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AVP Correspondent Operations

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Location: Dallas, TX, United States
Req ID: 015987

Job Description


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Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

The position is responsible for the overall leadership, management and direction of the Correspondent Doc Indexing, Data Entry, Pre-Purchase Review, and TRID/Compliance Audit Teams . Incumbent will have responsibility for up to 75 associates (predominantly offshore) in multiple roles. This position is also responsible to ensure that the pre-purchase review process, as well as the policies and procedures, are updated as applicable, and position the channel to purchase loans that meet/exceed our overall risk profile.


Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Integrity & Trust: Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.

Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Written Communications: Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.

Decision Quality: Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can’t; can simplify complex processes; gets more out of fewer resources.

Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Managing and Measuring Work: Clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work.

Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.

Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihood’s; can create competitive and breakthrough strategies and plans.

Managerial Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and "actionable'’ positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.


  • Develops and implements process flows / policies & procedures to insure that correspondent purchased loan production meets Mr. Cooper's credit risk and quality guidelines as well as meeting established client SLAs.

  • Maintains excellent client satisfaction scores in part through strong client relations coupled with industry leading turn times.

  • Ensures appropriate staffing levels are maintained and that all team members receive appropriate training &development to successfully discharge their job responsibilities.

  • Administers performance management of all personnel to include the development & implementation of position accountabilities, goals & performance metrics focusing on the maximization of business value and periodic performance reporting for all personnel.

  • Manages expenditures within budgeted levels while ensuring superior client service delivery.

  • Manages client loan pipeline through use of pipeline reports and other tools to meet or exceed established turn time SLAs

  • Interacts with Senior Executives at partner financial institutions and Mr. Cooper sales staff on complex or unique issues and problems to effectively and efficiently resolve.

  • Monitors and mentors all outsource vendor resources (BPOs) delivering Pre Purchase Review activities.

  • Drive operational efficiency through analytics and prioritization of key enhancements


  • Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.

  • Familiarity and knowledge of agency and government loan programs and guidelines.

  • Knowledge and understanding of origination compliance requirements, with specific understanding of TRID rules and requirements.

  • Experience should include 7+ years experience in mortgage lending encompassing loan auditing, underwriting and loan purchasing of A-paper conventional and government loans.

  • Experience in loan closing / funding experience is helpful.

  • Experience should include 3+ years in correspondent operations.

  • At least 3 years experience managing teams (preferably in correspondent fulfillment operations)

  • Candidate should possess a demonstrated track record of superior results in a correspondent fulfillment operation.

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

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United States of America

Posting Organization:

Mr. Cooper

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Alternate Requisition:



Lenders (banks) who acquire loans from another smaller lender (correspondent) against prior price commitments the bank has made to the correspondent.
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