Director of Loan Processing Operations

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We are a venture-backed, tech startup seeking an exceptional Director of Loan Processing Operations to lead and scale our nationwide third-party mortgage processing team. This is a senior, hands-on leadership role for someone who has personally run large, high-volume mortgage operations and knows exactly what an optimal processing workflow should look like from intake to funding. The ideal candidate has deep experience from the ground up as a residential mortgage loan processor, has managed teams processing 1,000+ active loans in pipeline, and thrives in a fast-moving startup environment where operational excellence and structured processes must coexist with rapid innovation. If this sounds like you and you also enjoy the flexibility and leadership opportunity that comes with working at a fully-remote tech startup, we would love to hear from you! Responsibilities Operational Leadership Strategy Design, build, and continuously optimize a high-volume, scalable loan processing operation handling hundreds to thousands of residential mortgage loans simultaneously. Establish and enforce a team-based processing model, from loan registration to closing funding. Create the operational blueprint for how loans flow through our proprietary, AI-powered software platform, ensuring speed, quality, and regulatory compliance. People Management Recruit, train, lead, and mentor senior mortgage loan processors, junior support staff, and operations manager, and team leads. Create workload allocation models to maximize processor throughput and ensure SLAs are consistently met. Manage performance standards, coaching plans, and incentives tied to quality, speed, and customer satisfaction. Process Workflow Optimization Develop and refine SOPs that minimize errors and reduce time to close. Identify bottlenecks, root cause issues, and workflow gaps; implement corrective action quickly. Provide feedback on workflow design, tasking systems, document handling, SLA automation, and supporting tools. Quality Compliance Ensure accurate, compliant disclosures and loan file documentation. Maintain high standards of data integrity across LOS, lender portals, and internal systems. Own quality control initiatives to reduce file errors and post-closing issues. Client Experience Maintain strong relationships with our clients, independent mortgage brokers. Resolve client service issues, analyzing the root cause of issues, speaking to clients when an escalation is requested, and improving processes to prevent recurring problems. Drive measurable improvements in turn times, processor responsiveness, borrower satisfaction, and client retention. Required Experience Qualifications General Industry Experience 10+ years of experience in residential mortgage loan processing and operations. Previously worked full-time as a residential mortgage loan processor. Managed large-scale processing operations with hundreds to thousands active loans in pipeline or equivalent high-volume responsibility. Experience processing for independent mortgage brokers (not exclusively retail lenders or bank mortgage departments). Proven success managing team-based processing structures (registration, disclosures, order outs, submissions, conditions, closing). Tech-savvy and comfortable with: Google Workspace, Google Calendar, LOS systems, Calendly, video calls, Slack, email templates, screen sharing, etc. Leadership Qualities Highly organized, proactive, and operationally rigorous. Strong people leader with the ability to coach, motivate, and elevate processing teams. Excellent communicator; able to work cross-functionally with product, engineering, operations, and broker partners. Startup-ready mindset: adaptable, resourceful, fast-moving, and positive under pressure. About House Numbers. The U.S. mortgage industry originated 4.3 million loans in 2023, with $25 billion in origination labor costs. House Numbers is transforming inefficient, outdated processes in a slow-moving sector with an AI-power

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