OOP, Quality and Compliance Manager

Western Alliance Bank•Westlake Village, CA

2d•$107,395 - $132,661

About The Position

As the Office of the President, Quality and Compliance Manager, you'll support the Director to advocate for borrowers across all lines of business, and be responsible for timely and accurate review of complaints. Responsibilities include auditing monthly complaint quality, sub-servicer functions, and internal complaint operations. Evaluate complaint documentation and records for adherence to and compliance with procedures and applicable regulatory requirements. Conduct quality control reviews of internal complaint operations’ primary processes, including but not limited to loan and account level review, validation of data accuracy, and timely response and resolution to issues. New audit processes may require test script creation. Reviews and audits consumer complaints received and responded to by servicers or internal AmeriHome departments. Identify discrepancies and opportunities for process improvement through root cause analysis of complaints and analysis of audit findings, management reports, and discussions with servicers. Alert appropriate management levels and internal departments to problems identified during routine quality reviews. Follows through on all actionable items to ensure full and timely resolution is completed by the responsible parties. Prepare and submit various weekly and monthly reports for management review. Compile and categorize data used for monthly operational metrics. Prepare audit findings reports for use internally as well as to communicate any findings. Prepare other special reports as required. Ability to navigate through various mortgage servicing systems such as MSP, MortgageServ, LoanServ, SBO, etc. Create effective quality control and auditing policies and procedures as needed. Evaluate complaint remediation performance using a variety of tools such as scorecards, servicer management reports, and findings trend analysis. Supports the department to ensures that borrower escalations/complaints are handled within corporate and regulatory guidelines. Dynamic and independent problem solver that can research, formulate and propose resolutions for complex and unique complaints. Continuous review of trends to identify possible root causes of complaints, including escalations from verbal to written complaints. Effectively manage risk. Work with internal and external business partners to ensure efficient and effective business operations. Formulate recommendations and assist with the design of processes and procedures. Continuous process improvement review and provide recommendations.

Requirements

5+ years of related experience in Audit, Compliance, Complaint Management, Risk Management, or Quality Control in Loan Servicing or similar field.
Bachelor's degree in related field required.
Entry level to intermediate knowledge of residential mortgage industry in Correspondent or Retail Lending; including sales, operations, capital markets and/or other residential mortgage products and services.
Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
Advanced knowledge of auditing principles, practices, and regulations.
Aptitude for working with details as well as ability to analyze process gaps.
Ability to research and analyze data and process discrepancies.
Ability to resolve issues exercising sound judgment, initiative, and strong critical thinking skills.
Ability to effectively deal with people in various job capacities.
Strong listening, written, and verbal communication skills are crucial to the position.
Ability to work independently, prioritize, organize, and multi-task in order to maintain established standards and consistently meet deadlines.
Ability to change rapidly and often.
Intermediate to advanced proficiency in MS Offices Suite – Word, Excel, PowerPoint; SalesForce application knowledge a plus.
Advanced speaking and writing communication skills.

Responsibilities

Advocate for borrowers across all lines of business.
Responsible for timely and accurate review of complaints.
Auditing monthly complaint quality, sub-servicer functions, and internal complaint operations.
Evaluate complaint documentation and records for adherence to and compliance with procedures and applicable regulatory requirements.
Conduct quality control reviews of internal complaint operations’ primary processes, including but not limited to loan and account level review, validation of data accuracy, and timely response and resolution to issues.
New audit processes may require test script creation.
Reviews and audits consumer complaints received and responded to by servicers or internal AmeriHome departments.
Identify discrepancies and opportunities for process improvement through root cause analysis of complaints and analysis of audit findings, management reports, and discussions with servicers.
Alert appropriate management levels and internal departments to problems identified during routine quality reviews.
Follows through on all actionable items to ensure full and timely resolution is completed by the responsible parties.
Prepare and submit various weekly and monthly reports for management review.
Compile and categorize data used for monthly operational metrics.
Prepare audit findings reports for use internally as well as to communicate any findings.
Prepare other special reports as required.
Ability to navigate through various mortgage servicing systems such as MSP, MortgageServ, LoanServ, SBO, etc.
Create effective quality control and auditing policies and procedures as needed.
Evaluate complaint remediation performance using a variety of tools such as scorecards, servicer management reports, and findings trend analysis.
Supports the department to ensures that borrower escalations/complaints are handled within corporate and regulatory guidelines.
Dynamic and independent problem solver that can research, formulate and propose resolutions for complex and unique complaints.
Continuous review of trends to identify possible root causes of complaints, including escalations from verbal to written complaints.
Effectively manage risk.
Work with internal and external business partners to ensure efficient and effective business operations.
Formulate recommendations and assist with the design of processes and procedures.
Continuous process improvement review and provide recommendations.