Associate Vice President of Wholesale Processing

🏡 About Us

At eLEND, we are committed to delivering an exceptional mortgage experience through innovation, technology, operational excellence, and client-focused partnership. Our Wholesale organization plays a critical role in delivering a seamless lending experience for our Sales teams, broker partners, and borrowers.

The Wholesale Processing Leader is a senior operational leader responsible for leading eLEND's Wholesale Processing organization and ensuring loans move efficiently, accurately, and compliantly from submission through Processing and into Underwriting.

This role sits at the intersection of Sales support, client service, operational performance, compliance, and people leadership. You will lead both leaders and production team members while creating an operation where Sales and broker partners can count on Processing to be responsive, knowledgeable, solutions-focused, and accountable.

✨ Why This Role Matters

As the Wholesale Processing Leader, you will help create an operation where our Sales team and broker partners have confidence that their loans are moving with urgency, quality, and clear communication.

You will establish the standards for service, productivity, quality, accountability, and operational excellence across Wholesale Processing. You will partner closely with Sales, Underwriting, Closing, Compliance, Credit, Training, Technology, and other Operations teams to remove friction and improve the end-to-end loan experience.

Success means:

• Sales and broker partners know they can count on Processing.
• Team members understand what exceptional service and operational excellence look like.
• Leaders actively manage their businesses, pipelines, performance, and teams.
• Quality files reach Underwriting with fewer unnecessary touches.
• Issues are identified and solved before they become recurring problems.
• The organization balances speed and service with quality, compliance, capacity, and cost.

🛠️ Key Responsibilities

Wholesale Processing Leadership

• Provide strategic and day-to-day leadership for the Wholesale Processing organization.
• Lead both leaders and production team members while establishing clear expectations for service, productivity, quality, communication, ownership, and accountability.
• Create an operating environment where leaders are actively leading their businesses and team members understand how their work contributes to Sales, broker, and borrower outcomes.
• Establish consistent operating standards across the Processing organization.
• Lead through changing volume, priorities, technology, and business needs while maintaining a positive and solutions-focused environment.

🤝 Sales & Broker Partnership

• Serve as an operational extension of the Sales organization and build strong partnerships with Sales leaders and broker partners.
• Ensure Processing teams are responsive, knowledgeable, and solutions-focused.
• Help Sales support broker relationships by removing obstacles, answering questions, resolving issues, and keeping quality loans moving efficiently.
• Establish strong communication standards so partners understand what is needed, what is happening, and what comes next.
• Build trust through timely, proactive, accurate, and professional service.

🌟 Partner & Client Experience

• Set the standard for an exceptional Processing experience.
• Ensure partners receive clear communication and understand requirements throughout the loan process.
• Drive urgency and accountability while maintaining quality and compliance.
• Identify opportunities to reduce friction, unnecessary handoffs, delays, and repeat communication.
• Use partner feedback, service trends, and escalations to identify opportunities for improvement.

📊 Pipeline & Operational Performance

• Maintain close visibility into pipeline health, aging, turn times, workload, productivity, service levels, quality, and capacity.
• Establish and manage meaningful KPIs that measure Processing performance and its impact on the Sales and broker experience.
• Use data and reporting to identify trends, risks, capacity concerns, and opportunities for improvement.
• Hold leaders accountable for results and ensure performance issues are addressed proactively.
• Adjust resources and priorities based on business volume and operational needs.

🔍 Quality & Underwriting Readiness

• Establish expectations that files are accurately reviewed, documented, and prepared before submission to Underwriting.
• Partner closely with Underwriting leadership to identify recurring submission issues and opportunities to improve file quality.
• Reduce unnecessary touches, rework, and delays throughout the loan process.
• Monitor quality trends and translate findings into process improvements, training, coaching, and accountability.
• Partner with Quality Control, Compliance, Credit, and Underwriting to strengthen operational controls and file quality.

🚨 Escalations & Complex Issues

• Serve as the senior Processing leader for complex loan issues, Sales and broker escalations, exception requests, and client-service concerns.
• Ensure escalations receive timely attention, clear ownership, appropriate communication, and resolution.
• Balance service, risk, policy, compliance, and business needs when navigating complex situations.
• Identify recurring escalation themes and determine whether the appropriate solution requires process improvement, training, coaching, technology, or stronger accountability.

🔎 Root Cause & Continuous Improvement

• Look beyond individual loans or complaints to understand why issues occurred.
• Analyze trends across quality results, escalations, partner feedback, performance data, and operational metrics.
• Identify opportunities to simplify processes, eliminate unnecessary work, reduce cycle times, and improve technology or automation.
• Implement sustainable solutions rather than relying on short-term fixes.
• Continuously evaluate Processing workflows and identify opportunities to make it easier for team members, Sales, and broker partners to do business with eLEND.

👥 Leadership & Talent Development

• Coach and develop Processing leaders to effectively manage their teams, pipelines, performance, service levels, and results.
• Establish a culture of ownership, accountability, urgency, teamwork, quality, and client service.
• Identify opportunities to strengthen team member knowledge and capabilities.
• Identify and develop future leaders and create meaningful career-development opportunities.
• Partner with Training and subject-matter experts to address knowledge and skill gaps.
• Use quality results, escalations, partner feedback, performance data, and leader observations to identify development needs.

📚 Training & Development

• Identify training opportunities based on operational trends, quality results, performance gaps, and changes in requirements.
• Partner with Training and subject-matter experts to develop relevant and effective learning solutions.
• Ensure team members understand both the technical requirements of their work and the service expectations associated with the role.
• Reinforce learning through coaching, performance management, and ongoing operational feedback.

📈 Staffing, Capacity & Budget

• Develop staffing plans based on business volume, productivity, service expectations, capacity, and organizational needs.
• Ensure resources are aligned appropriately to support service levels and business priorities.
• Balance staffing, productivity, cost, quality, and partner experience.
• Oversee departmental expenses and staffing costs.
• Identify smarter ways to operate without sacrificing quality or the partner experience.

🔄 Cross-Functional Partnership

• Partner closely with Sales, Underwriting, Closing, Compliance, Credit, Training, Technology, and other Operations teams.
• Identify cross-functional dependencies and remove operational friction.
• Collaborate on changes that improve the end-to-end loan experience.
• Ensure Processing remains aligned with broader business priorities and operational goals.

⚙️ Process Improvement & Change Leadership

• Lead initiatives that simplify workflows, eliminate unnecessary steps, and improve operational efficiency.
• Identify opportunities for automation and technology enhancements.
• Help teams adapt to changing business requirements, technology, volume, and processes.
• Establish sustainable processes that improve productivity, quality, service, and team member experience.
• Encourage leaders and team members to challenge inefficient processes and bring forward ideas for improvement.

🛡️ Compliance & Operational Standards

• Ensure Processing practices align with applicable regulatory, agency, investor, and company requirements.
• Maintain appropriate policies, procedures, controls, and documentation.
• Partner with Compliance, Credit, Underwriting, and other subject-matter experts when requirements change.
• Reinforce a culture where operational speed never comes at the expense of compliance, quality, or risk management.

🌈 Culture & Team Experience

• Build a culture where urgency, ownership, accountability, teamwork, quality, and client service are demonstrated every day.
• Create an environment where leaders actively lead, team members feel supported, and performance expectations are clear.
• Encourage team members to identify problems, propose solutions, and continuously improve how work gets done.
• Develop a team that is knowledgeable, responsive, adaptable, and committed to delivering an elevated experience.

🎯 What You Bring

Mortgage Operations & Leadership

• 10+ years of progressive mortgage banking or mortgage operations experience.
• Significant leadership experience in Processing, Account Management, Wholesale Operations, or a related mortgage Operations function.
• Wholesale mortgage experience strongly preferred.
• Demonstrated experience leading both leaders and production team members in a fast-paced mortgage environment.
• Strong understanding of the mortgage loan lifecycle and how Sales, Processing, Underwriting, Closing, Funding, and other Operations functions work together to close loans.

🏠 Mortgage Product & Guidelines Knowledge

• Strong knowledge of Conventional, FHA, VA, OTC, DSCR, Renovation, and other applicable mortgage products.
• Working knowledge of agency and investor requirements.
• Understanding of applicable mortgage regulations and internal controls.
• Ability to balance service, business needs, risk, policy, and compliance when navigating complex loan scenarios.

🤝 Client Service & Sales Partnership

• Strong client-service mindset with demonstrated experience supporting Sales teams and external business partners.
• Proven ability to build relationships with broker partners, Sales leaders, team members, and executives.
• Ability to navigate complex loan scenarios, escalations, exceptions, and client-service concerns.
• Excellent communication and relationship-building skills.

📊 Operational Performance & Analytics

• Demonstrated ability to manage operational performance through productivity, turn times, quality, pipeline management, service levels, and capacity metrics.
• Strong analytical and problem-solving skills.
• Ability to translate data and trends into meaningful operational action.
• Proven ability to identify root causes, improve processes, reduce cycle times, and implement sustainable improvements.

👥 Leadership & Talent Development

• Strong leadership and talent-development skills.
• Experience with coaching, performance management, accountability, training, and succession planning.
• Ability to develop leaders and build high-performing teams.
• Ability to establish clear expectations while creating a positive, solutions-focused environment.

💻 Technology & Systems

• Experience with mortgage Loan Origination Systems such as Encompass.
• Experience with workflow technology, reporting tools, and business intelligence platforms.
• Ability to leverage technology and automation to improve operational efficiency and the partner experience.

🎓 Education

• Bachelor's degree or equivalent combination of education and relevant mortgage industry experience preferred.

📆 A Day in the Life

Your day may include:

• Reviewing Wholesale Processing pipeline health, aging, turn times, workload, and capacity.
• Meeting with Processing leaders to discuss performance, escalations, staffing, and business priorities.
• Partnering with Sales leaders to address broker concerns and remove obstacles.
• Reviewing quality trends and recurring submission issues with Underwriting leadership.
• Escalating and resolving complex loan scenarios and client-service concerns.
• Analyzing operational data to identify performance trends and root causes.
• Coaching leaders on performance, accountability, service, and team development.
• Partnering with Training to address knowledge and skill gaps.
• Collaborating with Compliance, Credit, Quality Control, Closing, Technology, and other Operations teams.
• Evaluating opportunities to improve workflows, automation, technology, and operational efficiency.
• Reviewing staffing and capacity needs based on current and projected volume.
• Managing departmental expenses and identifying opportunities to operate more efficiently.
• Communicating priorities, expectations, and business updates across the organization.
• Ensuring Processing practices remain aligned with regulatory, agency, investor, and company requirements.

💰 Compensation & Benefits

• Competitive compensation  $110K-$135K 
• Comprehensive medical, dental, and vision coverage
• 401(k) plan with company participation
• Paid time off and company holidays
• Professional development and career growth opportunities
• Access to tools, technology, and resources that support operational and client success
• Collaborative and growth-oriented team environment

💼 Worksite

Remote

• Senior leadership role responsible for the Wholesale Processing organization.
• Leads both Processing leaders and production team members.
• Partners closely with Sales, Underwriting, Closing, Compliance, Credit, Training, Technology, and other Operations teams.
• Requires strong visibility into pipeline performance, operational metrics, partner experience, staffing, quality, and business priorities.
• Responsible for driving operational performance while maintaining quality, compliance, and service standards.

How You'll Elevate the Experience

This role lives at the intersection of two eLEND values: Elevate Every Experience and Own It.

Every responsibility, from partner communication and pipeline visibility to quality submissions and escalation ownership, exists to make the loan process feel more seamless for our Sales team and broker partners, even when the work behind the scenes is complex.

As the senior leader accountable for Wholesale Processing, you will set the standard for what it means to take ownership of results, problems, service, quality, and people development.

You will create an operation where Sales and broker partners know they can count on eLEND, leaders are empowered and accountable for their businesses, and team members understand that exceptional service is not simply about moving quickly. It is about moving with urgency, accuracy, accountability, and care.

🌈 Equal Opportunity for All

At eLEND, we are committed to building a diverse and inclusive workplace where all team members are respected, supported, and empowered to succeed. Employment decisions are based on qualifications, experience, and business needs, ensuring equitable opportunities for all individuals regardless of background or identity.

💬 Stay Connected

Join today to connect with our team, stay informed about upcoming roles, and explore how your mortgage operations leadership, commitment to exceptional service, and passion for continuous improvement can help shape the future of wholesale lending at eLEND.