Manager - Quality Assurance (Print Communications) (On-site)

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

The Manager - Quality Assurance oversees a QA Audit team reviewing company processes for compliance with internal, regulatory, and client-specific guidelines and standards. The role involves monitoring, developing, and coordinating the QA Audit team's efforts to ensure strong compliance, operational, and security controls. The Manager also stays updated on federal and state regulatory requirements, continuously improving the QA Audit team's performance.

Principal Duties:

• Manages the Quality Assurance Monitoring program.
• Oversees Investor Specific audits to ensure compliance with investor requirements, policies, and procedures
• Targets the appropriate number of audits per module to meet Investor preferences per the Quality Assurance Plan.
• Schedules and coordinates audits to ensure that production output meets Investor and Compliance requirements.
• Facilitates quality metrics, scorecard calibration, and adherence to  policies, and procedures 
• Evaluates audit results, ensuring audit information is clear, concise, and accurate.
• Reviews audit exceptions and collaborates with Customer Custom Change Management to address any issues.
• Implements new audits based on trends identified through auditing and KCI performance.
• Uses analytical skills to interpret data, identifying potential process breakdowns and their impact on business lines.
• Plans, directs, counsels, and reviews the work of QA Audit team members, ensuring adherence  methodology (planning, fieldwork, reporting, documentation, project timelines, value-added recommendations, etc.).
• Assists in managing remediation/corrective action process.
• Records audit-related production results to monitor service performance trends and provides statistical reports on performance and production.
• Compiles and forwards audit reports to leadership to trend performance and identify needs for remedial or problem-specific audits.
• Performs personnel managerial duties such as goal setting and tracking, performance monitoring, training, challenging, coaching, developing, ensuring associate engagement, and other typical managerial duties.
• Performs related duties as assigned by management.

*These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on-site work to perform the role satisfactorily.

• Bachelor's degree, preferred.
• 6-8 years quality assurance/quality control experience.
• 4+ years mortgage industry experience required.
• 2+ years’ management experience.

• Proven ability to communicate complex concepts effectively across all organizational levels and with external stakeholders.
• Strong attention to detail and an ability to multi-task, respond well to pressure and deadlines, and work well individually and in a collaborative environment.
• Extensive functional knowledge in collections and default management.
• In-depth understanding of mortgage processes with functional knowledge in collections, default management including Loss mitigation and Foreclosure processes.
• Knowledge of industry regulatory laws such as Fair Debt Collection Practices Act (FDCPA), Real Estate Settlement Procedures Act (RESPA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), Truth in Lending Act (TILA), etc. required
• Ability to adapt to changing conditions, display original thinking and creativity, and understand organizational strengths and weaknesses.
• Fast learner-able to assimilate new ideas and thrive in a high volume, deadline driven environment, while ensuring compliance with all investor guidelines and internal policies and procedures
• Clearly articulate audit processes, findings, and module targets.
• Ability to prioritize and manage multiple projects simultaneously.
• Ability to collaborate with others to identify agreed upon solutions to challenging processes to mitigate risk and exposure to the company.
• Excellent verbal and written communication skills.
• Excellent conceptual, analytical, decision-making, organizational and planning skills.
• Strong Leadership, training, and mentoring skills.
• Proficiency in a Windows environment, with a working knowledge of Microsoft Office.
• Expert skills in Microsoft Excel, including the ability to utilize the following functions: V-Lookup, H-Lookup, Conditional formatting, and Formulas.
• Knowledge of Structured Query Language (SQL) programming.

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave

• Adoption Assistance

• Tuition & Certification reimbursement

• Employee Mortgage Loan Program

• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

• Matching Gifts Program - dollar-for-dollar up to $1,000

• Access to grants, nonprofit resources, and volunteer opportunities

• More than $6,000,000 donated since 2020

• 1 in 5 employees participates in at least one Employee Resource Group (ERG)
  

Equal Employment Opportunity 

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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