QC Manager (Mortgage)

Job Purpose

The QC Manager leads the credit auditing team to ensure accurate, on-time delivery of audit services in line with client SLAs and company standards. This role manages daily workflow, coaches and develops staff, responds promptly to client and vendor inquiries, and partners with senior operations leadership to meet Key Performance Measures and continuously improve processes.

Responsibilities

• Respond to client communications or inquiries within one hour of receipt from client during standard business hours.  Provide timely feedback on items to be researched further for client.
• Work to ensure all Client deadlines and company standard turn times are met on a daily basis.
• Follow-up on audit groups to ensure timely completion within client audit SLAs.
• Manage credit auditing staff; enforce company policies and procedures.
• Review and respond to Vendor Reviews from clients ensuring applicable SLAs are met.
• Plan, coordinate, monitor and adjust daily/weekly work assignments; ensure all work in credit division is completed accurately and timely.  Inform staff of assigned work and work assignment changes as applicable.
• Conduct monthly credit auditing staff meetings.
• Responsible for new members of team to ensure they are properly trained, receive a goal plan and work to ensure milestones are met with quality.
• Provide leadership to the auditing staff to assist them in meeting their goals.
• Provide recommendations for workflow enhancements to Vice President of Operations.
• Provide auditing staff members with feedback, work with them on corrective actions, ensure staff members make changes within an acceptable timeframe based on feedback given.  This includes, but is not limited to, feedback from reconciliation of billing, internal audits, monthly review of manager notes and annual review.
• Based on Client needs, call mandatory overtime (as approved by Vice President of Operations and Divisional President) as needed for auditing staff. Oversee management of all overtime worked and/or needed.
• Maintain accurate records in ADP and calendar for all auditing staff. Ensure timecards for staff and ADP are updated.
• As part of the Ops team, audit files when necessary.
• Assist Divisional President with billing process and billing outsource files in manager review status.
• E-mail daily recap to management daily.
• Work with Vice President of Operations to ensure Key Performance Measures are met.
• Manage team lead to ensure all team lead’s tasks are being performed timely and accurately.
• Promote a positive work environment.
• Perform other duties as required or assigned.
• Knowledge and Experience
• 4 Year Business Administration Degree or Equivalent
• 4 Years Proven Managerial Experience
• 15 Years Residential Mortgage Experience
• Proven Working Experience with Current Front-Line Underwriting to FNMA, Freddie Mac, VA, FHA and USDA guidelines
• Proven Working Knowledge of Mortgage Loan Fraud Detection and Prevention Policies and Procedures
• Proven Personnel Training Skills
• Proven Personnel and Business Administration Skills (4 years)
• Proven Personal Leadership and Motivational skills
• Experience with employee management, customer service, time management and problem solving
• Proficiency with Microsoft Office applications, specifically Word & Excel & other PC applications
• Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.