Assumption Supervisor

Moder

9d•Onsite

About The Position

The Loan Assumption Supervisor is responsible for leading, coaching, and managing a team of Loan Assumption Processors handling both Non-Credit Qualifying (NCQ/Simple) and Credit Qualifying (CQ) assumption files. This role bridges the gap between front-line processing and operations management — ensuring pipeline health, SLA adherence, investor compliance, and team performance across a high-volume servicing environment. The Supervisor serves as the first escalation point for processors, a quality control checkpoint, and a driving force behind the team's industry-leading cycle times and pull-through rates.

Requirements

Bachelor’s Degree from a Four (4) year College or University.
5+ years of mortgage assumption or mortgage servicing experience, including 1–2 years in a lead or supervisory capacity
Deep working knowledge of FHA, VA, Fannie Mae, and Freddie Mac assumption guidelines
Demonstrated ability to manage and develop high-performing teams in a fast-paced environment
Proficiency in LOS and pipeline management
Strong analytical and problem-solving skills with ability to manage escalations and exceptions decisively
Excellent verbal and written communication skills for both internal leadership and borrower-escalation scenarios
Proven track record of SLA adherence and metric-driven performance management

Nice To Haves

Prior experience with RON platforms and digital closing workflows
Familiarity with TRID compliance and CD issuance requirements across assumption types
Experience in a blended NCQ/CQ processing environment
Background in mortgage servicing or post-close operations

Responsibilities

Directly supervise a team of 5–10 Loan Assumption Processors, providing day-to-day coaching, guidance, and accountability
Conduct regular 1:1s, team huddles, and performance reviews to track individual KPIs and pipeline health
Identify skill gaps and coordinate targeted training on NCQ/CQ processing, investor guidelines, and SLA management
Onboard and ramp new processors, ensuring proficiency across both file types within defined timelines
Manage staffing allocation across the blended pipeline to optimize throughput and prevent bottlenecks
Monitor team-wide pipeline and proactively identifying stalled files, SLA risks, and gate aging issues etc
Serve as the first escalation point for complex or exception files (VA delinquencies, estate assumptions, contested divorces, investor exceptions)
Coordinate with the Assumptions Operations Manager on capacity planning, volume forecasting, and resource alignment
Approve and document exception handling in accordance with investor guidelines and internal policy
Partner with other departments to ensure a smooth process from processing through closing
Perform file audits and pre-submission reviews to ensure accuracy, completeness, and investor compliance
Enforce TRID compliance standards: ensure CDs are issued for purchase and VA CQ assumptions; itemization forms used for non-TRID files
Monitor adherence to FHA, VA, Fannie Mae, and Freddie Mac assumption guidelines across the team
Track state-specific documentation requirements and ensure processors are flagging them correctly
Identify recurring errors or compliance gaps and implement corrective action plans
Hold team accountable to departmental SLA benchmarks: welcome call within 24–48 hours, NCQ cycle time of 30–45 days, CQ cycle time of 45–60 days
Report weekly on team pipeline metrics, cycle times, pull-through rates, and SLA adherence to the Operations Manager
Drive continuous improvement initiatives to maintain pull-through rates that outperform industry benchmarks (NCQ: 80–100%; CQ: ~62%)
Champion RON (Remote Online Notarization) adoption across NCQ files to eliminate split-signing delays
Step in as escalated point of contact for borrower concerns that exceed processor-level resolution
Model and reinforce best practices for dual-borrower communication (both selling and assuming parties)
Ensure processors understand the unique complexity of managing two customers simultaneously across divorce, estate, and purchase scenarios
Act as liaison between internal departments to support process alignment and collaboration
Participate in operational planning meetings and contribute to process improvement workstreams
Provide feedback on system workflows and escalate tool-related issues to appropriate teams
Comply with all company policies and procedures.
Maintain regular and punctual attendance.
Performs other related duties as assigned.
Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.