Director, Residential Valuation & Quality Oversight
Cenlar

The Director, Residential Valuation & Quality Oversight oversees a team of Valuation Specialists and manages Appraisal Management companies (AMC) and Quality Control (QC) vendor relationships to ensure timely, compliant, and high-quality valuation delivery. The Director will serve as the primary escalation point for complex valuation issues, maintain valuation-related policies and procedures, and collaborate across business units to ensure operational alignment and service excellence. The Director will utilize their deep expertise in residential valuation and mortgage servicing to serve as a credible point of contact for clients and vendors with elevated technical expectations.

Responsibilities:

• Provide strategic and operational leadership for residential valuation workflows, including appraisals, Broker Price Opinions (BPOs), evaluations, and Automated Valuation Models (AVMs.)
• Supervise and develop a team of Valuation Specialists, fostering a culture of accountability, technical excellence, and service quality.
• Maintain all client Service Level Agreements (SLAs) related to timeliness, quality, and responsiveness, ensuring consistent delivery of service expectations.
• Oversee vendor performance, including AMC and QC AMC partners, through scorecard reviews, SLA tracking, and regular performance calls.
• Ensure all valuation activities comply with Uniform Standards of Professional Appraisal Practice (USPAP), Government-Sponsored Enterprise (GSE), investor-specific, and regulatory requirements, and are subject to appropriate QC prior to operational use.
• Serve as the senior point of contact for client QC audits and technical escalations, including those involving licensed appraisers or elevated review standards.
• Collaborate cross-functionally with servicing, credit risk, portfolio surveillance, and technology teams to ensure efficient and effective valuation ordering and integration.
• Own and maintain internal procedures and policies related to valuation operations, ensuring they reflect current regulatory, investor, and client expectations.
• Lead continuous improvement initiatives to enhance valuation accuracy, operational efficiency, and regulatory compliance.
• Represent the valuation function in internal governance forums and client-facing discussions as needed.
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
  

• Bachelor's degree in related field or equivalent work experience
• Minimum 10+ years of experience in related field
• Minimum 6+ years of experience in residential mortgage servicing, valuation operations, or appraisal
• Active or former residential appraisal license strongly preferred.
• Demonstrated expertise in residential appraisal methodologies, BPOs, AVMs, and quality control protocols.
• Experience reviewing appraisals for USPAP and regulatory compliance.
• Strong leadership and people management skills, including performance development and team building.
• Excellent communication and stakeholder management skills, with the ability to engage confidently with licensed appraisers, AMCs, clients, and internal executives.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced, regulated environment.
• Proficiency in appraisal management platforms and Microsoft Office Suite.
• Familiarity with the Black Knight MSP servicing platform (now part of ICE Mortgage Technology) is a plus.