Shellpoint Mortgage Servicing (SMS) is one of America’s top-five non-bank mortgage-servicing companies. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms). On their behalf, we manage (or “service”) their loan portfolios, which means that we collect homeowners’ mortgage payments, pay their tax and insurance bills, and help homeowners in default to get current.
Primary Function
The Team Lead - Quality Control is a senior-level auditor responsible for ensuring the highest standards of quality control and audit oversight within Newrez. This position requires close collaboration with the Quality Control Manager to oversee and enhance the audit processes, ensuring compliance with regulatory requirements and internal standards. The ideal candidate will possess extensive experience in quality control and auditing, demonstrating exceptional analytical skills, attention to detail, and the ability to lead a team towards achieving operational excellence.
Principal Duties
List of required duties below. Distinguish on-site duties with a *.
Serve as a subject matter expert on industry regulatory laws, including FDCPA, TCPA, GLBA, FCRA, FACTA, Privacy Act, Dodd-Frank, UDAPP, and other state and federal regulations.
Actively participate in calibration meetings to support audit processes and test new procedures.
Assist in creating training material and facilitate of training team members.
Plan and execute audit assignments efficiently, timely, and professionally.
Schedule and coordinate call monitoring audits to ensure production output meets established quotas.
Assist in designing and implementing improvements or new audits to monitor regulatory compliance.
Oversee and ensure the completion of all call monitoring audits.
Investigate and evaluate accounts, items, or processes selected for audit.
Utilize databases to maintain comprehensive and detailed audit records.
Assist in generating error reports based on audit findings.
Ensure all call monitoring audits adhere to quality standards and contractual requirements.
Complete required UAT for new audits as required.
Perform call audits for high profile clients/investor as needed.
Performs related duties as assigned by management.
These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on-site work to perform the role satisfactorily.
Education And Experience
Required education and experience.
Bachelor’s degree or higher, with professional certifications considered advantageous.
6+ years’ mortgage industry experience in business controls, compliance, or audit.
Demonstrated experience effectively managing relationships with internal and external partners.
Knowledge, Skills, And Abilities
Required knowledge, skills, and ability.
Data Analysis and Reporting: Proficiency in collecting, analyzing, and interpreting data related to customer calls, and ability to evaluate reporting trends for management review.
Regulatory Compliance Knowledge: Familiarity with relevant industry regulations and compliance standards to ensure that call handling processes adhere to legal requirements and industry best practices.
Communication Skills: Strong verbal and written communication skills to interact with customers, internal teams, and stakeholders professionally and effectively.
Proficient with Microsoft – PowerPoint, Excel, Word & Outlook.
To excel in this role, one should naturally embody empathy, possess strong analytical abilities, excel in communication, and demonstrate a keen willingness to learn about our products, policies, and procedures. Thriving in a demanding environment, embracing challenges with enthusiasm and determination, is essential.
While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.
By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.
Company Perks
15 Paid Time Off (PTO) days and 18 after 1st anniversary!
9 Paid Holidays
Employee Engagement Activities
Company Benefits
Medical (including Health Savings Account & Flexible Savings Account)
Dental - RX – Vision – Life, Disability Insurance – 401(k) Plan with company match! – Employee Assistance Plan
Performance-based Incentives
Pet Insurance
Advancement Opportunities
Newrez NOW
Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Quality Assurance
Industries
Financial Services
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