Job details
Job type full-time number of hires for this role 1
Qualifications
High school or equivalent (preferred)
Mortgage servicing: 5 years (preferred)
Us work authorization (preferred)
Full job description
The quality assurance manager must have a demonstrated ability to lead a large group of compliance staff and third-party contractors in remote and in-office environmentsThe candidate must have extensive knowledge in the areas of regulatory compliance, insurer/guarantor guidelines, client contractual agreements, tms policies and risk procedures, staff management as well as de-escalation and motivational techniquesThe position is expected to have operational experience in the core servicing systems, third party systems for insurers, guarantors and affiliated service providers and operations experience in areas such as customer service, collections, loss mitigation, escrow, claims and escrow.
This position is responsible for managing and performing the testing operations processes and controls to assure tms is maintaining compliance with all required guidance as well as identifying updates and changes that may be necessary to ensure the processes and controls are in line with updates to the guidance.
This position will be required to develop proper managing metrics in line with tms kpi expectations, implement and improve upon necessary quality assurance testing methods, provide necessary report results to leadership as necessary, identify risks associated with the actions and assist in development of curative actions necessary to cure any defects identified and the timelines for curative action implementationThe candidate may be required to communicate these results to senior management and must possess the skills to provide the information in a complete and professional manner.
About tms
Founded in 1997, tms is a national company headquartered in the greater phoenix metro areaHousing a variety of customer-facing roles as well as many specialized mortgage and loan servicing rolesWe take pride in being an innovative, autonomous, customer-service focused, and tech-oriented companyBy living our core values of people matter, inspiring leadership, strength of character and rock solid service, we have created a culture of excellence that strives to provide the one thing that all of our customers seek: the perfect customer experience!
Duties and responsibilities
Manage daily activity of staff performing quality assurance oversight of the lines of business.
Develop and implement procedures to review and test the inline quality assurance programs within each line of businessIdentify areas of improvement and assist with development of line of business inline quality assurance programs
Maintain departmental kpis to monitor staff performance
Perform monthly performance reviews with each staff member, develop performance initiatives and maintain a high level of morale
Maintain current working knowledge of regulatory compliance requirements related to the mortgage industry.
Conduct reviews, quality assurance audits of controls, as well as assist vice president of risk and other department members with the coordination of internal and external audits performed on by thirds parties.
Monitor and analyze investor/insurer periodic status reports to determine root cause of any deficiency trends and submit suggestive corrective action to improve tms performance.
Monitors the implementation of corrective action plans with first and second lines of defense and presents updates to the findings to the internal audit management and business management
Assist with, manage, update and monitor parts of the evolution of policies and procedures, training, and compliance programsProvide input and assistance to the learning & development team for training purposes.
Conducting tests and inspections of processes against policies and procedures as well as regulatory requirements to evaluate quality or performance.
Evaluate risks of key control deficiencies and effectiveness of overall control framework, and ensure management has effective and timely control remediation plansDevelop and deliver regularly scheduled reports on the results of all reviews performed.
Engage legal and compliance departments for review, approval, and opinions on risk impact, mitigation, and remediation when necessary.
Source, analyze, coordinate, combine and report data from multiple sourcesCreate reporting in line with the necessary formats to deliver to management and digestible by the lines of business.
Ensure reports are prepared and provided to risk team in a timely manner and design/propose corrective actions if necessary.
Perform other duties and projects as required by manager.
Must be a self-starter willing to demonstrate leadership, proactivity and team building approach.
Must have strong analytical and investigative skills, be able to work independently, and exercise sound judgment and observe the highest degree of confidentiality in the handling audits or investigation information.
Requirements
Position qualifications
High school degree or equivalent required, ba/bs in business administration/finance preferred or equivalent mortgage banking operations knowledge.
Minimum 5 years of experience in mortgage banking or mortgage servicing with emphasis in quality assurance, quality control or internal audit.
Prior experience supervising others
Prior experience working with loan servicing systems, particularly msp and compliance testing systems such as aces.
Fraud investigations or broad mortgage servicing experience is preferred.
Knowledge of laws, government regulations, and agency rules; specifically, but not limited to: bsa/aml, fasb, sarbanes-oxley, respa, tila, udaap, fdcpa, coso and the cfpb as well as investor, insurer and guarantor guidelines (eg: fnma, fmcc, gnma, fha, rhs, va)
Report generation, data analytics, excel, business objects and other data manipulation experienceReport writing for management delivery.
Eeo statement:
We’re an equal opportunity employerAll applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Job type: full-time
Benefits:
401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
Monday to friday
Education:
High school or equivalent (preferred)
Experience:
Mortgage servicing: 5 years (preferred)
Work location:
Fully remote
Work location: remote
