Manager, Servicing Change Management

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

POSITION SUMMARY

The Manager - Servicing Change Management works closely with the Director and collaborates with Legal, Compliance, and Operational departments at Newrez to ensure Compliance related changes and issues are properly identified, tracked, cured, and tested for failures in policy, process, and technology. The Manager leads the team of Analysts responsible to submit to the Director all completed work products and ensures materials are completed according to prescribed schedules from Compliance leadership. The Manager leads the team of Analysts, offering specialized Compliance guidance to business partners and serving as a key Compliance resource. They are responsible for ensuring the team delivers timely and accurate work products that guarantee loans are originated and serviced in compliance with federal, state, and local regulations.

DESCRIPTION

Duties and Responsibilities

• Manage the team of Compliance Analysts to ensure action plans are tracked, managed, and implemented correctly.
• Support the team for the successful intake of issue with processes, policies, federal and state laws, and technology through actively reviewing federal and state exam reports, quality assurance and quality control processes, testing and monitoring results, client and investor due diligence review results, and other third-party reviews. Ensure the team has a consistent feedback loop with legal and other teams to support new law tracking, review, and appropriate action plan initiation.
• Production, distribution, and tracking of compliance bulletins to affected business units.
• Review all submitted work products to ensure materials are completed timely, accurately, and according to prescribed guidelines Provide timely materials to the Director to support all required compliance reporting to the Risk, Audit, and Compliance Committees
• Assist the Director with facilitation of the flow of information between the Complaints, QC, & QA Monitoring Team(s) and process owners, to ensure the programs serve as a platform to assess, remediate, and cure gaps and improve the safety and soundness of the related servicing practices.
• Ensure verified exceptions passed to Compliance Change Management for remediation, are documented, tracked, receive appropriate prioritization, handling, and that resolution is reached to cure the process gap.
• Ensure documentation of remediation action plans is tested, validated, approved, and consistently stored for record retention and examination requirements.
• Lead, mentor, and guide a team of analysts, providing ongoing performance reviews to ensure goals and expectations are consistently achieved.
• Support recruitment and staffing strategies to ensure alignment with business objectives and needs.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Associate or bachelor’s degree in business, related field, or equivalent experience.
• 6-8 years proven and progressive financial services operations, compliance, and/or legal management experience or equivalent.
• Strong project-management skills, with a proven ability to coordinate across departments and functions.
• Strong technical skills including familiarity with mortgage servicing systems, quality assurance software, and tracking systems; SharePoint & SQL preferred.

Skills, Abilities, and Knowledge

• Knowledge of state and federal laws governing mortgage servicing as well as knowledge of loan processing, closing, and servicing practices.
• Demonstrated knowledge and application of consumer protection laws and regulations such as TILA/Regulation Z, ECOA/Regulation B, FCRA, FACTA, FDCPA, SCRA, BSA/AML, EFTA, UDAAP, and GLBA - HMDA a plus.
• Ability to monitor and analyze trends, data and quality assurance results and formulate, recommend, and implement appropriate changes.
• Good managerial, communications, analytical, organizational, project management and planning skills. Proven ability to take a project from start to finish.
• Strong communication skills - ability to articulate verbally and in writing, plans, processes, policies, and issues to stakeholders.
• Ability to thrive in a fast-paced environment without sacrificing quality.

REVISION HISTORY

Last Updated: 3/7/2025

Additional Information:

While this de