Summary:

The Loan Assumption Supervisor is responsible for leading, coaching, and managing a team of Loan Assumption Processors handling both Non-Credit Qualifying (NCQ/Simple) and Credit Qualifying (CQ) assumption files. This role bridges the gap between front-line processing and operations management - ensuring pipeline health, SLA adherence, investor compliance, and team performance across a high-volume servicing environment. The Supervisor serves as the first escalation point for processors, a quality control checkpoint, and a driving force behind the team's industry-leading cycle times and pull-through rates.

Essential Job Duties and Responsibilities:

Team Leadership & Performance Management

• Directly supervise a team of 5-10 Loan Assumption Processors, providing day-to-day coaching, guidance, and accountability
• Conduct regular 1:1s, team huddles, and performance reviews to track individual KPIs and pipeline health
• Identify skill gaps and coordinate targeted training on NCQ/CQ processing, investor guidelines, and SLA management
• Onboard and ramp new processors, ensuring proficiency across both file types within defined timelines
• Manage staffing allocation across the blended pipeline to optimize throughput and prevent bottlenecks

Pipeline Oversight & Escalation Management

• Monitor team-wide pipeline and proactively identifying stalled files, SLA risks, and gate aging issues etc
• Serve as the first escalation point for complex or exception files (VA delinquencies, estate assumptions, contested divorces, investor exceptions)
• Coordinate with the Assumptions Operations Manager on capacity planning, volume forecasting, and resource alignment
• Approve and document exception handling in accordance with investor guidelines and internal policy
• Partner with other departments to ensure a smooth process from processing through closing

Quality Control & Compliance

• Perform file audits and pre-submission reviews to ensure accuracy, completeness, and investor compliance
• Enforce TRID compliance standards: ensure CDs are issued for purchase and VA CQ assumptions; itemization forms used for non-TRID files
• Monitor adherence to FHA, VA, Fannie Mae, and Freddie Mac assumption guidelines across the team
• Track state-specific documentation requirements and ensure processors are flagging them correctly
• Identify recurring errors or compliance gaps and implement corrective action plans

SLA & Metrics Accountability

• Hold team accountable to departmental SLA benchmarks: welcome call within 24-48 hours, NCQ cycle time of 30-45 days, CQ cycle time of 45-60 days
• Report weekly on team pipeline metrics, cycle times, pull-through rates, and SLA adherence to the Operations Manager
• Drive continuous improvement initiatives to maintain pull-through rates that outperform industry benchmarks (NCQ: 80-100%; CQ: ~62%)
• Champion RON (Remote Online Notarization) adoption across NCQ files to eliminate split-signing delays

Borrower Experience & Escalated Communication

• Step in as escalated point of contact for borrower concerns that exceed processor-level resolution
• Model and reinforce best practices for dual-borrower communication (both selling and assuming parties)
• Ensure processors understand the unique complexity of managing two customers simultaneously across divorce, estate, and purchase scenarios

Cross-Functional Collaboration

• Act as liaison between internal departments to support process alignment and collaboration
• Participate in operational planning meetings and contribute to process improvement workstreams
• Provide feedback on system workflows and escalate tool-related issues to appropriate teams
• Comply with all company policies and procedures.
• Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

• This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

• Bachelor's Degree from a Four (4) year College or University.
• 5+ years of mortgage assumption or mortgage servicing experience, including 1-2 years in a lead or supervisory capacity
• Deep working knowledge of FHA, VA, Fannie Mae, and Freddie Mac assumption guidelines
• Demonstrated ability to manage and develop high-performing teams in a fast-paced environment
• Proficiency in LOS and pipeline management
• Strong analytical and problem-solving skills with ability to manage escalations and exceptions decisively
• Excellent verbal and written communication skills for both internal leadership and borrower-escalation scenarios
• Proven track record of SLA adherence and metric-driven performance management

Preferred

• Prior experience with RON platforms and digital closing workflows
• Familiarity with TRID compliance and CD issuance requirements across assumption types
• Experience in a blended NCQ/CQ processing environment
• Background in mortgage servicing or post-close operations

Certificates, Licenses, Registrations:

• None Required

Work Complexity:

Problems and issues faced are general, and may require understanding of broader set of issues, but typically are not complex. Problems may require understanding of other job areas. Problems are typically solved through drawing from prior experiences, with analysis of the issue.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.