Manager, Modification Processing

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Examples below:

Lead, develop, and manage a team of Team Leads and processing/administration staff, driving productivity, quality, and adherence to SLAs

Establish and monitor KPIs (quality, TAT, throughput, conversion rates) to drive performance and accountability

Monitor workflow efficiency and implement process improvements to enhance throughput and reduce cycle times

Partner with internal departments and third parties to execute requests and drive operational efficiencies

Oversee quality assurance by reviewing production output for accuracy and completeness

Maintain and update team manuals, SOPs, and procedures in alignment with regulatory requirements and best practices

Establish and enforce controls to ensure accuracy of modification documentation, system inputs, and borrower communications

Oversee notary processes and ensure adherence to execution and regulatory requirements. The Manager will be required to become and maintain the status of Company notary to notarize documents. Both electronic and paper notarization are conducted by the position on-site.

Key Result Areas:

Set objectives & key results (KPI’s) that support our Service Excellence philosophy and standards, and monitor delivery against these to increase Customer satisfaction levels,

Promote and instill a high performing team culture, foster talent to improve and maintain retention levels, and support change management initiatives
Allocate resources and drive accountability to direct reports to ensure achievement of results

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

Four year degree from an accredited University

5+ years mortgage / servicing experience

3+ years of people management experience

Strong analytical, problem-solving, and organizational skills

Excellent communication and stakeholder management skills

Proven track record of leading high-performing teams in a fast-paced, compliance-driven environment

Detail-oriented with strong analytical skills to identify trends, risks, and improvement opportunities