Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.
Direct the evolution, testing, and continuous refinement of the Newrez/Shellpoint letter library.
Form partnerships with internal stakeholders to review and ensure the precision, clarity, and brevity of the letter content.
Perform proactive testing to identify potential issues with letter content and criteria.
Collaborate with various departments within the organization.
Consult with or provide expert advice to management of various lines of business when creating new letters, notices, and statements.
Collaborate with Compliance, Legal, Bankruptcy, and other departments to create and review statements, letters, and notices for quality and compliance.
Manage offshore team's performance related to quality review and test tasks.
Respond to remediation requests and oversee its resolution.
Supervise the periodic letter recertification process.
Oversee special projects related to quality assurance, audit, QA/QC, and remediation.

High school diploma or equivalent, required
Bachelor's Degree, preferred
2-4 years quality control experience required
3+ years mortgage experience, preferred
Prior experience managing employees in an analytics-based environment or project management is a plus
Ability to write and format professional business letters
Project management skills
Excellent written communication skills (grammar, spelling, and punctuation)
Knowledge of SharePoint
Advanced knowledge of Microsoft Excel and Word
Ability to effectively and professionally communicate with frontline associates, management, executives, clients, and investors
Impeccable organizational skills and attention to detail
Strong research ability, understanding complex, multi-level, multi-source information
Self-motivated, self-starter with the ability to work independently with little to no supervision
Excellent follow-up skills, and the ability to meet strict deadlines while maintaining highest quality performance
Ability to work outside of normal business hours.

Quality Assurance Coordinator – On-site

Key skills