Mortgage Operations Manager

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, and NFX, Tomo is poised to become one of the most valuable fintech startups of our generation.

Tomo is expanding our mortgage operations team, and we're on the hunt for a standout leader to drive our success as a Mortgage Operations Manager. In this role, you will oversee a dynamic team of Mortgage Loan Processors, ensuring accuracy and compliance in loan applications while fostering a customer-centric culture. This will be a hands-on manager role, both leading and performing tasks alongside the team.

Your leadership will be pivotal in achieving on-time closings and delivering an exceptional experience to our clients. We are seeking a powerful “driver ” with a strong voice who loves driving action and outcomes (your friends probably call you the commander :-). You are a strategic thinker with a strong background in mortgage processing, adept at leading teams, optimizing workflows, and enhancing customer satisfaction.  

You will have a powerful voice with our product development team - if you have long dreamed of fixing and modernizing an LOS then this will be a dream job. We hear and see our operations team and they operate on an equal level with sales. 

Location: This role is based in our NYC office Monday-Wednesday, with remote flexibility on Thursdays and Fridays. 

Key Responsibilities:

• Leadership & Team Management: Lead and mentor a team of ~10 Mortgage Loan Processors, serving as a point of escalation for complex issues and ensuring high performance and professional growth within the team.
• Daily Production: Oversee company pipeline such that the team:
• adheres to SLAs 
• maintains high standards of accuracy and compliance
• ensures quality submissions to Underwriting
• conducts timely follow-ups to prevent bottlenecks in the process 
• coordinates successful closings on time
• Customer Experience: Train team on customer service skills, both in written and verbal communications with agents, customers, and internal teams.
• Process Improvement: Identify and implement process improvements to enhance efficiency and effectiveness within the mortgage processing team. Help shape our tech and facilitate the rollout of new system enhancements.

Required Skills & Qualifications:

• Mortgage Expertise: Deep understanding of the mortgage lending process and experience in managing mortgage loan processing teams.
• Leadership: Proven track record in team management, with the ability to inspire, guide, and support team members to achieve organizational goals.
• Communication: Excellent written and verbal communication skills, with the ability to effectively interact with customers, agents, and internal teams.
• Detail Orientation: Strong attention to detail and commitment to maintaining high quality standards.
• Customer-Centric: Demonstrated commitment to delivering an exceptional customer experience.
• Technology Savvy & Future State Thinking: Proficiency in leveraging technology to improve processes and drive innovation, with a forward-thinking approach to envisioning and implementing future enhancements in the mortgage industry.

Preferred Qualifications:

• Bachelor’s Degree
• 3-5 years of experience in mortgage loan processing, specifically with purchase transactions
• 1-2 years of experience of managing a mortgage loan processing team
• Experience with Byte Pro or Encompass software preferred, not required

What’s in it for you:

• Innovation: Opportunity to shape our tech in partnership with our Product and Engineering organization.
• Measurable results: Ability to drive change and improve processes for our Operations team to improve our customer experience in a measurable way.
• Equity ownership: All teammates receive stock options.