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:
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
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
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.
Use our AI to tailor your resume for this Home Equity Processor Manager position at Citizens.