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Role Description

We are seeking a motivated and detail-oriented Processing Manager to lead our Processing team within Home Equity Investments (HEI). This team is responsible for title review, curative resolution, and direct customer engagement with homeowners who have questions throughout the processing journey. As Processing Manager, you will oversee daily operations of the processing pipeline, ensure curative issues are resolved efficiently, and foster a best-in-class customer experience while protecting the company’s lien position.

You will play a critical role in driving performance, scaling operations, and supporting revenue goals while ensuring a seamless homeowner experience. This position requires a strong balance of people leadership, operational discipline, and curative/title expertise, coupled with a keen focus on risk management and control frameworks that safeguard both customers and the business.

Your responsibilities

• Team Leadership & Oversight
  • Lead, coach, and develop a team of Processors responsible for title review, curative matters, and applicant communications.
  • Monitor individual and team performance against established SLAs, ensuring accountability for pipeline management and customer responsiveness.
  • Create a culture of ownership, collaboration, and continuous improvement.
• Operational Execution
  • Oversee day-to-day processing operations, ensuring timely and accurate resolution of curative issues (e.g., liens, trusts, probates, divorces, tax matters).
  • Partner cross-functionally with Account Management, Underwriting, Valuations, Closing, and Servicing to ensure seamless file handoffs and resolution of escalations.
  • Review and refine team procedures, controls, and reporting to ensure risk mitigation and regulatory compliance.
  • Manage pipeline health and proactively identify and address bottlenecks.
• Process & Technology Enablement
  • Partner with Product and Engineering to operationalize workflows and implement automation that increases team efficiency and scalability.
  • Identify and address process inefficiencies, ensuring corrective measures are implemented.
  • Establish and document best practices for title curative work, customer communication, and pre-closing preparation.
• Customer & Stakeholder Engagement
  • Serve as an escalation point for complex customer inquiries and curative challenges.
  • Collaborate with title agencies, external partners, and government offices to ensure accurate and timely information flow.
  • Partner with internal leadership to support company revenue and customer satisfaction goals.
  • Champion the customer homeownership journey by ensuring processes and communications are designed with the homeowner’s perspective in mind.

Qualifications

• 1+ years of experience managing a processing, curative, or mortgage operations team preferred.
• 3+ years of experience in mortgage processing, title curative work, or equivalent background in real estate/HEI operations.
• Strong knowledge of mortgage/title curative issues (e.g., tax liens, probate, trusts, divorce decrees) and resolution practices.
• Demonstrated ability to lead and motivate teams while balancing performance management and people development.
• Strong organizational skills with proven ability to manage large pipelines in a deadline-driven environment.
• Exceptional written and verbal communication skills; comfortable interacting with customers and cross-functional partners.
• Proficiency with G-Suite/Microsoft Office; experience in paperless workflows.
• Experience working with Product/Engineering teams to design or enhance operational processes preferred.
• High level of adaptability, problem-solving ability, and attention to detail.

Benefits

• Generous health benefits: Comprehensive medical, dental, and vision plans with options for flexible spending accounts (FSA) and health savings accounts (HSA).
• Unlimited paid time off: Recharge with unlimited paid time off and 10 company holidays.
• Flexible remote and onsite work: Support for fully remote work and an amazing in-person environment in our downtown Palo Alto, CA HQ.
• Fully paid parental leave: Supplement state Paid Family Leave (PFL) for 100% of regular base pay, plus additional paid leave and transition time.
• Equity: Meaningful equity to share in the value created.
• Financial wellness: 401K retirement plans, guaranteed life insurance, and short- and long-term disability coverage.
• Extra work/life benefits: Monthly stipends for internet, mobile plans, wellness perks, and a one-time home office reimbursement.