Job Description: Job Summary The Default Servicing Quality Monitoring Manager (QMM) is responsible for managing the Default Servicing Operations' (DSO) first line of defense Quality Monitoring Program (the Program) and team of Program testers. The Program, in place to identify both systemic and processor-level quality issues, includes both call monitoring and near-time operational process transactional testing.
The QMM's Program management responsibilities include (without limitation): (a) development of, and ongoing enhancements to, the overall Program strategy; (b) ensuring near-time testing is completed in accordance with the Program strategy; (c) ensuring test scripts are up-to-date and align with procedural standards; (d) tracking, trending, and escalating quality issues identified; (e) dialing-up testing efforts when systemic and/or processor-level quality issues are identified; (f) creating recommendations for improving quality results; and (g) analyzing second and third line of defense quality programs and issues identified to ensure testing alignment with the DSO Program.
The QMM's is responsible for day-to-day management of Program testers, including (without limitation): (a) assignment of loan testing pipeline; (b) monitoring tester completion rates and overall productivity; (c) monitoring individual tester results to ensure accuracy in scoring; (c) conducting calibration sessions with all testers to ensure consistency in scoring methodology; and (d) coaching testers to improve results and/or correct behaviors.
Managing the testing team by assigning loan testing pipelines, monitoring tester completion rates, validating results to ensure accuracy in scoring, and conducting calibration sessions to ensure consistency in scoring.
Analyzing issues identified to determine a root cause and to identify actions needed to eliminate repeat findings.
Managing Program requirements including summarizing and communicating testing results, escalating issues identified, and creating recommendations for improving overall quality results.
Analyzing second and third line of defense quality programs and/or quality findings to ensure alignment with DSO Program.
Partnering with other default servicing teams, and other internal business partners, to assist in the continued development of a best in class default servicing operation.
Completing special projects as designated by management.
Adhere to all REGULATORY AND COMPLIANCE issues linked to the job and the team and understand how these issues help the bank achieve the vision of remaining an independent bank.
HS Diploma, GED or Foreign Equivalent required
Bachelor's Degree or Comparable Work Experience preferred
8+ years' experience in default servicing, banking, or financial services operational support role with experience managing people (preferably across multiple locations) and managing key departmental initiatives and/or processes.
5+ years in an audit or operational risk management role, preferred 3+ years in establishing testing paradigms in rule change environment that frequently changes.
Experience in accounting, finance management, or similar experience understanding accounting practices is preferred.
Broad exposure to default servicing requirements (regulatory, investor/insurer, state/federal law).
Strong understanding of best practices industry-wide servicing operations (end-to-end) as well as regulatory expectations for default servicing operational programs.
Experience in bridging statistical analysis, technology, and operational processes.
Exceptional written and oral communication including facilitation & summarization skills to drive action and results
Must be highly organized and have a strong attention to detail including the ability to create and maintain documentation
Ability to work with, lead and consult with all levels in the organization up to and including executives
Have an innate ability to understand very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved
Adjusts positively to quickly-changing priorities and shifting goals
Ability to interact professionally with a diverse group: executives, managers, vendors, and investors
Strong ability to work with a sense of urgency in a fast pace environment
Keen attention to detail
Excellent organizational, planning, and time management skills
Ability to effectively prioritize and execute tasks while managing multiple assignments
Proven ability to work in collaboration with other teams.
Strong ability to facilitate effective meetings with employees at all levels.
Proven equally comfortable working with people, technology, and data
Proven in-depth knowledge of Microsoft Office products
Proven ability to manage and coach a team
Strong problem solving skills with little to no direction needed
Ability to maintain a positive attitude and professional demeanor in demanding situations
Ability to thrive in a fast-paced high-pressure environment
Ability to escalate difficult situations/issues effectively