Assumption Supervisor

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.

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 work streams Provide feedback on system workflows and elevate tool-related issues to appropriate teams Comply with all company policies and procedures.

Maintain regular and punctual attendance.

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…