Processing Coordinator Manager

 

Local or 100% Remote

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 15,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Remote First Culture, Genuine Connection: Work from anywhere in the U.S., while staying closely connected through virtual collaboration, team gatherings, and a people-first culture.

 

About the role

We are seeking a customer-obsessed and performance-driven Manager to lead our Processing Coordinator (PRC) team supporting Point Home Equity Investment operations. The Manager of Processing Operations will be on the front lines of ensuring homeowners are supported with clarity, accuracy, and empathy throughout the HEI process, while simultaneously driving operational excellence that ensures quick time-to-fund.  This role requires balancing speed, accuracy, and customer experience, ensuring that Processing Coordinators deliver both exceptional service and operational efficiency.

 

Your responsibilities 

Leadership & People Management

• Lead, coach, and develop a team of Processing Coordinators (PRC) to deliver best-in-class homeowner support while meeting productivity and SLA goals.
• Instill a culture of customer empathy, ownership, and accountability in every homeowner interaction.
• Provide consistent feedback, 1:1s, and career development support to ensure team members are growing while maintaining high performance.

Customer Experience Ownership

• Serve as the voice of the homeowner during the production process, ensuring escalations, questions, and blockers are addressed quickly and thoroughly.
• Monitor homeowner communications (calls, SMS, email) for quality, tone, and clarity, ensuring Processing Coordinators provide a positive and supportive experience.
• Partner with multiple cross functional departments and client stakeholders to improve communication playbooks, messaging, and escalation handling to reduce homeowner effort and confusion.
• Drive a mindset where every interaction builds trust and keeps cases moving toward funding.

Operational Oversight

• Ensure all task queues and aged follow-ups are managed with urgency, accuracy, and within SLA standards
• Balance workloads across the team to maintain steady progress toward quick time-to-fund while preventing bottlenecks.
• Track team performance daily and weekly, adjusting tactics to keep quality and turnaround aligned with goals.
• Collaborate with Account Coordinators (AC), Insurance Coordinators (IC), Processors (PR) and Closers (CL) to resolve issues quickly and keep homeowners informed.

Quality, Compliance & Risk Management

• Ensure homeowner data is handled with integrity and in compliance with all data-privacy and client security standards.
• Drive the team to meet ≥95% QA accuracy on communications and data updates.
• Conduct regular call/listen-ins, case audits, and feedback sessions to ensure consistency of homeowner experience.

Continuous Improvement & Documentation

• Identify and escalate recurring homeowner pain points, system defects, or process inefficiencies that delay time-to-fund.
• Maintain and refine SOPs, scripts, and quick-reference guides with a focus on both CX and operational efficiency.
• Partner with QA and Workforce Planning to design metrics and reporting that track both homeowner experience and processing speed.

Stakeholder Engagement

• Act as the first point of escalation for Processing Coordinators on homeowner cases, ensuring fast and effective resolution.
• Partner with all relevant stakeholders to align expectations on CX standards, performance goals, and systemic improvements.
• Represent the Processing team in cross-functional discussions, ensuring homeowner needs are prioritized alongside operational targets.

 

About you 

The right candidate will bring a blend of customer experience leadership and operational management in a high-volume environment. Specifically:

• 4–6+ years in operations or customer support (Lending services background preferred).
• At least 1–2 years managing teams with a focus on CX and production workflow delivery.
• Proven ability to manage frontline staff delivering customer-facing communications (calls, SMS, email).
• CRM experience (Salesforce or equivalent); comfortable with case management, queue oversight, and audit trail standards.
• Strong communication skills, written and verbal, with the ability to coach for empathy, clarity, and professionalism.
• Analytical skills with proficiency in Google Sheets/Excel (filters, pivot tables, VLOOKUP/XLOOKUP, COUNTIFS, IF, etc) preferred.
• Experience in financial services, lending, or insurance operations is a strong plus.
• Background in QA frameworks, root-cause analysis, and SOP refinement preferred.

 

Our benefits 

• Generous health benefits: We provide comprehensive medical, dental, and vision plans with options for flexible spending accounts (FSA) and health savings accounts (HSA).
• Unlimited paid time off: Recharge with unlimited paid time off and 10 company holidays. 
• Flexible remote and onsite work: Our teams work from many different locations and time zones. We support fully remote work and also have an amazing in-person environment in our downtown Palo Alto, CA HQ. 
• Fully paid parental leave: Point will supplement state Paid Family Leave (PFL) so employees receive 100% of their regular base pay, plus two additional weeks of fully paid leave after state PFL ends. In states without PFL, Point offers up to 8 weeks of paid parental leave. In addition, employees also receive 4 weeks of fully paid transition time, during which you may work 2–3 days per week while receiving full base pay.
• Equity: We offer meaningful equity because we believe in sharing the value you help create. Your contributions directly impact our growth, and your equity gives you a stake in our future success. 
• Financial wellness:  We provide 401K retirement plans for employees as well as guaranteed life insurance and short- and long-term disability coverage. 
• Extra work/life benefits: We provide monthly stipends for internet, mobile plans, wellness perks, and a one-time home office reimbursement. 

 

Compensation at Point will be determined by skills, experience, and geographic location. Point has identified the expected annual base salary for this role at this level based on the market by tiers (Region | Location | Market Salary):

• Tier 2 | Chicago, Austin, Denver, Boston, Washington DC, San Diego, Portland, Sacramento, Philadelphia, Los Angeles & Santa Barbara | $91,000
• Tier 3 | All other US metro areas | $81,000

This does not include any other potential components of the compensation package, including equity, benefits, and perks outlined above. At the launch of each position, we benchmark compensation to the appropriate role and level utilizing competitive compensation data from various data sources as references. At the offer stage, we use the signal we received from our interviews, coupled with your experience, location, and other job-related factors, to determine final compensation.

 

Location Requirement: This is a remote position. However, candidates must reside in one of Point’s states of operation: AL, AZ, AR, CA, CO, CT, DC, FL, GA, IL, KS, KY, MA, MD, MI, MN, MO, NH, NV, NJ, NY, NC, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI.

 

Point is proud to be an equal-opportunity employer. We provide employment opportunities regardless of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class. Each individual at Point brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates more innovative products, provides better services to customers, and helps us all grow and learn.