Job Description

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

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 Assurance 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 and 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

• 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.

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.

Additional Information

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.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & Certification reimbursement
• Employee Mortgage Loan Program
• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
• Matching Gifts Program - dollar-for-dollar up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities
• More than $6,000,000 donated since 2020
• 1 in 5 employees participates in at least one Employee Resource Group (ERG)

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.

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