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Supervisor, Operations - Retail Processing

Job ID: 1002368

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Job Description

Under the supervision of the Operations Manager, the Retail Processing Supervisor's objective is to ensure the team members are within required guidelines based on processes set forth in the process guides. The Supervisor will supervise a team of processors ensuring team performance and service levels are met; communicating with sales to ensure issues are quickly resolved; and regularly communicate with management on status and issue in regard to production and processes.

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Examples below:

  • Manage retail processing staff and overall pipeline of active loans
  • Work closely with Operations Manager in further refinement of processes
  • Train and advise staff on how to resolve elevated loan and/or personnel issues
  • Complete monthly performance reviews and reporting
  • Manage performance improvement plans as necessary
  • Track and manage time off both approved and unscheduled
  • Audit HELOS on a weekly basis to make certain all team members are maintaining proper data
  • Manage workflow and the overall pipeline to ensure all turn-times are being maintained
  • Assist Operations Manager with Coordinating and leading team meetings as needed
  • Coach team members to become experts in their positions
  • Assist the Operations Manager in developing and facilitating department standard and procedures
  • Mentor staff in solving quality control issues within the Operations department
  • Develop and conduct training for new hires
  • Work on projects as assigned by the Operations Manager
  • Report weekly and monthly pipeline performance
  • Work to resolve escalated loan level issues prior to further escalation to Operations Manager
  • Work with sales management on production and service as needed


To perform this job successfully, an individual must have the following education and/or experience:

  • Two years of leading or supervising a team preferred
  • Two years of processing, pipeline management or underwriting experience or other management experience required
  • Bachelor degree or equivalent combination of education and experience preferred
  • Ability to communicate effectively, both orally and in writing
  • Ability to prepare routine administrative paperwork
  • Organizing and coordinating skills
  • Ability to develop and maintain files and records
  • Ability to manage time effectively and prioritize tasks
  • Demonstrated skill in the use of personal computers and related software applications
  • Knowledge of customer service standards and procedures
  • Good customer service skills, attention to detail, and reliable
  • Employee must work well under pressure, meeting multiple and sometimes conflicting deadlines
  • Demonstrate cooperative behavior with colleagues and supervisors at all times

Training / Licensing Requirements:

  • Must pass the Company's Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

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