Job Description:
The Quality Control Manager is responsible for managing and collaborating with the outsourced vendor associated with quality control activities for various functional areas within Servicing operations and/or performing quality call monitoring reviews. These activities include reviewing and validating vendor testing of loans, documentation, and/or call monitoring quality reviews. This role may support quality control for both performing and non-performing loans. This role will serve as the conduit between the vendor and internal business line management and provide credible challenge and rebuttals to accomplish goals.
Responsibilities:
- Manages and collaborates with the outsourced vendor associated with quality control activities for various functional areas within Servicing operations and/or performing quality call monitoring reviews for performing and non-performing loans; directs vendor resources as needed
- Conducts quality reviews to validate vendor testing of loans and documentation and/or call monitoring quality reviews
- Reviews and validates the accuracy and completeness of all vendor test results to ensure risks are properly identified and the controls in place for regulatory compliance
- Communicates vendor test results to business line management including observations, gap analysis, deficiencies, and/or enhancement opportunities to quality control activities
- Serves as a conduit to facilitate credible challenge and rebuttals between the vendor and internal business line management to accomplish goals; escalates issue thresholds in accordance with established policies and programs
- Identifies and communicates potential for emerging issues and proactively recommends quality control improvement opportunities and solutions
- Collaborates and communicates effectively with key business partners for all quality control activity and concerns
- Generates and reports on testing and test trending results for Quality Control leadership and business unit management review
- Effectively collaborates with Quality Control leadership team, shares ideas and best practices
- Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards
Qualifications:
- Bachelor's degree or equivalent required
- 7+ years of relevant mortgage servicing experience including risk management, audit and/or related quality control experience and a general understanding of risk and control concepts and terminology
- Knowledge of sound risk management practices for mortgage servicing functions and demonstrated understanding of quality control, risk management and internal control principles
- Ability to provide credible challenge to key business partners
- Ability to comprehend and translate Compliance requirements for federal and state regulations as well as FNMA, FHLMC, GNMA, VA and FHA investor guidelines and requirements
- Ability to analyze and credibly assess the effectiveness of risk management and quality controls, as well as the operational and financial impact of findings and control issues
- Ability to review and analyze large amounts of documentation and data
- Strong analytic skills to identify quality control patterns/trends within and across business functions
- Ability to recognize and understand how to assess process quality control risks
- Excellent problem resolution and organizational skills
- Excellent interpersonal and communication skills, written and verbal
- Ability to work effectively across the organization to ensure that quality controls are effectively implemented and monitored
- Results oriented
- Strong Microsoft Office suite, particularly Word, Excel, PowerPoint, and SharePoint, skills
- Ability to work independently as a highly motivated team player and self-starter
- Willingness to travel required
