QC Manager (Mortgage)
About The Position
The QC Manager leads the credit auditing team to ensure accurate, on-time delivery of audit services in line with client service-level agreements and company standards. The role manages daily workflow, coaches and develops staff, responds to client and vendor inquiries, and partners with senior operations leadership to meet Key Performance Measures and continuously improve processes. The manager oversees audit assignments and deadlines, staff performance and training, client and vendor reviews, overtime when approved, and accurate staff records. The role also audits files when necessary, assists with billing processes, provides daily management recaps, and promotes a positive work environment.
Requirements
- Four-year degree in Business Administration or equivalent.
- Four years of proven managerial experience.
- 15 years of residential mortgage experience.
- Proven working experience with current front-line underwriting guidelines for FNMA, Freddie Mac, VA, FHA, and USDA.
- Proven working knowledge of mortgage loan fraud detection and prevention policies and procedures.
- Proven personnel training skills.
- Four years of personnel and business administration skills.
- Proven personal leadership and motivational skills.
- Experience with employee management, customer service, time management, and problem solving.
- Proficiency with Microsoft Office applications, specifically Word and Excel, and other PC applications.
Responsibilities
- Respond to client communications or inquiries within one hour during standard business hours and provide timely feedback on items requiring further research.
- Ensure client deadlines and company standard turnaround times are met daily; follow up with audit groups to ensure timely completion within client audit SLAs.
- Manage credit auditing staff and enforce company policies and procedures.
- Review and respond to client Vendor Reviews while meeting applicable SLAs.
- Plan, coordinate, monitor, and adjust daily and weekly work assignments; communicate assignments and changes to staff and ensure work is completed accurately and on time.
- Conduct monthly credit auditing staff meetings.
- Ensure new team members are properly trained, receive a goal plan, and meet milestones with quality.
- Lead and support auditing staff in meeting their goals.
- Recommend workflow enhancements to the Vice President of Operations.
- Provide staff feedback and oversee corrective actions and timely implementation of changes, including those arising from billing reconciliation, internal audits, monthly reviews of manager notes, and annual reviews.
- Call mandatory overtime for auditing staff when needed based on client needs and with approval from the Vice President of Operations and Divisional President; oversee overtime worked or needed.
- Maintain accurate ADP and calendar records for auditing staff and ensure staff timecards and ADP records are updated.
- Audit files when necessary as part of the Operations team.
- Assist the Divisional President with billing processes and billing outsource files in manager review status.
- Email a daily recap to management.
- Work with the Vice President of Operations to ensure Key Performance Measures are met.
- Manage the team lead to ensure tasks are performed accurately and on time.
- Promote a positive work environment.
- Perform other duties as required or assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
