Loan Processor Supervisor

About the job:

The Loan Processor Supervisor, reporting to the Senior Manager, will provide leadership and guidance to Team Leaders and the Loan Processor team as customers are guided through the application process. As a supervisor, you will play an essential part in the execution of daily operations within the originations department as well as provide leadership to the team to meet and exceed key performance metrics and provide exceptional service to customers. The loan processing teams are remote, and creating a great work-from-home culture is critical to our teams’ success. This role is visible and cross-functional, requiring regular communication between all Operational Departments, Quality Assurance, Compliance, and others. This individual will be passionate about learning and mentoring others, team-oriented, have a ‘can-do’ attitude, and be comfortable working in a fast-paced environment. The Supervisor will oversee and coach Loan Processor productivity, especially as it pertains to their assigned team, and ensure adherence to compliance requirements and company procedures. 

Application Deadline: Friday, September 12, 2025

What you get to do:

• Lead and mentor a team of Loan Processors and Team Leads to meet department goals, fostering a collaborative and supportive environment.
• Ensure agents adhere to all established company, state, and federal policies and procedures regarding loan originations, servicing, regulatory compliance, and quality, thereby safeguarding both the business and consumers.
• Hire, train, and prepare employees to review loan applications in an effective and timely manner
• Implement and oversee departmental changes to ensure our systems and processes are being utilized effectively 
• Answer employee questions regarding best practices when reviewing loan applications
• Hold regular one-on-one meetings with employees to foster teamwork and strong performance
• Identify operational issues and suggest possible solutions 
• Monitor and evaluate employee performance, provide learning and/or coaching opportunities, and take corrective action when necessary
• Prepare reports and analyze data to monitor agent and departmental progress
• Work with other supervisors and management team members to support employees and maximize customer satisfaction
• Work with the Workforce Management team to ensure adherence to schedules and proper floor coverage 
• Foster an environment of collaboration and teamwork
• Perform other related duties as assigned

What you will bring to the team:

• Have at least 3+ years of experience in a customer service-related role with a minimum of 12 months of experience in managing contact center operations. 
• Knowledge of regulatory issues surrounding consumer lending products and guidelines 
• Experience in driving team goals and performance standards, with a track record of exceeding expectations
• Proven experience in developing and implementing continuous improvement initiatives
• Proven ability to effectively analyze data to manage standard work metrics, identify team opportunities, and present recommendations to the leadership team
• Ability to work efficiently in a high-demand, team-oriented, and fast-paced environment
• Experience in Salesforce or a similar Customer Relationship Management (CRM) system 
• Strong decision-making skills and the ability to resolve problems
• Excellent verbal and written communication skills required, with strong presentation skills
• Effective management skills and the ability to inspire and guide a team to achieve goals.
• Communicates consistently, with clarity and approachability.

Reports to:  Senior Manager of Loan Processing

Job Level:  Supervisor