Loan Processor Team Lead (Supervisor)

Job Description

Job Description

Who we are

Tomo is a digital mortgage company on a mission to eliminate the greed and complexity in lending, helping homebuyers save thousands of dollars. Our AI-driven customer experience makes the lending process faster, less frustrating, and more affordable. By passing these savings directly to homebuyers, we eliminate excessive fees and inflated rates that cost Americans billions each year. Backed by top-tier venture investors, including Ribbit, DST, NFX and Progressive, Tomo is poised to become one of the most valuable fintech startups of our generation.

Location : New York, NY

Reports To : Loan Processing Manager

Type : Full-Time; Hybrid NYC (in office Mon-Wed, remote Thurs-Friday)

About the role :

At Tomo, we're on a mission to make the homebuying process simple, transparent, and memorable. Our Loan Processors are trusted guides for customers, helping them navigate from application through closing with confidence and clarity.

As a Loan Processor Team Lead, you will supervise a team of loan processors, ensuring accurate and timely completion of loan packages, managing escalations, training new hires, and maintaining communication between loan officers and processors. You'll take on increased volume while remaining committed to our core value of omotenashi : proactively anticipating and satisfying customer needs to deliver an exceptional experience. This role typically requires extensive experience in loan processing, strong analytical and problem-solving skills, and excellent communication and customer service abilities.

What You'll Do :

• Oversee all aspects of the Loan Processing Team including pipeline management of the team, employee development, coaching, training, quality control checks and performance management.
• Respond to Loan Processing Team loan level and system questions with accuracy, in a timely manner.
• Manage an individual pipeline and perform a thorough review and analysis of borrower's credit, income and assets as required by loan program before submitting the file to Underwriting.
• Perform quality control checks on the team's files to identify any training needs.
• Assist the team by completing required loan submission, resubmission and closing checklists.
• Monitor the team pipeline to ensure compliance as it pertains to RESPA, TIL, HMDA, Reg. B, and all mortgage related regulations ensuring SLAs and SOPs are met
• Monitor performance metrics and provide regular feedback to team members.
• Maintain and update knowledge of loan products, policies, and regulations.
• Develop and implement strategies to increase loan approval timelines and customer satisfaction.
• Deep dive on NPS detractor responses
• Resolve escalated customer issues and complaints.
• Collaborate with other departments to streamline loan processing procedures.
• Analyze loan data and generate reports for senior management.

What Makes You a Great Fit :

Preferred Qualifications :

What's in It for You?

Inclusive Culture : We celebrate diverse backgrounds, experiences, and perspectives. Whether your path into mortgage has been traditional or unique, you'll find a place to thrive here.

Compensation

On Target Compensation for this role is $95,000 per year depending on performance. This includes both base salary and variable compensation. There is also potential to earn above this with top performance on the team!

The expected annual compensation for this position will be between

$95,000—$95,000 USD