TPO Support Supervisor

The TPO Support Supervisor leads the team responsible for processing new wholesale broker applications, annual recertifications, and related administrative functions in support of the Sales team. This role oversees daily workflow and production of the TPO Support Specialists, ensures due diligence and compliance standards are consistently applied, and serves as the primary point of escalation for broker approval issues. The Supervisor must have strong attention to detail, sound judgment, and the leadership skills to develop a team while maintaining a fast-paced, high-volume production environment., · Supervise, schedule, and manage the daily workflow of TPO Support Specialists, ensuring timely and accurate processing of new broker packages and annual recertifications.

· Review and approve due diligence performed by the team, including background checks of principals, verification of licensure, company organizational structure, and financial review.

· Serve as the escalation point for complex or high-risk broker approval decisions, and make final determinations in coordination with Compliance leadership as needed.

· Train, onboard, and mentor new TPO Support Specialists on company policies, procedures, and systems (LOS, Smartsheet, theHUB).

· Monitor team communication with brokers and Account Executives via Smartsheet and email accounts, ensuring timely, professional responses.

· Audit broker profiles created and maintained in LOS for accuracy and completeness.

· Track team production, turn times, and quality metrics; report status and trends to Broker Desk and Compliance management.

· Identify process gaps and lead continuous improvement initiatives to increase efficiency and accuracy of the broker approval and recertification process.

· Partner with Compliance, Sales, and Servicing leadership on policy updates affecting broker approval standards.

· Conduct performance reviews, provide coaching and corrective feedback, and support staffing decisions for the TPO Support team.

· Maintain up-to-date knowledge of applicable regulatory requirements affecting broker approval and licensure verification.

· Excellent verbal and written communication skills.

· Proven leadership and team management ability.

· Strong decision-making and sound judgment on escalated or high-risk items.

· Customer service oriented.

· Strong attention to detail.

· Positive, can-do attitude.

· Self-motivated, flexible and disciplined.

· Ability to manage competing priorities in a fast-paced production environment.

· Strong organizational and time-management skills.

· Strong coaching, training, and performance-feedback skills.

· Willingness to advance or provide ideas to improve functionality of the department.

EDUCATION, TRAINING AND EXPERIENCE:

· High school diploma required; Bachelor’s degree preferred.

· 3+ years mortgage experience required, including prior broker approval or TPO experience.

· 1+ years supervisory or team-lead experience, preferred.

· Proficient with Microsoft Office products, required.

· Knowledge of Encompass, required.

· Knowledge of Smartsheet, required.

· Prior experience processing broker applications and recertifications, required.

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, $70-75K Per year

Pay: $70,000.00 - $75,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• Can you work 8am-5pm PST hours?