Consumer QA QC Lead

Description

As part of the Home Mortgage Quality Control Department, the primary function of this position is to ensure HM Mortgage is in compliance with all applicable secondary market, private and government loan programs. Re-underwrite and review all underwriting decisions for the monthly QC selection of loans to ensure that all guidelines on mortgage products are being met by HM mortgage production staff. Determine if all DU conditions were input correctly, and conditions were satisfied. Review each appraisal for soundness and determine if review appraisal is warranted. Review legal documents to ensure accuracy. Assist in the performance of periodic targeted assurance reviews and perform other credit and quality control duties as may be assigned.

You will serve as the lead for the team, allocating work and providing guidance to team members. Although you will act as a lead, coordinating the work of others, you are not a supervisor with any formal people management responsibilities. Will will work within established procedures, be expected to drive continuous improvement activities and evidence problem solving skills to identify root cause challenges and create plans to address with support of the management team. Your goal is to ensure that requests are processed timely, accurately, and completely to ensure a positive customer experience and to mitigate risk. You will be expected to encourage collaboration with colleagues and other teams to achieve these objectives, acting as an example for other team members to follow.

Primary responsibilities include:

• Primary focus is on execution within defined processing parameters with some expansion based on developing capabilities and or experiences. 
• QA/QC tasks are expected to be completed timely, accurately with focus on attention to detail. 
• Ensure procedures and SOPs are adhered to when performing your work, as measured through quality checks by management/team leader.
• Respond to internal/external customer inquiries within 24 hours. Escalate issues to management within 24 hours or raise at daily huddles. 
• Suggest customer experience improvement opportunities as you identify them. 
• Understand the importance of risk management and how it impacts your daily responsibilities. 
• Be willing and able to explain all aspects of risk to other members of your team and support their learning and development.
• Escalate risk issues to management immediately.
• Perform your daily responsibilities leading by example and demonstrate attributes expected of an emerging leader. 

Qualifications:

• 5-7 years underwriting experience with in-depth knowledge of FNMA guidelines and Desktop Underwriter 
• Knowledge of FHA, VA, USDA and state agency guidelines required.
• Knowledge of the consumer mortgage lending process and workflow through post-closing
• Knowledge of secondary, private investor and government mortgage loan programs
• Thoroughly understand and comply with regulatory requirements that impact your work including state and federal laws
• 2 years’ experience with Third Party Originated loans preferred. 

Skills:

• Excellent oral and written communication skills with solid organizational, interpersonal, analytical, and problem solving.
• Proficiency in all Microsoft Office programs including MS Word, Excel, Outlook, and database applications.
• Production oriented to meet department productivity goals and deadlines.
• Detailed oriented and maintain accuracy.
• Production oriented to meet department productivity goals and deadlines.
• Ability to manage change and take on new tasks. 
• Ability to work under minimum supervision.

Education:

• Associate degree required.

Hours & Work Schedule: 

• Hours per Week: 40
• Work Schedule:  8:00AM - 5:00PM Monday - Friday

Flexible location:  position can be filled in Riverside, Johnston, Westwood, Glen Allen or Franklin, TN or another Citizens office location.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens), provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability, or history or record of a disability, ethnicity, gender, gender identity or expression, transgendered and transitioning individuals, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.