Insurance and Loss Draft Manager

Freedom Mortgage

Moorestown, New Jersey, United States of America

Mortgage Servicing

Full time

Remote

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.

• 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.

• 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.

• 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.

• 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.

Performs other related duties as assigned.

• 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.

• 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 Loan Serv 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.

• None Required.

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.

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.

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…