About the job
FUNCTIONAL/OPERATIONAL:
- Identify and document all process, workflow, and system gaps, implementing necessary solutions.
- Collaborate with compliance and risk teams to address existing issues, establishing a formal follow-up and approval process.
- Oversee and enhance in-house REO settlement operation initiatives.
- Develop and maintain strategies to manage high production volumes while minimizing errors.
- Monitor productivity metrics and implement strategies for continuous improvement.
- Prioritize the needs and expectations of both internal and external customers, enhancing performance by addressing process and product deficiencies.
- Utilize customer feedback and quality performance data to advocate for improvements in personnel, processes, or technology to achieve excellence in settlement operations.
- Oversee quality performance and turnaround times for each settlement vendor, providing regular feedback to strengthen strategic partnerships.
- Assist in resolving issues that arise between vendors and operational staff, serving as a subject matter expert and communication conduit.
- Track daily production reports and proactively manage files nearing SLA deadlines.
- Use quality control results to design and implement training plans aimed at continuous improvement of all settlement activities.
- Support the development and execution of internal settlement activities, creating comprehensive training materials to ensure full compliance with state regulations.
KEY RESULT AREAS:
- Design processes, workflows, and system requirements for all REO settlement activities.
- Optimize and implement process and technology plans to ensure excellence in settlement functions.
- Act as the subject matter expert and communication bridge between staff and vendors, as well as cross-functional teams.

