Senior Mortgage Quality Assurance Coordinator at Citizens Business Bank

Job description

SUMMARY The Senior Mortgage Quality Assurance Coordinator serves as the senior technical resource for mortgage quality assurance within Citizens Home Lending (CHL). Working independently with minimal day-to-day oversight, this position leads complex and higher-risk loan reviews, evaluates the effectiveness of operational controls, and drives corrective actions from issue identification through validation of resolution. The role supports accurate loan documentation, timely processing, and adherence to applicable regulatory requirements and Bank policies throughout origination, underwriting, closing, and post-closing. This senior individual contributor exercises judgment in assessing ambiguous findings, identifying systemic weaknesses, and recommending practical solutions. The position leads quality improvement initiatives, provides functional guidance and training to CHL staff, and prepares actionable reporting for management. Advanced mortgage expertise and strong proficiency in Encompass are required. ESSENTIAL DUTIES AND RESPONSIBILITIES Leads complex, higher-risk, and non-routine mortgage quality assurance reviews, including files involving policy exceptions, unusual ownership structures, inconsistent documentation, or recurring deficiencies. Evaluates the supporting record and documents findings, risk implications, and recommended corrective actions. Develops and maintains the CHL quality assurance review framework, including review criteria, checklists, sampling recommendations, escalation thresholds, and documentation standards. Recommends changes to review coverage based on risk trends, business changes, and prior findings; obtains required approvals before implementation. Independently assesses documentation gaps, conflicting information, and control failures within established authority. Determines review priorities and required follow-up, coordinates resolution with the responsible staff, and promptly escalates material or unresolved risks to CHL management and the appropriate control functions. Analyzes root causes of recurring findings across origination, processing, underwriting, and closing. Develops corrective-action recommendations that address the underlying process or control weakness and reduce the likelihood of recurrence. Owns the CHL remediation tracking process. Documents issues, accountable owners, milestones, and supporting evidence; monitors aging and overdue actions; validates corrective-action effectiveness through targeted follow-up reviews before recommending closure. Leads quality assurance reviews at critical pipeline milestones. Evaluates application accuracy, verification records, disclosure documentation, approval conditions, and file completeness before underwriting and closing. Coordinates correction of deficiencies with loan officers, processors, and underwriters while preserving their responsibility for production work. Serves as CHL’s Encompass subject matter resource. Investigates complex workflow, data-integrity, access, and audit-trail issues; coordinates with technology teams and the vendor; recommends preventive system controls; and leads user acceptance testing and documentation of approved changes. Sets up users and personas only after required management approval. Leads CHL’s coordination of post-closing quality control requests and audit or examination responses. Analyzes findings, assembles supporting evidence, prepares proposed responses for management review, and coordinates remediation with Risk, Compliance, Internal Audit, and other responsible parties. Prepares and analyzes weekly and monthly quality reporting, including finding severity, recurring themes, remediation aging, file defects, and control performance. Presents emerging risks, business implications, and recommended actions to CHL management, with clear ownership and follow-up expectations. Serves as the operational lead for application decline and withdrawal controls. Reviews status accuracy and supp