Assistant Manager, Specialized Mortgage Operations and Support (Quality Service)

Overview

To assist with managing, planning, and directing frameworks, measurements, policies, standards, and procedures in support of the Real Estate Lending (REL) Department to ensure the overall effectiveness of compliance management programs, analytics, and operations. Assist with ensuring the Specialized Mortgage Servicing & Support processes and strategies align with REL business initiatives, achieve business objectives, improve the quality of service, and mitigate legal and fraud exposure. Collaborate with other REL business units, Regulatory Compliance, Office of General Counsel, and Security to assess and support operational functions. Ensure adherence to laws, regulations, policies, best practices, and industry standards related to the activities of the business unit.

• Develop and implement tools, methods, and programs to identify and mitigate exposure to operational, regulatory, legal and fraud concerns
• Assist in the development and translation of strategy and goals into branch objectives, plans, and actions including strategic planning and goalsetting for the division
• Conceptualize and oversee the implementation of tools, methods, processes, and strategies to identify and mitigate mortgage misrepresentation, loss or impact to collateral, legal exposure and monitor employee conduct to ensure best practices and compliance with regulations and policies
• Manage and oversee the timely and effective resolution of mortgage reviews for misrepresentation, processing of collateral change requests, successor in interest validations, power of attorney reviews, legal case review and assistance, member complaints, research for internal risk issues, implementation of process improvements and audits, exams or remediation efforts.
• Manage and partner on efforts to identify and develop innovative, creative, and strategic initiatives for process improvements to support, sustain, and improve operations in REL
• Collaborate with the Office of General Counsel (OGC), Regulatory Compliance, other NFCU business areas, audit, and regulators to support initiatives
• Manage effective handling of legal notices related to REL transactions
• Assist with and ensure oversite of timely and effective resolution of mortgage reviews for misrepresentation, processing of collateral change requests, successor in interest validations, power of attorney reviews, legal case review and assistance, member complaints, and research for internal risk matters
• Serve as back up subject matter expert (SME) for issues related to court actions involving mortgage misrepresentation and/or real estate collateral to protect NFCU assets and represent Navy Federal in legal proceedings
• Ensure compliance with applicable federal and state laws, regulations, and NFCU policies and procedures
• Develop and implement solutions to strengthen operational controls
• Serve as point of contact for audit, examinations, remediation efforts, regulatory changes, and process improvement projects related to REL Strategy & Support functions
• Oversee the creation, progression and close out of projects and assign responsibilities/tasks based on priority, staff availability, and resources
• Collaborate with staff, senior management, and business partners to assess and support organizational needs by assisting with the development of strategies, tactics, and quality solutions
• Stay abreast of regulatory compliance standards and state law changes, new and developing trends and best practices and ensure changes are implemented timely and effectively.
• Acquire, process and assess production data and statistics to develop effective recommendations for management actions/initiatives
• Contribute to a culture of collaboration by actively working across business lines and sharing knowledge
• Perform other duties as assigned

• Advanced experience managing legal and/or compliance related activities in mortgage or other financial services industry
• Significant knowledge of pertinent federal and state laws, rules and regulations, policies, best practices, and industry standards related to mortgage activities
• Advanced experience managing multi-dimensional teams and projects which involve organization, holding strategy and status meetings, planning, motivating and managing the project team
• Significant experience working with internal audit and external examiners
• Advanced experience in leading, guiding, and mentoring others, specifically those in a leadership role
• Advanced leadership skills and ability to prioritize multiple duties to achieve results in a multi-tasked, time sensitive office environment
• Advanced analytical/quantitative, reconciliation and deductive reasoning skills
• Advanced skill developing and implementing programs in a leadership role
• Advanced skill building effective relationships with all levels of staff, management, stakeholders, and vendors, through rapport, trust, diplomacy, and tact
• Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Effective skill in building strategic and execution-focused plans and alliances with partner leadership
• Effective skill in the use of PCs and related software packages
• Advanced verbal and written communication skills
• Bachelor's Degree in a related field or the equivalent combination of education, training, and/or experience