Who we are 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 Quality Assurance Coordinator will direct the evolution, testing, and continuous refinement of the Newrez/Shellpoint letter library. This individual will form partnerships with internal stakeholders to review and ensure the precision, clarity, and brevity of the letter content. The role involves proactive testing to identify potential issues with letter content and criteria, collaborating with various departments within the organization. The ideal candidate will employ their creativity, communication, analytical, and project management skills to nurture an atmosphere of achievement and excellence. Principal Duties: Collaborate with IT, business unit leaders, and external vendors to ensure a high level of quality of business-critical statement and letter products, aligning with compliance, legal, regulatory, client, and strategic needs. Regularly perform focused quality assurance reviews of business letters. Consult with or provide expert advice to management of various lines of business when creating new letters, notices, and statements. This mainly applies to providing guidance on letter trigger and exclusionary criteria, which would determine when important business letters are sent. Collaborate with Compliance, Legal, Bankruptcy, and other departments to create and review statements, letters, and notices for quality and compliance in accordance with applicable federal, state, and local law, any applicable regulatory body, investor guidelines, company policy, and borrower experience standards. Collaborate with print vendors to ensure letters are programmed timely and accurately, establish test plans, conduct proper testing and release to production. In some cases, the Quality Coordinator has authorization to deviate from some of the established procedures (e.g., bypassing certain steps of the letter production process may be required in order to meet a regulatory deadline and ensure that notices are sent timely.) Manage letter change documentation, ensuring all necessary approvals and process steps are documented by responsible parties. Manage offshore team's performance related to quality review and test tasks. Respond to remediation requests and oversee its resolution. Respond to remediation plans initiated by internal quality control teams as well as third parties such as investors and regulatory bodies. Responsible for the investigation and the resolution of letter related issues. Address internal and external quality assurance and audit inquiries. Partner with Print Production management, Compliance, Legal, and other relevant departments to determine root causes, propose solutions, and develop remediation activities for identified issues. Create QC and UAT test scenarios, perform tests, record results. Engage with all enterprise groups to identify root causes for issues, provide suggested solutions, and drive those solutions to completion. Champion quality-oriented strategies, creating, designing, and implementing quality related policies. Effectively communicate and present ideas and findings to a diverse audience, including operations staff, senior management, and third-party clients. Oversee special projects related to quality assurance, audit, QA/QC, and remediation. Oversee the periodic letter recertification process. The successful candidate will bring a commitment to maintaining the highest quality standards in all our communications while fostering a culture of excellence and continuous improvement. Represent the department in company at third-party meetings with the ability to present to senior leadership. Represent the company in handling letter related complaints, presenting departmental changes to other lines of business, representing the department, and providing process overview to third parties, responding to other related issues and inquiries. Facilitate special training when necessary. 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 Bachelor's degree, or at least five years in mortgage servicing experience. Prior experience managing employees in an analytics-based environment or project management is a plus. Knowledge, Skills, and Abilities 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. 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. #LI-KO1 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. CA Privacy Policy CA Notice at Collection The right company in the right industry. In both good economic times and bad, people need homes - and mortgages to buy them. We help these people every day buy homes or refinance their current mortgage loans. In addition to offering an in-demand product, there are two things you should know about us: We value and reward entrepreneurial spirit, and we are growing. Few lenders are as innovative, as financially solid, as well managed and on track to become America’s leading lender as the Newrez Family of Companies. We deliver products and services that turn prospects into delighted customers —providing abundant opportunity for the great people who work here. These competitive advantages set us apart, and they’re why you can grow with us for the long term.