POSITION SUMMARY

The Manager – Quality Assurance is responsible for leading the company’s servicing compliance testing program and ensuring the effective execution of compliance monitoring activities across mortgage servicing operations.

This role manages a team responsible for conducting data-driven compliance testing and loan-level reviews to validate that servicing activities are performed in accordance with established policies, procedures, regulatory requirements, investor guidelines, and company standards. The Manager oversees testing execution, reporting, and issue management while providing leadership, coaching, and strategic direction to the team.

The successful candidate will possess strong mortgage servicing compliance expertise, exceptional communication skills, and proven leadership abilities. This individual will collaborate closely with Compliance, Operations, Legal, Risk Management, and business leaders to identify compliance risks, evaluate control effectiveness, and communicate testing results and trends to executive leadership.

DESCRIPTION

Essential Functions, Duties, and Responsibilities

• Lead, coach, develop, and manage a team responsible for servicing compliance testing and quality assurance activities.
• Provide oversight of data-driven compliance testing and manual loan-level reviews designed to validate that servicing activities are performed in accordance with established policies, procedures, regulatory requirements, investor guidelines, and company standards.
• Ensure testing is conducted in accordance with established methodologies, quality standards, regulatory requirements, investor guidelines, and company policies.
• Review and approve testing results, findings, and reports to ensure accuracy, consistency, and clarity.
• Present monthly compliance testing results, trends, root cause analyses, and emerging risks to leadership and other stakeholders.
• Collaborate with Compliance, Operations, Legal, Risk Management, and business partners to address issues, evaluate risks, and drive corrective actions.
• Monitor regulatory changes, servicing requirements, investor expectations, and industry trends to assess impacts on testing scope and compliance risk.
• Identify opportunities to enhance testing methodologies, reporting, controls monitoring, and overall program effectiveness.
• Oversee issue management, remediation tracking, and validation activities to ensure corrective actions are completed and effective.
• Evaluate testing results and trends to identify potential process breakdowns, control weaknesses, or emerging compliance risks.
• Maintain testing documentation, reporting standards, and quality control processes that support a consistent and defensible compliance testing program.
• Manage workload planning, resource allocation, prioritization, and performance expectations for the team.
• Foster a culture of accountability, continuous improvement, collaboration, and professional development.
• Perform personnel management responsibilities including performance evaluations, coaching, goal setting, engagement, training, and career development.

• Perform other duties as assigned.

Qualifications and Education Requirements

Required

• Bachelor’s degree.
• 6+ years of experience in mortgage servicing compliance, quality assurance, quality control, audit, risk management, or a related compliance oversight function.
• 2+ years of leadership or people-management experience.

• Demonstrated knowledge of mortgage servicing regulations, investor requirements, and compliance risk management practices.

Skills, Abilities, and Knowledge

• Strong leadership, coaching, employee development, and team-building skills.
• Excellent verbal, written, presentation, and interpersonal communication skills, with the ability to communicate effectively across all levels of the organization.
• Deep understanding of mortgage servicing processes, including collections, customer contact, loss mitigation, foreclosure, bankruptcy, escrow administration, and default servicing operations.
• Working knowledge of applicable federal and state consumer financial laws and regulations, including FDCPA, RESPA, TILA, UDAAP, FCRA, and other mortgage servicing requirements.
• Ability to interpret regulatory requirements and assess operational adherence through compliance testing and monitoring activities.
• Strong analytical, critical-thinking, and problem-solving abilities.
• Ability to identify root causes, evaluate risks, and develop practical recommendations for remediation.
• Strong organizational and project management skills with the ability to manage multiple priorities and deadlines.
• Ability to build effective relationships and influence stakeholders across business functions.
• Ability to communicate complex compliance concepts and testing results in a clear and concise manner.
• Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.

• Experience working with compliance-related reporting, dashboards, and performance metrics.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.