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Home Equity Processing POD Manager

Operations, Mortgage

Johnston, Rhode Island, United States

One Citizens Bank Way

Req. Number: 215827

Full/Part Time: F

Shift: 1st Shift


Rare opportunity to lead a diverse team in our thriving Home Equity business!

The Operations Group Manager is also referred to as the POD manager. This position is responsible for leading a team of underwriters and 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. The POD manager has $1 million in lending authority and will be called upon to underwrite the larger dollar size and more complex home equity line of credit applications. 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.

  • 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
  • Concur on credit decisions that exceed individual u/w lending authority
  • Pipeline Management
  • Develop metric driven scorecards & solutions
  • Load balancing
  • Pipeline prioritization
  • Project Management
  • Improvement In Execution
  • Route cause identification & remediation
  • Lead tech backlog & prioritization for operational improvements


  • Bachelor’s degree preferred
  • Minimum of 2 years management experience
  • 5 years home equity or mortgage processing or underwriting experience
  • Excellent written and oral communication skills
  • Strong Microsoft Office skills

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Hours and Work Schedule

Hours per Week: 40

Work Schedule: M-F 8-5


We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

View Benefits

Awards We've Received


Human Rights Campaign Best Places to Work for LGBTQ Equality


Dave Thomas Foundation Best Adoption-friendly Workplace


DiversityInc Top 50 Companies for Diversity


Military Friendly Employer