Description As the Home Mortgage Consumer QA QC Lead, the primary function of this position is to ensure the Home Mortgages are in compliance with all applicable secondary market, private and government loan programs. Re-Underwrite and review all underwriting decisions to the daily QA selection of loans to ensure that all guidelines on mortgage products are being met by Home Mortgage product staff. Determine if all AUS conditions were input correctly, and conditions were satisfied. Review each appraisal for soundness and determine if review appraisal is warranted. Review legal documents to ensure accuracy. Assist in the performance of periodic targeted assurance reviews and perform other credit and qualify control duties that may be assigned. Primary responsibilities include + Execute tasks within defined processing parameters, ensuring accuracy and attention to detail. + Respond to internal and external customer inquiries within 24 hours. + Escalate issues or risks to management within 24 hours. + Identify and suggest improvements to enhance customer experience. + Comply with all relevant regulatory requirements, including state and federal laws. + Complete all required Regulatory and HR compliance training quarterly by deadlines. + Demonstrate leadership qualities and maintain a professional, positive attitude in all interactions. + Work toward Personal Development Plan (PDP) goals and present progress to management. Qualifications, Education, Certifications and/or Other Professional Credentials + 7+ years mortgage experience with in-depth knowledge of manual underwriting guidelines, FHA (DE preferred) VA and manual underwriting analysis. + Advanced knowledge of all income types and sources, including the ability to interpret personal and business tax returns and other complex loan scenarios. + Advanced knowledge and experience of underwriting of high/ultra-high net worth borrowers to include analysis of multiple businesses, large real estate portfolios and diverse asset portfolios. + Experience with ACES, Empower, Encompass is a plus. + Sound knowledge of the consumer mortgage lending process and workflow through Prefunding. + Sound knowledge of secondary, private, investor and government mortgage loan programs. + Strong oral and written communication skills with solid organization, interpersonal, analytical and problem-solving skills. + Must be detailed oriented and maintain accuracy in a fast-paced environment. + Ability to manage change and take on new tasks as required. + Ability to work under minimum supervision. + Must be production oriented to meet department productivity goals and deadlines. + Demonstrate ability to maintain a high-level of confidentiality. Hours & Work Schedule + Hours per Week: 40 + Work Schedule: 8 to 5 - Role is Hybrid 4 days a week in office Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. 09/30/2025