Senior Mortgage Quality Assurance Coordinator

Citizens Business Bank•Ontario, CA

13d

About The Position

The Senior Mortgage Quality Assurance Coordinator serves as the senior technical resource for mortgage quality assurance within Citizens Home Lending. Working independently with minimal day-to-day oversight, this senior individual contributor leads complex and higher-risk loan reviews, evaluates operational controls, and drives corrective actions from issue identification through validation. The role supports accurate loan documentation, timely processing, and compliance with applicable regulations and Bank policies across origination, underwriting, closing, and post-closing. It also leads quality improvement initiatives, provides functional guidance and training to staff, and prepares actionable management reporting. Advanced mortgage expertise and strong proficiency in Encompass are required. The position independently plans and performs reviews, assesses finding severity within approved standards, identifies evidence needed to resolve issues, and recommends remediation. It leads approved projects and provides functional direction on mortgage quality practices. Material risks, unresolved disagreements, suspected regulatory violations, and matters outside delegated authority must be escalated. Credit decisions, policy exceptions, legal interpretations, and final regulatory determinations remain with authorized Bank decision-makers. The role has no direct supervisory responsibilities, but provides technical guidance, mentoring, training, and functional leadership. The job requires at least seven years of progressively responsible mortgage lending experience, including at least three years directly performing mortgage quality assurance, quality control, compliance monitoring, or mortgage audit work. A bachelor’s degree in business, finance, or a related field is preferred, or an equivalent combination of education, relevant training, and progressively responsible mortgage experience. A working knowledge of Ellie Mae/Encompass and proficiency in Microsoft Excel, Word, and Outlook are required. No certificates, licenses, or registrations are required. The work environment is usually moderate. The physical demands include regularly talking or hearing, frequently standing, walking, sitting, handling or feeling with the hands and fingers, and operating a computer keyboard, mouse, calculator, and telephone. The employee occasionally reaches, stoops, kneels, crouches, or crawls, and may occasionally lift or move up to ten pounds. Close, color, and peripheral vision and the ability to adjust focus are required.

Requirements

Minimum seven years of progressively responsible mortgage lending experience.
At least three years directly performing mortgage quality assurance, quality control, compliance monitoring, or mortgage audit work.
Working knowledge of the Ellie Mae/Encompass loan operating system and proficiency in Microsoft Excel, Word, and Outlook.
Advanced knowledge of mortgage origination, processing, underwriting, closing, and post-closing controls, including documentation requirements and exception workflows.
Strong Encompass proficiency, including workflow analysis, reporting, data validation, access personas, and audit-trail review; ability to translate operational problems into clear system requirements.
Demonstrated experience independently reviewing complex mortgage files, identifying systemic issues, developing corrective-action plans, and validating remediation.
Experience leading process improvement initiatives and coordinating with underwriting, operations, Risk, Compliance, technology teams, and vendors.
Experience providing technical guidance or training.
Strong analytical judgment, including the ability to distinguish isolated errors from systemic control weaknesses, prioritize by risk, and recommend sustainable solutions.
Ability to produce clear review workpapers, management reports, procedure updates, and training materials; communicate complex findings constructively; and influence corrective action without direct supervisory authority.
Ability to manage competing priorities with minimal oversight.
Strong customer service, communication, organization, and attention to detail.
Ability to read, analyze, and interpret business publications, professional journals, technical procedures, and governmental regulations; write reports, correspondence, and procedure manuals; and present information effectively.
Ability to work with probability and statistical inference and apply fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions, and manage abstract and concrete variables.
Bachelor’s degree in business, finance, or a related field preferred, or an equivalent combination of education, relevant training, and progressively responsible mortgage experience.
No certificates, licenses, or registrations are required.

Nice To Haves

Bachelor’s degree in business, finance, or a related field.

Responsibilities

Lead complex, higher-risk, and non-routine mortgage quality assurance reviews, evaluate supporting records, and document findings, risk implications, and corrective-action recommendations.
Develop and maintain the CHL quality assurance review framework, including criteria, checklists, sampling recommendations, escalation thresholds, and documentation standards; recommend risk-based changes and obtain required approvals.
Assess documentation gaps, conflicting information, and control failures; set review priorities and follow-up, coordinate resolution, and escalate material or unresolved risks.
Analyze root causes of recurring findings and recommend corrective actions that address underlying process or control weaknesses.
Own remediation tracking by documenting issues, owners, milestones, and evidence; monitor aging and overdue actions; and validate effectiveness through follow-up reviews before recommending closure.
Lead reviews at critical pipeline milestones, assessing application accuracy, verification records, disclosure documentation, approval conditions, and file completeness before underwriting and closing; coordinate corrections with loan officers, processors, and underwriters.
Serve as the CHL Encompass subject matter resource by investigating workflow, data-integrity, access, and audit-trail issues; coordinating with technology teams and the vendor; recommending preventive controls; and leading user acceptance testing and documentation of approved changes.
Set up users and personas only after required management approval.
Lead CHL coordination of post-closing quality control requests and audit or examination responses; analyze findings, assemble evidence, prepare proposed responses for management review, and coordinate remediation with relevant functions.
Prepare and analyze weekly and monthly quality reporting on finding severity, recurring themes, remediation aging, file defects, and control performance; present emerging risks, business implications, and recommended actions to management.
Lead operational controls for application declines and withdrawals by reviewing status accuracy and supporting records, identifying notice-workflow gaps, and coordinating adverse action content, timing, and approvals.
Coordinate CHL vendor assessments with Vendor Management; evaluate documentation completeness, track open requests and control concerns, prepare departmental responses and annual certifications, and escalate material gaps.
Lead assigned mortgage quality and process improvement projects, define scope, coordinate stakeholders, establish milestones, evaluate results, draft procedure revisions, strengthen preventive controls, and implement approved improvements with testing and staff communication.
Provide functional leadership, coaching, and targeted training to CHL staff; explain complex findings and control expectations, develop job aids, and assess whether training and process changes reduce repeat errors.
Maintain advanced working knowledge of mortgage requirements applicable to assigned duties, including ECOA, FCRA/FACTA, Fair Lending, HMDA, the SAFE Act, RESPA, TILA, and TRID; partner with Compliance and Legal to translate approved guidance into procedures and review practices.
Provide, present, and promote the Citizens Experience to internal and external customers; perform other duties as assigned.