, and retention efforts to build a strong and inclusive team culture
Communicate clearly across the team and with business partners to align on priorities, risks, and customer needs
Identify process gaps and implement improvements to enhance accuracy, efficiency, and customer experience
Oversee team participation in departmental projects and change initiatives, ensuring adoption and readiness
Required qualifications, capabilities and skills
People management experience with direct responsibility for coaching, development, and performance management
Experience supporting home lending and/or mortgage origination activities in a customer-facing operations environment
Ability to manage daily workflow planning, work allocation, and competing priorities in a fast-paced setting
Ability to handle escalations and resolve complex customer or employee issues with sound judgment
Demonstrated ability to coach phone-based customer communication and service behaviors
Proficiency in pipeline management and tracking milestones through the origination lifecycle
Knowledge of compliance expectations relevant to home lending operations and an ability to follow documented procedures
Strong written and verbal communication skills, including the ability to influence internal and external partners
Strong problem-solving and conflict resolution skills, including the ability to delegate effectively
Proficiency using Windows and Microsoft Office tools for documentation, analysis, and reporting
Preferred qualifications, capabilities and skills
5 years of people management experience
Experience leading teams within a large operations department or shared-services environment
Bachelor’s degree
Experience partnering with customers and third parties (for example, real estate agents) to support timely outcomes
Experience supporting home lending originations across multiple US states and related process variations
Advanced proficiency with computer-based workflow tools and reporting