Mortgage Servicing Quality Review Supervisor

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GENERAL FUNCTION:

The Mortgage Servicing Quality Review Supervisor will manage staff to facilitate workflow, monitor productivity, and verify compliance with Bancorp and investor policies and procedures in Mortgage Performing and Default Servicing. This position has a direct impact to Bank losses of over $200 mm annually.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coordinate departmental quality control efforts, ensure compliance with all Federal programs and administer ongoing control initiatives to monitor the entire Servicing department.

• Responsible for ensuring personal and team compliance with directives, both verbal and electronic, from regulatory agencies, GSEs, investors and insurers for Mortgage Performing and Default Servicing functional work groups.

• Identifies and implements work efficiencies through process improvement techniques and product development for delinquency resolution.

• Performs and/or delegates audits of routine workout loans to confirm that mortgage processes have been performed in accordance with the Bank's and investor requirements, government regulations and the Bank's quality control program.

• Evaluates the quality of the files audited, document deficiencies, and determine the potential causes of the deficiencies.

• Reports significant findings on a file-by-file basis and distributes to appropriate internal parties.

• Maintain Service Level Agreements for timeliness of reviews.

• Leads the development, implementation and tracking of unit policies and procedures in order to continue business, increase productivity and ensure compliance.

• Manages and provides daily, weekly, bi-weekly and monthly reporting for applicable areas and ensures reporting standards and data integrity are maintained.

• Provides extensive loss analysis and recommendations for processes such as loan workouts, Bids and Valuations.

• Collaborates with other quality control personnel and provides research support for findings.

• Partner with senior management to address control breakdowns, inadequate processes, and unexpected events.

• Ensures escalated issues are resolved.

• Lead report preparation on the audit sample, making recommendations for appropriate corrective actions to reduce or prevent the occurrence of similar deficiencies in the future.

• Develop recommendations to eliminate or mitigate observed risks and to implement process improvement recommendations.

• Partners with associates from Mortgage Operations, Internal Audit Underwriting, Collections or Servicing to stay abreast of their processes and the impacts on current servicing processes.

• Provides daily management, coaching and feedback to staff through account reviews, monitors and side-by-sides and oversight of all quality control efforts.

• Coordinates the training of new hires. Manages the up-training of staff, ensuring staff has a full understanding of departmental and Bank procedures as well as individual job responsibilities, goals and performance standards.

• Promotes teamwork, ensures the cross training of employees, and drives employee engagement.

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid, and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

KNOWLEDGEAND SKILLS REQUIRED:

• Bachelor's degree and/or equivalent work experience in a related field

• Minimum 3 year supervisory/lead experience.

• Minimum 5 or more years of experience in mortgage servicing/default preferred.

• Minimum 5 or more years of experience in quality assurance preferred.

• Knowledge of legal requirements for loss mitigation and foreclosure processes.

• Knowledge of accepted default servicing practices and default processes of foreclosure, bankruptcy, REO.

• Proven leadership skills and ability to work in a team environment.

• Excellent communication, problem-solving, and organizational skills.

• Experience with Microsoft Word, Excel, PowerPoint, Access and Outlook.

• Maintains up to date knowledge of existing and emerging compliance, regulatory and bank servicing requirements.

• Maintains up to date knowledge of servicing processes such as collections / default servicing, Foreclosure, Bankruptcy, REO, Property Preservation, claims servicing processes applicable to performing job function.

• Extensive experience analyzing financial statements, tax returns, credit reports, home appraisals, title searches, real estate listing, purchase agreements and other documents.

• Extensive knowledge of investor reporting.

• Systems knowledge Loanserv / ACE / CACS / Mainframe / BITB / MVP / Loansphere.

• Extensive knowledge of servicing processes, rules and regulations including but not limited to RESPA, FFDCPA, GLBA, FFIEC. Federal and state laws related to legal Foreclosure and bankruptcy proceedings.

Mortgage Servicing Quality Review SupervisorLOCATION -- Cincinnati, Ohio 45227

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.