Compliance & Policy Coordinator

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The Compliance & Policy Coordinator supports the retail mortgage bank’s Legal & Compliance department by managing the lifecycle of enterprise policies and procedures (P&Ps). The role drafts, reviews, updates, and publishes policies aligned with applicable federal and state mortgage regulations and investor/agency expectations, including ensuring P&Ps meet or exceed applicable GSE and Agency requirements (e.g., Fannie Mae, Freddie Mac, FHA, VA, USDA, and other investor/agency guides, as applicable);

coordinates reviews and approvals; and partners with business units to implement changes, reinforce adherence, and keep documentation current.

• Develop, maintain, and govern the organization’s policies, procedures, job aids, and best practices for mortgage origination and branch operations.
• Partner with Legal & Compliance leadership and business owners to draft, review, and update policies that align to operational workflows, investor/agency expectations, including ensuring P&Ps meet or exceed applicable GSE and Agency requirements (e.g., Fannie Mae, Freddie Mac, FHA, VA, USDA, and other investor/agency guides, as applicable), and regulatory requirements.
• Coordinate policy/procedure reviews, approvals, and periodic refresh cycles; document approvals and publish updates on schedule.
• Maintain a comprehensive electronic policy library, including document standards, version control, effective dates, and archival of prior versions.
• Monitor federal and state regulatory changes and summarize impacts to policies and procedures; initiate or support corresponding updates and change communications.
• Support implementation of new/updated policies by coordinating communications, job aids, and acknowledgements as needed.
• Work with departments to promote adherence to policies and procedures; track follow-ups and support timely updates when operational changes occur.

• Provide production/sales support by researching and responding to compliance questions (e.g., advertising, lead sources, disclosures, permissible communications) and routing escalations as needed.
• Review advertising and marketing requests using the State Advertising & Marketing Compliance Matrix and ensure required disclosures and state-specific content requirements are met.
• Administer marketing and information preference/opt-out requests (as applicable), maintain evidence of fulfillment, and coordinate with Marketing/Operations/IT to ensure suppression controls are effective.
• Support social media monitoring for sales staff to identify potential compliance issues, document findings, and coordinate corrective actions with leaders and Training.
• Oversee Settlement Agent Review & Approval processes to confirm authorized settlement service providers prior to fund disbursements; maintain approvals and supporting documentation.
• Support regulatory reporting obligations, including HMDA and Call Report support activities such as calendar management, data/evidence collection, and documentation of controls.
• Support consumer complaint intake, research, documentation, and resolution tracking; assist with complaint trend reporting and root-cause support.
• Assist with compliance monitoring, audits, exams, and change management processes by organizing evidence, tracking requests, and ensuring timely follow-up.
• Conduct incident research and reporting, ensuring timely documentation, assignment of action items, and follow-up to closure.
• Maintain and update internal compliance content (e.g., intranet pages, trackers, task management systems) and support compliance communications and training rollouts.

• High School Diploma or GED is required.
• Associate degree in Business, Communications, Paralegal Studies, or a related field; or equivalent combination of education and experience.
• 1-3 years of experience in retail mortgage operations, compliance, quality control, risk management, policy administration, or a similar regulated financial services environment.

• Understanding of retail mortgage lending operations, industry…