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
