Processing Development Specialist

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:
The Processing Development Specialist is a specialized, non-producing role focused on onboarding, training, and performance support for Loan Processors across the Corporate Processing and Consumer Direct Teams. This role is designed to accelerate processor readiness, improve retention, and ensure consistent, high-quality support for new and underperforming team members.

Job Responsibilities:

• Deliver structured onboarding for newly hired processors post-training class.
• Provide newly hired processors with direct support for a minimum of 90 days or until the processor funds 20 units in a single month.
• Customize onboarding based on channel-specific workflows and individual learning needs.
• Assist in the creation and maintenance of onboarding job aids, training tools, and custom Encompass processing pipeline view setups.
• Provide 1:1 coaching for processors placed on performance improvement plans (PIPs).
• Help assess root causes of underperformance and identify areas for development.
• Create tailored coaching plans to address workflow gaps, system challenges, and product knowledge.
• Track processor progress and collaborate with leadership to determine readiness for full pipeline management.
• Serve as a real-time resource for processors encountering unfamiliar loan types or operational challenges.
• Offer refresher sessions and targeted support for specific workflows or loan programs.
• Help new processors transition to holding full pipelines between 40-50 units, achieving 20+ funded units within their first 90 days of employment.
• Partner with Regional Managers and Team Leads to identify training gaps and support needs.
• Collaborate with Training and Development teams to refine onboarding materials and SOPs.
• Provide feedback to improve system usability and workflow efficiency.

Qualifications and Skills:

• High School Diploma or equivalent.
• 5+ years of experience in the mortgage industry. 
• 3+ years of residential mortgage processing experience.
• 1+ year of loan processing or underwriting experience at CCM.
• Experience with Conventional, Non-QM, FHA, VA, USDA, and Bond loan programs.
• Experience with Encompass. 
• Advanced understanding of CCM systems, workflows, and loan products across all processing models.
• Knowledge of RESPA guidelines, all mortgage and consumer lending regulations, Regulation Z and Regulation B requirements, and loan documents.
• Skill in coaching, mentoring, and effectively communicating with cross-functional teams.
• Skill in adapting coaching strategies to individual processor needs and learning styles.
• Excellent problem-solving skills to be proactive, anticipate needs, and adapt quickly to changing demands or unexpected challenges.
• Excellent math and analytical skills.
• Excellent communication skills.
• Skilled at prioritizing workloads to meet deadlines.
• Proficient knowledge of Desktop Underwriter (DU), Loan Prospector (LP), Microsoft Outlook, and Windows. 

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. 

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