This job listing has expired and the position may no longer be open for hire.

Director of Residential Lending Quality Assurance at Associated Bank

Posted in Real Estate 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Milwaukee, Wisconsin

Job Description:

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: or call: (800) 878-3282.


Under limited direction from the Director of Residential Lending; provide overall leadership and management of the activities for the following functions which may apply to individual or all areas within Residential Lending (Servicing & Originations). Such as: Implement and manage Quality Assurance data, compliance and procedural checkpoints in all aspects of Residential Lending origination and servicing, direct Vendor Management, Repurchases, Servicing Transfers in and out, Invoicing and invoice support, regulatory updates, training, policy/procedural development and internal/external Audit coordination, including CIT/PFD tracking and follow up. Establish and ensure accomplishment of department goals and objectives by administering procedures and training and testing. Ensure regulatory, investor, department and company guidelines are being met, as required while also minimizing the company's exposure to financial loss. Lead, participate and/or manage certain functions in mergers, acquisitions, system upgrades and other major projects as applicable. Recommend change, improvements in processes and efficiencies. Manage creation of all policies and procedures and training throughout all business lines. Responsible for coaching and developing staff, performance management, employee relations, staffing, and budget adherence. Act as a liaison for all Residential Loan Servicing by building strong relationships with internal and external partners; CCS, CQA, CAS, OCC, CFPB, IT, and Customer Care.

Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesn’t meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associated’s anonymous Ethics Hotline.

Problem Solving
Regulation and Compliance
Internal Consulting/Facilitation
Budget Attainment
Workflow & Efficiency Analysis


Responsible for managing the development, implementation and reporting on the inline quality assurance checkpoint process to ensure maximum compliance with bank procedures and regulations as they related to origination, servicing, default, asset recovery and collection of all residential mortgage consumer products.
Responsible to manage the development, implementation, maintenance of training curriculum, as well as delivery of Training Programs throughout the residential lending line of business. This includes interaction with information & Technology, system origination and servicing platforms, Learning and Development, and various other Associated Bank Departments in order to accomplish training and policy and procedural updates.
Oversee the development and revision of residential lending related policies, procedures, and training materials. Manage the review, recommendation and update of new and existing policies and procedures based on legal, compliance, audit recommendations and/or regulatory updates. Work closely with CBB Risk, CCS and other areas as applicable to ensure changes meet investor and regulatory requirements and are compliant.

Coordinate with Business Applications team from a procedures and training standpoint all systems conversions, upgrades, acquisitions, servicing transfers updates needed to ensure the departments technology solutions are implemented and supported to acceptable specifications Administer control procedures, planning and testing for Quality Assurance, as applicable.
Review and seek out direct efficiencies across all areas of Residential Lending. Provide reports and recommendations to implement timely changes in procedure or handling. Responsible for managing to expenses and salaries established in the annual budget. Anticipate changes within the company and financial industry, formulate strategic direction, develop business plan and recommend to Senior Management changes needed within the area. These should focus on the overall strategic objectives of the company as defined by Executive Management.
Manage areas within Residential Lending to ensure compliance with company, investor state and federal guidelines regulations and policies. Act as a liaison for Residential Lending between corporate compliance, business line compliance and corporate audit services, as well as federal regulators and investors for audits and examinations by leading or participating as necessary. Coordinate the data and responses of all areas and their required remediation. Implement appropriate training as needed and manage the review of current procedures as necessary to ensure that the relevant compliance requirements are included through the internal Quality Assurance and Vendor Management processes.
Responsible for Residential Lending Vendor Management program, ensure vendors meet service and regulatory requirements including providing all necessary artifacts required by TPVM as well as the tracking of existing performance related to key performance indicators and service level agreements and the analysis of new vendors through the onboarding process.
Manage the quality assurance programs within the Residential Lending to ensure compliance and standards as set out by, but not limited to, rating agencies, investors, state and federal agencies and internal quality standards and efficiencies by working on a set of key performance indicators as set out by the department.
Responsible for mentoring managers and supervisors on attracting, hiring, training and developing talent. Provides clear, motivating and constructive feedback. Helps managers and supervisors identify and prioritize development objectives and guide leaders to do the same for colleagues. Is responsible for handling conflicts, employee relations and performance appraisals to include setting meaningful goals and objectives and other human resource related activities.

Monitor, measure and report on operational issues and development opportunities in a timely manner. Hold managers, supervisors, and colleagues accountable for the results within their respective areas. This includes the development, monitoring and reporting of departmental productivity, quality (Service Level Agreements-SLA's) measurements and standards.
Develop tools to monitor performance levels and hold managers and supervisors accountable for production goals and colleague performance levels. Develop and maintain an effective working relationship with direct reports, peers, managers, customers, vendors and all other internal/external partners. Effectively communicate and provide information internally and externally to support organizational operations.

Bachelor's Degree or equivalent combination of education and experience Finance, Accounting or Business Process training (i.e. Six Sigma) Required

10-12 years Related experience in a financial institution operations environment, including demonstrated experience in audit, compliance or loan operations management. Leadership role including experience in the Servicing / Financial industry. Required

More than 15 years Leadership role including at least 7 of those years being in the Residential Lending industry or equivalent experience including retail lending, Quality Assurance, Training. Preferred