Manager, Business Risk and Controls (Consumer Quality Control Manager)

Location:

4224 Ridge Lea Road - Amherst, New York 14226

The Consumer Quality Control (QC) Manager reports to the Director, Business Risk and Controls within the Key Technology Operation Services (KTOS) organization. The Consumer QC Manager is responsible for leading and developing a team that performs Mortgage Pre-Funding QC, Mortgage Post-Closing QC, Mortgage HMDA and Consumer Product Post-Closing QC. The QC Manager is responsible for coordinating monthly reviews, maintaining the QC database used to compile data and complete applicable QC questionnaires, reporting QC review results and trending to applicable Material Business Unit (MBU) stakeholders, and providing oversight of the Post-Closing QC Vendor function. This position will work closely with corporate risk management partners and Consumer Banking MBU leadership to develop and implement consistent risk management standards and processes and remediate identified issues.

Responsibilities:

• Maintain adherence to KeyBank’s Mortgage Home Lending Quality Control Plan (Pre-Funding & Post-Closing), Consumer Credit Quality Control Plan and HMDA Quality Control Procedure and update as required. Manage QC timing, SLA and administrative QC requirements as outlined in each plan.
• Proficient in secondary market investor requirements, including but not limited to FNMA, FHLMC, FHA, and VA, and related mortgage and consumer loan origination processing practices and documentation requirements.
• Recruit and develop high performing Analysts to support the mortgage and consumer Quality Control programs as well as other risk, control and compliance activities, along with mentoring, setting priorities, directing efforts and monitoring employee performance.
• Manage the monthly review of mortgage and consumer credit quality for adherence to investor and internal credit policies and guidelines and loan documentation requirements. Manage the quarterly review of the HMDA LAR.
• Manage the timely completion of Quality Control reviews, reporting and line of business responses in accordance with methodology and service levels established within applicable Plan.
• Administer and maintain ACES database used in executing reviews and generating reporting.
• Create robust and comprehensive executive and management level reporting, scorecards, trending analysis of findings and observations measuring performance of the business units
• Prepare and deliver monthly reporting to the executive level, business managers and internal partners.
• Analyze trends and identify gaps in operational processes or deterioration in quality and work collaboratively with business managers and other stakeholders to provide guidance and develop solutions/action plans to remediate deficiencies and integrate risk mitigation into strategic decisions and management activities.
• Monitor, and provide guidance on findings, remediation plans, and exception requests, escalating risks and issues outside of risk appetite, as applicable.
• Provide oversight over QC Vendor ensuring the QC Vendor is adhering to the policies and procedures set forth in the Quality Control Plan to include monthly meetings to discuss discrepancies found in third party management reviews, reverification oversight and action planning for improvement.
• Coordinate and lead monthly review results meetings with line of business leadership, Credit Risk Management and other stakeholders.
• Develop strong relationships and work closely with line of business management, third parties, investors and risk management to evaluate processes and design reviews/controls to reduce and/or eliminate risk and optimize workflows and performance.
• Maintain a working knowledge of mortgage and consumer credit policies, guidelines, processes, analytics, scorecards, and automated decision criteria.
• Serve as the primary contact for risk partners, auditors, exam managers responding to requested items and engaging business managers as needed.
• Support and participate in related projects as needed. 

Qualifications:

• Bachelor’s Degree or equivalent work experience
• Minimum 7 or more years of banking industry knowledge with experience in Mortgage credit, compliance, audit, risk management, line of business or management.
• Strong organization skills and ability to manage multiple high-level projects and competing priorities with little supervision.
• Demonstrate ability to be self-motivated, build and manage relationships, and work in a dynamic, fast-paced team environment and meet minimum production standards
• Proficient use of personal computers including use of Microsoft Office and various web-based software applications and databases.
• Proven analytical and problem-solving skills, decision making and ability to drive continuous improvement.
• Solid written and communication skills and ability to “sell” difficult/complex concepts and cohesively present information to others.
• Demonstrate teamwork and accountability with strong interpersonal skills and the ability to interact effectively with external and internal clients including executive managers, along with building and sustaining collaborative relationships.
• Good knowledge of mortgage and consumer banking businesses, underwriting and loan origination processes and documentation, and related federal and state laws, regulations and guidance.

Core Competencies

• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Work Location Category

• Hybrid (2+ days)

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $79,000.00 - $146,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Job Posting Expiration Date: 11/21/2025 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.