Quality Assurance Manager

CFG Bank, headquartered in Baltimore, Maryland, serves the national healthcare and multifamily markets and the Mid-Atlantic region. As the sixth-largest bank in the Baltimore area by deposits and the largest bank headquartered in Baltimore, CFG has grown from $1 billion in assets in 2019 to more than $6 billion today. With over 30 years of industry expertise and a position among the nation's leading healthcare bridge-to-HUD lenders, we combine the capabilities of a large financial institution with the agility, service, and entrepreneurial spirit of a boutique bank.

Recognized by the Baltimore Business Journal as a Best Place to Work, we are committed to creating an environment where employees can grow, make an impact, and build rewarding careers.

POSITION SUMMARY:

The Quality Assurance Manager is responsible for leading quality control, data integrity, reporting accuracy, documentation standards, and audit readiness across the commercial lending portfolio. This role serves as a critical control function within Portfolio Management, ensuring the accuracy, consistency, and completeness of portfolio data, credit reporting, loan documentation, and operational processes. The incumbent partners closely with Portfolio Management, Credit Administration, Risk Management, Audit, Operations, and Lending teams to strengthen the control environment, maintain regulatory compliance, and support high-quality portfolio administration.

The Quality Assurance Manager acts as the department's central owner of quality assurance processes, driving continuous improvement initiatives, establishing standardized procedures, and ensuring readiness for internal audits, external audits, and regulatory examinations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Quality Assurance & Data Integrity

* Lead and oversee quality assurance processes to ensure accuracy, completeness, and compliance across departmental activities.

* Establish and maintain quality control procedures, reporting standards, and documentation requirements.

* Monitor data integrity across systems, reports, and loan records; investigate and resolve discrepancies.

* Identify process improvement opportunities to enhance efficiency, reporting accuracy, and internal controls.
Reporting & Portfolio Monitoring

* Oversee the preparation, review, and quality control of CARs, QSRs, MIAC reporting, remittance reporting, and other portfolio management deliverables.

* Review narratives, risk rating documentation, and supporting analyses to ensure consistency and compliance with reporting standards.

* Maintain reporting templates, review schedules, and portfolio monitoring processes.

* Investigate reporting discrepancies and support ongoing reporting enhancements.
Portfolio Administration & Loan Onboarding

* Manage MBLR processes, including new loan onboarding, portfolio maintenance, and data updates.

* Maintain and distribute portfolio data tapes and related reporting.

* Ensure the accuracy and completeness of loan information throughout the servicing lifecycle.
Audit, Compliance & Risk Management

* Coordinate internal audits, external audits, and regulatory examinations.

* Organize audit documentation and manage information gathering and response efforts across departments.

* Ensure reporting and documentation practices comply with internal policies, regulatory requirements, and audit expectations.
Documentation & Workflow Management

* Coordinate approval workflows, document reviews, and Docu Sign processes.

* Serve as a quality control checkpoint for loan documentation and internal procedures.

* Administer document repositories, user access permissions, and information-sharing platforms.
System Administration & Data Maintenance

* Oversee data maintenance and quality control activities within Jack Henry and other servicing systems.

* Process and review updates related to collateral, appraisals, insurance, risk ratings, and loan records.

* Support system enhancements, data governance, and ongoing data accuracy initiatives.
Operational Support & Special Projects

* Provide operational, reporting, and administrative support to department leadership.

* Serve as a resource for issue resolution, process guidance, and operational improvements.

* Lead or participate in special projects and cross-functional initiatives.

* Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS:

* Bachelor's degree in Finance, Accounting, Business Administration, Economics, or a related field, or an equivalent combination of education and experience.

* 5+ years of experience in commercial banking, portfolio management, credit administration, loan operations, quality assurance, audit, compliance, or a related function.

* Strong understanding of commercial lending operations, portfolio management, credit risk management, and regulatory compliance.

* Experience supporting internal audits, external audits, regulatory examinations, and control-related activities.

* Demonstrated ability to establish and maintain quality control standards, reporting…