SUMMARY:

The QAQC Mortgage Servicing Manager is responsible for the design, execution, and continuous improvement of the servicing QC framework to ensure regulatory compliance, operational integrity, and consistent loan quality across the full servicing lifecycle.

This role serves as a subject matter expert in Servicing QC operations and ACES Quality Management & Control® (CAA-certified, preferred), leading audit strategy, defect governance, root cause analysis, and reporting. The manager ensures QC activities are aligned with regulatory requirements, investor expectations, and internal risk frameworks while driving operational excellence and scalability.

This is a regular, full-time, remote/work-from-home position with a regular working schedule of Monday through Friday, 8:30AM - 5:00PM (applicable to any time zone).

ESSENTIAL FUNCTIONS:

The following is a list of essential functions, which is subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function based on business needs or at its sole discretion.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

QC Program Leadership & ACES Ownership

• Lead the end-to-end Servicing QC program, including audit methodology, sampling design, and review execution

• Serve as the ACES (CAA, preferred) Subject Matter Expert, administering and optimizing QC workflows, scorecards, and reporting within the ACES platform

• Configure and maintain audit templates, compliance checkpoints, and automated QC workflows aligned with servicing requirements

• Drive standardization of QC processes across servicing portfolios and product types.

Servicing QC Audit Execution

• Oversee QC reviews and compliance testing across critical servicing functions:

• Loan boarding and data integrity

• Payment processing and application

• Escrow analysis and administration

• Customer service and call monitoring

• Loss mitigation, collections, foreclosure, and default

• Perform and oversee loan-level file audits and servicing reviews to ensure regulatory and investor compliance.

• Implement risk-based sampling methodologies to ensure appropriate coverage of high-risk areas

Defect Management & Root Cause Analytics

• Establish and govern defect identification, classification, and severity frameworks

• Lead root cause analysis to identify systemic control gaps and operational breakdowns

• Drive corrective action plans (CAPs) and partner with operations for remediation execution

• Utilize ACES reporting capabilities to track:

• Defect trends

• Repeat findings

• Process breakdowns and control failures

Compliance Alignment & Regulatory Oversight

• Ensure QC program aligns with all servicing regulatory requirements, including:

• RESPA (Reg X), TILA (Reg Z), CFPB servicing rules

• FDCPA, FCRA, UDAAP, and applicable state laws

• Translate regulatory requirements into QC audit checkpoints, testing scripts, and control validations

• Support regulatory change-management by updating QC frameworks and audit scopes as requirements evolve.

Audit, Exam & Issue Management

This position will lead QC support for:

• Internal audit reviews

• Regulatory examinations

• Investor and agency audits

• Managing end-to-end issue lifecycle, including escalation, tracking, remediation, and validation

• Ensuring audit findings are supported by clear documentation, defensible QC results, and traceable evidence

Operational Excellence & Continuous Improvement

• Drive continuous improvement initiatives using QC insights and defect trending

• Partner with Servicing Operations, Compliance, and Risk (Xactus Clients) teams to enhance controls and reduce defects

• Identify opportunities for automation and efficiency gains within QC processes, particularly within ACES workflows

Training & QC Enablement

• Lead training and certification programs to reinforce QC standards and regulatory requirements

• Educate business partners on QC findings, emerging risks, and control expectations

• Promote a culture of quality, accountability, and audit readiness

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree in finance, business, risk, or related field required.

• Minimum 8-12+ years of mortgage servicing QC, compliance, or audit experience.

• 5+ years of demonstrated leadership experience managing QC or audit teams.

• Deep expertise across the full servicing lifecycle (boarding through default and payoff); and MSP applications.

• Advanced ACES Quality Management & Control® experience required.

• CAA (Certified ACES Administrator) strongly preferred.

SKILLS AND COMPETENTCIES:

• Demonstrated experience designing QC programs within ACES

• Configuring audit templates, scorecards, and workflows

• Leveraging ACES reporting for defect trending and governance

• Expertise in QC audit methodology, sampling, and testing frameworks

• Strong analytical skills with focus on defect trending and root cause identification

• Advanced reporting and dashboarding capabilities (ACES + Excel/BI tools)

• Strong executive communication and stakeholder management skills

• Ability to design scalable, technology-enabled QC programs

Analytical & Problem-Solving Skills:

• Strong attention to detail and accuracy.

• Ability to identify control gaps and recommend effective solutions.

• Critical thinking and sound judgment in evaluating complex servicing scenarios.

• Strong organizational skills and ability to meet deadlines in a fast-paced environment.

Communication & Interpersonal Skills:

• Leads with a quality-first, audit-ready mindset

• Drives data-informed decision making and operational accountability

• Acts as a trusted advisor across Compliance, Risk, and Servicing Operations

• Champions continuous improvement and control optimization

• Excellent written and verbal communication skills.

• Ability to present findings and recommendations clearly to various audiences.

• Collaborative mindset with the ability to work cross-functionally.

WORKING CONDITIONS:

• Traditional office environment with low-to-moderate office noise (computers, phones and business conversations). The position may be remote from main offices.

• May require occasional travel.

• May require flexibility in hours.

PHYSICAL DEMANDS:

• Lifting/carrying up to 10 lbs.

• Manual dexterity for computer work

• Speaking, hearing and vision are required to perform essential functions.

ADDITIONAL INFORMATION REGARDING EMPLOYMENT WITH XACTUS:

If applying for a position at Xactus, candidates must be a resident of the United States, and should be authorized and eligible for employment in the United States. Xactus does not provide visa sponsorship at this time.

If hired to work at Xactus, employment is contingent upon successful completion of required background checks and pre-employment drug screening.

No agency submissions, please. We do not accept unsolicited resumes from third-party recruiters.