AVP, Quality Assurance
$71,249–$92,000 year
HybridRosemont, Illinois, United States
Job Summary
Oversee daily operations of the Quality Assurance department, managing team processes and ensuring adherence to company procedures regarding mortgage loan servicing. Coordinate revised scorecards, sampling efforts, and reporting results while following up on remediation actions to meet service level expectations at the individual and team levels. Provide effective coaching and feedback during senior reviews or when questions are raised by the team, utilizing strong analytical skills to interpret quality data and propose solutions. This role reports to the VP of Quality Assurance within Fay Servicing, a nationally recognized mortgage servicer specializing in re-performing and non-performing loans. The position requires a minimum of three years in mortgage servicing and five years in quality assurance or risk management, with a hiring range of $71,249.00 to $92,000.00 annually.
Required Qualifications
- Bachelor's degree in related field preferred (or equivalent combination of years of experience with High School diploma/ GED) required
- 3 + years' mortgage servicing
- 5 + years' quality assurance or risk management experience
- 5 + years in one or all of the following: foreclosure, escrow, bankruptcy, statements, payments, loss mitigation, or account management/customer service experience
- 3 + years' management/supervisor experience required
- Strong working knowledge of collections, customer service, loss mitigation, escrows, bankruptcy, payment processing, boarding and foreclosure
- Demonstrated experience effectively influencing people/teams in a fast-paced, dynamic work environment
- Previous experience leading team projects
- Strong customer service skills
- Strong knowledge of Microsoft Office products (Excel, Word, and Power Point)
- Strong organizational skills; effective time management for self and team
- Ability to effectively manage through change; agile
- Strong problem-solving abilities; ability to analyze and interpret quality assurance data to identify opportunities and propose well-developed solutions
- Strong verbal and written communication skills
- Strong listening skills with the ability to facilitate meetings and effectively lead discussions
- Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization
- Strong analytical skills
- Strong attention to detail; strong compliance orientation; high quality of work product
- Solid decision-making abilities coupled with sound judgment
- Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment
- Client focused with strong execution skills and results orientation
- Collaborative approach to work
- Compliance orientation
- Self-directed; comfortable working with ambiguity and uncertainty
- Ability to provide effective coaching and feedback when errors are identified as part of the Sr. 2nd level reviews or when questions are raised by the team
- Effective management skills to include talent selection, training, coaching, mentorship and performance management
Desired Qualifications
- Advanced experience in Black Knight LPS/MSP/Director Premier is a plus
- Extensive knowledge of Share Point, Auditing Software and Data conversions a plus
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