Due Diligence Quality Manager

The Quality Manager supports the Director of Quality and Global Enablement in overseeing the quality of work within the Due Diligence Operations team and assists in managing relationships and training for the CA and CAPL teams. This role is responsible for working closely with leadership to coach, mentor, and develop new and existing staff to ensure quality expectations are met.

Responsibilities:

• Manage a team of Due Diligence Quality Control Underwriters; responsible for performance management, positive morale, and feedback/coaching.
• Collaborate with leadership to ensure client SLAs are met as it relates to Quality Control reviews.
• Assist in the development and maintenance of quality reporting for Due Diligence Production staff.
• Monitor and analyze ongoing quality metrics for production staff and communicate results to leadership.
• Seek out opportunities for quality improvement, collaborate with internal stakeholders in developing a resolution, present recommendations to leadership, and assist in the creation of Quality Control policies and procedures as well as technology implementation and resolution testing.
• Ensure timely responses are provided to escalated quality inquiries from internal business partners
• Assist Director of Quality and Global Enablement with the creation and updating of Deal Guides specific to individual client scopes of work as well as all general training material.
• Maintain knowledge on system functionality and system updates or releases that may impact loan review quality and workflows. Coordinate and communicate necessary quality-related process and procedure changes to internal stakeholders.
• Assist Director of Quality and Global Enablement in maintaining training objectives and curriculums for both CA and CAPL teams, creating consistency in the audit review process.
• Maintain a strong level of knowledge on individual client scopes and expectations
• Training new hires may be required on an as needed basis.
• Assist Director of Quality and Global Enablement in providing oversight, close management and development of team members within their initial 90-120 days of employment to ensure a smooth transition from training into production.
• Perform reviews to ensure loans meet established quality standards, providing additional guidance and training, as required.
• Track completion of ad-hoc quality projects and ensure performance meets quality requirements.
• Work with leadership to create performance improvement plans and provide one-on-one coaching for team members failing to meet quality expectations.
• Assist leadership in assessing the performance of operations staff and associates for engagement and year-end performance reviews.

Required Education and Experience:

The ideal candidate will have a thorough knowledge of mortgage process and experience in managing quality of the post-closing Due Diligence process.

• Minimum of 2 years people leadership.
• Bachelor’s degree (BA/BS) preferred in business, economics, statistics, or a related field of study.
• Minimum of 5 years in Secondary Market Mortgage Due Diligence experience and demonstrated ability to interpret and apply mortgage industry regulations and guidelines.
• Computer Skills: Strong background with the use of computer programs used to manufacture or review mortgage loans and advanced knowledge of Microsoft Office product suite, specifically Excel.
• Excellent written and verbal communication skills; emotional intelligence (EQ).
• Ability to effectively facilitate meetings, develop quality reports and to report out the monthly results to senior management
• Soft skills: Time management, organization, thoughtfulness, reason and problem-solving, and professional communication.

This position is eligible to receive an annual discretionary bonus.

Benefits:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life & Disability Insurances