Insurance and Loss Draft Manager

Summary:

The Insurance and Loss Draft Manager is responsible for overseeing the daily operations, performance, and compliance of the insurance department, including both onshore and offshore teams and 3rd party vendors used to support the Insurance and Loss Draft teams. This role ensures the accuracy and efficiency of insurance servicing functions, quality control, vendor performance, and regulatory adherence across all insurance and loss draft processes.

Essential Job Duties and Responsibilities:

Operational Management

• Maintain and update the insurance capacity model to support forecasting and workload distribution.

• Conduct time studies for both offshore and onshore processes to identify efficiency opportunities.

• Oversee and perform QA reviews of onshore, offshore and 3rd party vendors work to ensure compliance with investor, insurers, and internal standards.

• Update and maintain insurance and loss draft control reports and exception tracking.

• Leadership & Staff Development

• Provide coaching, mentoring, and performance reviews for staff, focused on accuracy, productivity, and service quality.

• Facilitate performance metric reviews and implement improvement plans as needed.

• Serve as daily SME support for escalated and complex questions

Process Development & Quality Assurance

• Create and maintain job aids, procedures, and training documentation for insurance operations.

• Update control reports, requirements, and related documentation.

• Develop new control and exception reports as operational needs evolve.

Vendor Oversight

• Validate and monitor SLA metrics provided by the vendor to ensure adherence to contractual performance standards.

• Investigate vendor errors, root-cause issues, and implement corrective action plans as necessary.

• Collaborate with vendors to maintain and enhance process efficiency, accuracy, and compliance.

• Manage all access and system updates for vendor employees in the internal company system

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

• This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

• 7+ years of mortgage servicing, escrow, or insurance administration experience required

• Strong knowledge of investor guidelines (Fannie Mae, Freddie Mac, USDA) and CFPB/FDPA compliance standards specific to Hazard/Flood Insurance and Loss Drafts

• Proven experience leading staff and/or managing vendor performance

• Familiarity with servicing systems such as LoanServ or MSP and insurance vendor platforms preferred

• Excellent communication, problem-solving, and analytical skills

• Excellent organizational and follow-up skills

• Self-motivated and team player

Certificates, Licenses, Registrations:

• None Required

Work Complexity:

Problems and issues faced are moderately complex. Problems typically impact own department and maybe other departments. Problems are typically solved through drawing from prior experience and analysis of issues.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodation on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.