Senior Mortgage Quality Assurance Coordinator

Citizens Business Bank•Ontario, CA

13d•$30 - $42

About The Position

The Senior Mortgage Quality Assurance Coordinator is the senior technical resource for mortgage quality assurance within Citizens Home Lending (CHL). Working independently with minimal day-to-day oversight, this senior individual contributor leads complex and higher-risk mortgage reviews, evaluates operational controls, and drives corrective actions from issue identification through validation of resolution. The role supports accurate loan documentation, timely processing, and compliance with applicable regulatory requirements and Bank policies throughout origination, underwriting, closing, and post-closing. The coordinator develops and maintains CHL’s quality assurance review framework, evaluates systemic weaknesses, owns remediation tracking, and prepares actionable reporting for management. The position is also CHL’s Encompass subject matter resource and leads coordination of post-closing quality control requests, audits, examinations, vendor assessments, and process improvement projects. It provides functional guidance, mentoring, and training to CHL staff without direct supervisory responsibility. The role requires advanced mortgage expertise, strong proficiency in Encompass, and the ability to exercise sound judgment when assessing ambiguous findings and recommending practical, sustainable solutions. Credit decisions, policy exceptions, legal interpretations, and final regulatory determinations remain with the Bank’s authorized decision-makers.

Requirements

Minimum 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.
Advanced knowledge of mortgage origination, processing, underwriting, closing, and post-closing controls, including documentation requirements and exception workflows.
Strong proficiency in Encompass, including workflow analysis, reporting, data validation, access personas, and audit-trail review; ability to translate operational problems into clear system requirements.
Working knowledge of the Ellie Mae/Encompass loan operating system.
Proficiency in Microsoft Excel, Word, and Outlook.
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 and 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 written and verbal communication skills, including the ability to interpret regulations and technical materials, write reports and procedures, and present information to groups.
Ability to work with probability, statistical inference, fractions, percentages, ratios, proportions, and graphs.
Ability to define problems, collect data, establish facts, draw valid conclusions, and interpret technical instructions involving abstract and concrete variables.
Detail-oriented and well-organized, with strong customer service and communication skills.

Nice To Haves

Bachelor’s degree in business, finance, or a related field; an equivalent combination of education, relevant training, and progressively responsible mortgage experience may also qualify.

Responsibilities

Lead complex, higher-risk, and non-routine mortgage quality assurance reviews; document findings, risk implications, and recommended corrective actions.
Develop and maintain CHL’s quality assurance review framework, including criteria, checklists, sampling recommendations, escalation thresholds, and documentation standards.
Assess documentation gaps, conflicting information, and control failures; determine review priorities and follow-up, coordinate resolution, and escalate material or unresolved risks.
Analyze root causes of recurring findings and develop corrective actions addressing underlying process or control weaknesses.
Own the remediation tracking process by recording issues, owners, milestones, and evidence; monitor overdue actions and validate corrective-action effectiveness before recommending closure.
Lead reviews at critical pipeline milestones, evaluating application accuracy, verification records, disclosure documentation, approval conditions, and file completeness before underwriting and closing.
Serve as CHL’s Encompass subject matter resource; investigate workflow, data-integrity, access, and audit-trail issues; coordinate with technology teams and the vendor; recommend preventive controls; and lead user acceptance testing and documentation of approved changes.
Set up users and personas only after required management approval.
Lead 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, including severity, recurring themes, remediation aging, file defects, and control performance; present risks, implications, recommendations, ownership, and follow-up expectations to CHL management.
Lead operational controls for application declines and withdrawals, including status accuracy, supporting records, notice workflow gaps, and coordination of adverse action content, timing, and approvals.
Coordinate CHL vendor assessments with Vendor Management; evaluate documentation, track outstanding requests and control concerns, prepare review 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 findings and control expectations, develop job aids, and assess whether training and process changes reduce repeat errors.
Maintain working knowledge of applicable mortgage requirements, 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.
Independently plan and perform reviews, assess finding severity within approved standards, identify evidence needed to resolve issues, develop remediation recommendations, lead approved projects, and provide functional direction on quality practices.
Escalate material risks, unresolved disagreements, suspected regulatory violations, and matters outside delegated authority.
Provide, present, and promote the Citizens Experience to internal and external customers.
Perform other duties as assigned.