Job Description

The Home Equity Processor Manager is also referred to as the POD manager. This position is responsible for leading a team of processors who support the fulfillment of the Home Equity Line of Credit (HELOC) product. Responsibilities include managing productivity, coaching colleagues, monitoring/addressing errors, and monitoring queues to ensure SLAs are met. The POD manager must also have an extensive knowledge of all income sources, including the ability to interpret personal and business income tax returns, and provide income verification expertise to the team. Ensure that all colleagues demonstrate outstanding customer service throughout all aspects of the HELOC origination.

Provide exceptional customer service in all written and verbal communications to both internal and external customers. Handle and resolve complex customer issues.
Mentor and train new and existing processors and underwriters to ensure adherence to policies and procedures. Prepare and conduct individual sessions for personal development plans and performance reviews for all team members.
Primary responsibilities include:

• Manage, mentor, and develop team members
• Handle customer complaint issues and responses
• Monitor queues and pipelines to ensure expectations are met
• Perform quality checks through report and call monitoring
• Pipeline Management
• Develop metric driven scorecards & solutions
• Load balancing
• Project Management
• Improvement In Execution
• Route cause identification & remediation
• Lead tech backlog & prioritization for operational improvements

Qualifications, Education, Certifications and/or Other Professional Credentials

• Demonstrated ability to lead teams in a high‑volume, deadline‑driven processing or operations environment

• Strong understanding of operational risk, controls, and compliance within consumer lending or home equity

• Proven experience driving process improvements that reduce cycle time while maintaining quality and customer experience

• Ability to analyze performance metrics (productivity, quality, cycle time, NPS) and take action to improve results

• Strong communication skills with the ability to partner effectively with sales, underwriting, servicing, business, risk, and technology stakeholders

• Change leadership experience, including guiding teams through new workflows, systems, or policy updates

• Prior leadership experience within a bank or financial services organization

• Experience working with origination platforms

• Background in continuous improvement

• Experience managing teams through periods of growth, change, or transformation

• Comfort using data and reporting to influence decisions and support executive updates

• Experience coaching and developing colleagues into future leaders

• Bachelor’s degree or equivalent combination of education and experience

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday 8am - 5pm
  • 4 days in office, 1 day remote (Franklin, TN)

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.