Director of HELOC Operations

About this role

ABOUT OUR COMPANY:

The crushing weight of debt is something that we believe holds people back from reaching their dreams and making a splash in the world. So in 2013, after seeing our friends and family struggle with student loans, we created Splash Financial. Over the years, our mission has expanded to include helping people with other forms of debt - such as refinancing credit cards, which are at all time highs in the US. And we’ve been able to refinance $6+ Billion in loans through our network of Splash, powered credit union and bank partners who leverage our marketplace and automated loan processing technology. And we’ve raised over $135 million from investors like partners of DST Global, Citi Ventures, TruStage Ventures, Northwestern Mutual Future Ventures, Detroit Venture Partners, and more.

But at our core, we’re still that little company from Cleveland with a big dream: to make people more powerful than their debt and we’re just getting started..

ABOUT OUR WORKPLACE:

Splash is remote-first, and proud of it — though our collections team works in-person at our Arizona location.

We spend our days simplifying financial products and getting them into the hands of people who need them most. Right now, we’re focused on building financial technologies that fundamentally transform how the industry lends.

Although Splash has been around since 2013, we still operate like a startup — fast-paced, nimble, and full of heart. We’re good people who care deeply about doing meaningful work and we approach challenges with creativity, passion, and urgency.

And to hire the best, we provide the best: great health insurance, competitive salaries, and unique benefits like quarterly meet-ups and access to engagement tools that keep us connected — even from afar.

At Splash, everything we do is guided by our values:

Own It – We take full accountability and follow through on commitments.

Raise the Bar – We move fast, innovate faster, and push through barriers.

Say the Hard Thing – We speak up with honesty, respect, and a desire to solve problems and make things better.

Elevate Each Other – We win as a team by lifting each other up.

These values show up in how we work and how we connect — whether we’re collaborating on big projects or bonding over everyday moments. Yes, we even have Slack channels for #kids-and-pets and #food because we believe being human makes us better teammates.

ABOUT THE ROLE:

Splash Financial is seeking a driven, detail-oriented operations leader to build and scale the day-to-day operational infrastructure of its HELOC business. Reporting to the SVP of Operations, the Director of HELOC Operations will bridge strategy and execution—translating business objectives into high-performing workflows, compliance frameworks, and seamless lending partner and borrower experiences. This leader will own the full operational lifecycle of the HELOC product, from origination and processing through closing and post-close handoffs, while continuously improving efficiency and quality at scale.

This is a remote role based out of the Cleveland area, and the ideal candidate is a process-driven operator with deep HELOC expertise, a bias for action, and the ability to build from the ground up in a fast-moving, entrepreneurial environment.

If you have hands-on experience managing HELOC operations at scale—from underwriting and processing to vendor management and regulatory compliance—this role is for you!

WHAT YOU'LL DO AT SPLASH:

• Own end-to-end HELOC operational processes including loan origination, processing, underwriting support, closing, and post-close servicing handoffs. Ensure every step runs with consistency, speed, and quality

• Build and continuously improve scalable workflows, SOPs, and quality control frameworks that can support rapid volume growth without sacrificing the borrower or partner experience

• Partner closely with Product and Technology teams to identify operational bottlenecks and drive process automation, tooling improvements, and efficiency gains

• Manage, develop, and grow a high-performing operations team; recruit, coach, and retain A-players capable of scaling with the business and owning their domains

• Oversee lending partner onboarding and operational integration, ensuring seamless connectivity, clear communication, and a consistently high-quality partner experience

• Monitor key operational metrics—cycle times, pull-through rates, error rates, and satisfaction scores—and drive continuous improvement initiatives to consistently hit business targets

• Ensure operational compliance with applicable federal and state regulations (TILA, RESPA, HMDA, state licensing), working cross-functionally with Legal and Compliance to embed regulatory rigor into every process

• Serve as the primary escalation point for complex operational issues and partner inquiries, resolving problems quickly, systematically, and with a root-cause mindset

WHAT YOU'LL BRING TO SPLASH:

• Must reside within 75 miles of our Cleveland office for occasional in-office collaboration and to support state licensing/compliance requirements

• 7+ years of experience in HELOC or mortgage operations (TPO experience a plus), with at least 3 years in a leadership role managing teams and building or improving operational processes at scale

• State-specific mortgage loan originator (MLO) licenses, (California DRE Real Estate Salesperson License MLO License Endorsement Preferred)

• Deep knowledge of HELOC origination workflows, regulatory requirements (TILA, RESPA, HMDA, state licensing), and industry best practices across the full loan lifecycle

• Proven track record of building and scaling operational teams and processes in a high-growth, technology-forward lending environment; experience standing up new operations from scratch is a plus

• Strong analytical skills with ability to use data to diagnose bottlenecks, forecast capacity needs, and drive measurable, sustained operational improvement

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