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GENERAL FUNCTION:

Under minimal supervision, the Quality Review Team Lead assists the Leadership Team in coordinating, delegating, and prioritizing work with internal/external customers and business partners related to Mortgage Performing and Default Servicing.

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 & RESPONSIBILITIES

• Partner with leadership to train, coach and develop the QRA team.

• Assists leadership with daily workflow management.

• Potentially coordinates team meetings and drive special projects/initiatives.

• Performs sample and in-line first line of defense quality reviews, including but not limited to: Loss Mitigation Workouts (Approved, Denied, Appeal), Pending Customer Communications, Valuations, Foreclosure Bids & Sales and Claims to determine compliance with specific bank, investor, and insurer guidelines.

• 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.

• Re-underwrites Loss Mitigation Workouts to determine workout appropriateness and proper workout structure.

• May analyze financial statements, tax returns, credit reports, home appraisals, title searches, real estate listing, purchase agreements, modification agreements, system data, and other items.

• Responsible for accurate utilization of QR checklists and tracking logs.

• Maintain Service Level Agreements for timeliness of reviews.

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

• Provides leadership in developing recommendations to eliminate or mitigate observed risks and to implement process improvement recommendations.

• Responsibilities include handling of confidential or restricted information requiring the individual to maintain confidentiality.

• Assists the Supervisor with daily workflow management.

• Assist with projects as assigned by Management.

• Interacts with the Testing and Monitoring Analysts to further develop review and investigation skills and overall servicing knowledge.

• Primary support for audits related to Quality Review.

• Provide feedback to Management with ideas on process improvement and potential enhancements and or changes needed to current process / policy / procedure.

• Identify and implement work efficiencies through process improvement techniques.

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

• Prioritizes work and delegates tasks to ensure proper coverage.

• Communicates feedback from the team to management while encouraging employee engagement. Identify group and individual training needs and work with management to develop the best approach for improvements.

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

• Serve as a backup to leadership for meetings or as assigned in their absence.

• Prepares, pre-approves, and negotiates workouts, approval forms and necessary documents to applicable workouts.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

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

• Minimum 4 or more years of experience in mortgage servicing/default preferred.

• Minimum 4 or more years of experience in quality assurance preferred

• Proven leadership skills, initiative, detailed orientation, strong analytical skills, and decisive decision-making skills

• Ability to multi-task, handle multiple priorities in a high-volume environment

• Familiarity with collection, lender practices and servicing requirements on mortgages.

• Ability to facilitate and adapt to change and be an advocate to leadership for change management.

• Demonstrate the ability to work in a team environment while presenting a professional image and obtaining the respect of team-mates, peers and management.

• Excellent verbal and written communication skills. Ability to communicate, influence and negotiate with all levels of staff, internal/external customers and business partners.

• Strong problem solving, project management, organizational skills and detail oriented.

• Knowledge of Microsoft products such as Excel, Word, PowerPoint 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 Lead

LOCATION -- 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.