Licensed Operations Manager, HELOC

The Team

Upstart’s Home Lending Operations team focuses on delivering superior and speedy service through efficient and effective operational processes. We aim to provide high-quality support to our customers while maintaining a seamless experience across all touchpoints. This team plays a pivotal role in driving improvements and ensuring customer feedback is analyzed and acted upon.

As the Licensed Operations Manger, Home Lending at Upstart, you will be responsible for all the licensed processor performance and KPI’s. This will include but not limited to, call levels, daily production, quality and schedule adherence. This role will also be responsible for a reduced capacity of processing completed loan files. You will be conducting second-level reviews, and ensuring file quality. You will work closely with the Home Lending Vertical Team and will be an integral part of the development of this team.

Position Location - This role is available in the following locations: Columbus, OH.

Time Zone Requirements - This team operates on the East/West Coast time zones. 

 In-Office requirements - You will be required to work from the Columbus, Ohio office 1-2 days per week. Depending on business needs, agents may be asked to work from the office more often.

Travel requirements - As a digital first company, the majority of your work can be accomplished remotely, but this team has weekly in person collaboration days in the Columbus, OH office.

How you’ll make an impact:

• Manage and oversee the daily operations of the Licensing Processor Team ensuring efficient and effective workflows and processes.
• Help develop and implement strategies to optimize team performance and achieve department goals and targets.
• Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions as needed.
• Process completed files and conduct second-level reviews, ensuring file quality.
• Update the pipeline and manage escalations through phone and email channels.

What we’re looking for: 

• Minimum qualifications:
  • 3+ years of people management experience demonstrating strong leadership and interpersonal skills, with the ability to motivate and inspire others to achieve their full potential.
  • 5+ years working in the Home Lending industry.
  • Currently hold an NMLS license (Not a registration). The license can be out of date, but not expired.
  • Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.
• Preferred qualifications:
  • 5+ years of people leadership experience in an operations environment.
  • Servicing or Interim-servicing experience.
  • Previous background in Mortgage Underwriting.
  • Proven experience in independently managing and maintaining a loan pipeline.

What you'll love: 

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart 
• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday, vacation, sick and safety leave  
• Supportive parental, family care, and military leave programs
• Annual wellness, technology & ergonomic reimbursement programs
• Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
• Catered lunches + snacks & drinks when working in offices

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