Quality Oversight Manager- Mortgage Default

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

**Position is hybrid-remote with preference for teammate sitting in Richmond, VA or Greenville, SC.**

The Quality Improvement Manager role is responsible for managing Quality Oversight teams in a heavily regulated environment. This role will be responsible for oversight of the Quality framework including monitoring, testing, risk assessments, training, regulatory change management and reporting. The scope of oversight includes all Mortgage Servicing with a specific focus on Default’s operational processes to ensure compliance with internal policies and applicable regulations.

The Quality Oversight Manager will partner with the Mortgage Servicing management team to identify and assess the overall quality of their servicing processes. They are also responsible for ongoing communication with the Executive leaders of Mortgage Servicing, line of business leaders, and other Senior leaders within Mortgage.

Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time. 

Leadership: Lead the team in the completion of quality oversight activities in the most efficient and effective manner. This includes the leader coaching teammates and recommending opportunities for business to improve their overall quality. Quality Oversight Manager will hold at a minimum bi-weekly coaching sessions with all colleagues. Sessions will focus on goals, achievements, areas of opportunity and growth. Coaching will identify key actions to move forward and will support ongoing learning and improvement. The leader will use data in the day to day management of the team to support capacity management, productivity and future projection of staffing needs. Manage operations within appropriate risk tolerance. Identify and communicate adverse issues, trends or inefficiencies to senior management and other lines of business along with proposed solutions; implement agreed upon resolutions. Work closely with internal stakeholders (Servicing Operation Teams, internal audit, compliance, controls management and other members of the risk organization) to ensure we are reviewing, tracking, and escalating quality issues prior to any external party review. Establishes processes and procedures that will help develop the staff into subject matter experts on all applicable requirements and business procedures Implements and supports a strong feedback loop between risk organizations, Servicing leaders, Compliance, and testing groups to ensure staff and management are aware of results and areas for improvement Proactively plan, build and execute major Quality initiatives, by evaluating effectiveness of mortgage servicing business operation improvements and ensuring adherence to operational requirements. Report, escalate and opine on the process quality and compliance of the functional area. Monitor and track corrective action plans, including remediation and preventative action required as a result of Monitoring and Assessment and Compliance reviews. Develop, maintain and enhance quality oversight testing to support a robust quality framework that is used across Mortgage Servicing, which provides business partners with visibility into operational performance and operational compliance with laws, regulations and other business requirements. Serves as Subject Matter Expert for the mortgage servicing operation’s business initiatives. All other duties as assigned.

Qualifications

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education or training in Mortgage, Finance, or strongly related Industry A minimum of five years in a management or leadership role of individual contributors Seven years of exposure to default, mortgage servicing or strongly related field Strong oral and written communication skills Strong interpersonal, time management and organization skills Ability to work in an occasionally changing and low-paced environment Medium/High ability to operate independently Ability to lead and manage a small organization and DNIE Ability to analyze complex data to identify trends and potential issues Ability to develop and deliver effective presentations to executive management Ten years of mortgage experience, quality oversight/assurance/control, mortgage servicing operations, risk management and/or regulatory compliance, process improvement experience specific to the functional area of position. Demonstrated proficiency in basic computer applications, MSP, and Microsoft Office software products, particularly Excel, PowerPoint and Visio

Preferred Qualifications:

Bachelor’s Degree in Business or Business Administration. Proficient with Black Knight’s Mortgage Servicing Platform (MSP) servicing system and overall mortgage servicing processes (e.g. acquisitions/transfers, Customer Service, Escrow Administration, Payments, Payoffs, Investor Reporting, Collections, Loss Mitigation, Foreclosure, Bankruptcy) Strong knowledge of mortgage investor/insurer, regulatory guidelines and industry standards Experience in the area of process improvement, change management, operational control and audit.

Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.

Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.