Assumption Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise a group of 5–10 Loan Assumption Processors directly, offering daily coaching, support, and accountability.

• Conduct frequent one-on-ones, team meetings, and performance evaluations to monitor individual KPIs and pipeline status.

• Recognize skill deficiencies and arrange specialized training on NCQ/CQ processing, investor guidelines, and SLA management.

• Facilitate the onboarding process for new processors, ensuring they achieve proficiency across both file types within set timelines.

• Oversee staffing distribution throughout the blended pipeline to enhance throughput and mitigate bottlenecks.

• Track the overall team pipeline, proactively identifying stalled files, SLA risks, and aging gate issues.

• Act as the primary escalation point for intricate or exceptional files (VA delinquencies, estate assumptions, contested divorces, investor exceptions).

• Collaborate with the Assumptions Operations Manager on capacity planning, volume forecasting, and resource allocation.

• Authorize and record exception handling in line with investor guidelines and internal policies.

• Conduct file audits and pre-submission reviews to ensure accuracy, completeness, and compliance with investor standards.

• Uphold TRID compliance standards: ensure that CDs are issued for purchases and VA CQ assumptions; utilize itemization forms for non-TRID files.

• Ensure adherence to FHA, VA, Fannie Mae, and Freddie Mac assumption guidelines within the team.

• Monitor state-specific documentation requirements and ensure processors accurately flag them.

• Identify recurring errors or compliance issues and implement corrective action plans.

• Hold the team accountable to departmental SLA benchmarks: welcome calls within 24–48 hours, NCQ cycle time of 30–45 days, CQ cycle time of 45–60 days.

• Provide weekly reports on team pipeline metrics, cycle times, pull-through rates, and SLA compliance to the Operations Manager.

• Lead continuous improvement initiatives to maintain pull-through rates that exceed industry benchmarks (NCQ: 80–100%; CQ: ~62%).

• Promote RON (Remote Online Notarization) adoption across NCQ files to eliminate split-signing delays.

• Serve as the escalated contact point for borrower concerns that exceed the resolution capabilities of processors.

• Demonstrate and reinforce best practices for dual-borrower communication (both selling and assuming parties).

• Ensure processors comprehend the unique complexities of managing two customers simultaneously in divorce, estate, and purchase scenarios.

• Act as a liaison among internal departments to foster process alignment and collaboration.

• Engage in operational planning meetings and contribute to process improvement workstreams.

• Provide input on system workflows and escalate tool-related issues to the appropriate teams.

• Adhere to all company policies and procedures, maintaining regular and punctual attendance.

⛳️ Requirements

• Bachelor’s Degree from a four (4) year college or university.

• Over 5 years of experience in mortgage assumptions or mortgage servicing, including 1–2 years in a leadership or supervisory role.

• Comprehensive working knowledge of FHA, VA, Fannie Mae, and Freddie Mac assumption guidelines.

• Proven capability to manage and develop high-performing teams in a dynamic environment.

• Proficient in LOS and pipeline management.

• Strong analytical and problem-solving abilities with the capacity to manage escalations and exceptions effectively.

• Excellent verbal and written communication skills for both internal leadership and borrower escalation situations.

• Demonstrated history of SLA compliance and performance management driven by metrics.

• Prior experience with RON platforms and digital closing workflows is preferred.

• Familiarity with TRID compliance and CD issuance requirements across various assumption types.

• Experience in a mixed NCQ/CQ processing environment.

• Background in mortgage servicing or post-closing operations.

🏝️ Benefits

• None specified