Mortgage Insurance Servicing & Claims Manager in Winston-Salem, North Carolina at Anza Mortgage Insurance Company

Anza MI is a fintech startup using technology and analytics to drive growth & innovation within the US mortgage market.

Anza Mortgage Insurance Corporation is empowering homeownership through credit risk protection.

Our Mission

Our mission is to empower homeownership by mitigating credit risk through mortgage insurance. We strive to leverage technology and operational excellence to deliver exceptional service to our lender and servicer partners, offer reliable and secure capital support for our insureds, generate leading returns for our shareholders, and foster a fulfilling, rewarding environment for our team members.

Technology Forward

We differentiate ourselves by designing, architecting, and developing our operating systems in-house. This unique approach creates a platform tailored to the needs of today's housing market. It positions us to achieve unparalleled processing efficiency and adaptability to changing industry standards and customer demands. Fundamentally, we are a process optimization company that harnesses technology to revolutionize the mortgage insurance experience and fulfill our mission.

Customer Centric

We dedicate ourselves to provide competitive pricing tailored to risk profiles. Our commitment to our partners goes beyond pricing and product offerings. We prioritize a customer-centric approach focused on meeting customer needs and enhancing their experience. This approach is underpinned by transparency throughout the process and prompt issue resolution.

Risk Management Excellence

Risk Management is our foundation. Our risk management framework uses advanced technology, innovative strategies, and modern modeling techniques to manage risks ranging from credit risk to information security risk. Our customers and partners can rely on us to handle their information with the utmost care and responsibility. Our dedication to risk management is designed to reassure our partners about our stability and reliability.

About the role

Provides strategic leadership and operational oversight for the Servicing & Claims Administration function, ensuring performance, quality, and service delivery across the end-to-end mortgage insurance lifecycle. This role leads team execution through Team Leads and Analysts, driving accountability, operational excellence, and compliance. Responsible for workforce planning, hiring, talent development, and performance management, while overseeing escalations, risk, and audit readiness. The Manager partners cross-functionally to drive continuous improvement, automation, and scalable operational growth.

What you'll do

Leadership & Strategy

• Lead and manage a team of Analysts and Team Leads across servicing and claims
  Own operational performance, including SLAs, KPIs, quality, and customer satisfaction
• Drive strategic initiatives, including automation, system enhancements, and process optimization
• Establish and execute operational strategy aligned with organizational goals

Hiring & Talent Management

• Own the full hiring lifecycle, including workforce planning, candidate selection, and final hiring decisions
• Conduct interviews and evaluate candidates for technical and cultural fit
  Build, develop, and retain a high-performing team through structured coaching and career development
• Establish succession planning and leadership development across the team

Operational Excellence & Risk Management

• Ensure compliance with Master Policy, regulatory requirements, and audit standards (including SOX)
• Oversee audit readiness, response, and remediation activities
• Manage escalations, operational risks, and high-impact customer issues
  Implement controls to ensure data integrity, reporting accuracy, and process consistency

Performance & Reporting

• Establish reporting frameworks and deliver insights to senior leadership
• Monitor operational trends, capacity, and performance metrics
• Drive data-driven decision-making and continuous improvement

Cross-Functional Leadership

• Partner with Underwriting, IT, Finance, Compliance, and Risk teams
• Lead cross-functional initiatives impacting servicing and claims operations
• Represent operations in strategic discussions and executive forums

Qualifications

• Bachelor’s degree preferred
• 10–15+ years relevant experience
• Prior people management experience required

Required Skills:

• Expert-level knowledge of mortgage insurance servicing and claims
• Strong leadership and team management experience
• Strategic thinking and operational execution capability
• Advanced analytical and reporting skills
• Experience managing audits, controls, and regulatory requirements
• Strong stakeholder management and executive communication skills

Preferred Skills:

• Working knowledge of the mortgage lifecycle, including origination, servicing, and underwriting processes
• Ability to conduct operational analysis to support data-driven decision-making and process improvement