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TIAA Home Lending Support UAT Manager in JACKSONVILLE, Florida

Company Overview

As a part of TIAA’s Financial Solutions business, TIAA Bank, a division of TIAA, FSB, provides full-service, nationwide banking and lending services to consumer, commercial and institutional clients through a variety of channels, including online, its Florida-based financial centers and at other business offices throughout the country.


The primary responsibilities include providing leadership and direction to the members of the Sales and Operations Support and User Acceptance Testing (UAT) teams to deliver exceptional service to our business partners and clients in Home Lending. This role will act as a key contributor when working with TIAA Bank internal and external audits to ensure that systems meet policies and procedures as well as federal and state regulatory requirements. This role is responsible for acting in partnership with Lending and Servicing Support Services and IT Technical teams to research and report issues identified. In addition, this role will provide leadership and direction to the members of the Business UAT team, which supports the Home Lending business channels by conducting testing of major projects and administrative and maintenance items. The team partners with Technology and the business unit SMEs to conduct user acceptance testing. Scorecards are produced by the team to report status, results, and other performance measures. The UAT process ensures the validity of development output and coding by confirming the application, document, or interface behaves as defined in the requirements. Additionally, UAT validates that new code does not adversely affect existing functionality through regression testing.


  • Manage and motivate a team of support analysts that act as a liaison between systems, departments, vendors, business units, and end users to provide assistance in troubleshooting and resolving application technical issues or operational process questions. Ensure timely resolution and proper execution and escalation of production issues

  • Supervise and motivate a team of business UAT analysts, to include testing strategy, scripts, plans, and reporting

  • Partner directly with the business, compliance, and operations in support of successful UAT of projects

  • Prioritize workload and manage request queue in alignment with business objectives. Responsible for establishing and maintaining Support Desk SLA’s and ensuring high level of end user and stakeholder satisfaction with the appropriate support and availability as applications and business operations evolve

  • Manage, coordinate, and evaluate the work of the support analyst team by generating and assessing Service Desk metrics and reporting and reviewing for efficiency pick up and training opportunities

  • Develop testing artifacts (Test Approach, Test Plan, Traceability Matrix, Test scripts) for each assigned release

  • Accountable for the execution of detailed test plans and scripts to verify software functionality and adherence to business requirements

  • Acquire and maintain test IDs

  • Draft and maintain list of work items, including scenarios and loan attributes, to be tested

  • Stage loans to be tested and create test result documentation guides for each scenario being tested

  • Maintain testing schedule, to include assignment of loans to applicable work items and ensuring test time allotment is not exceeded for each business SME/tester

  • Manage system troubleshooting and support of front-end origination systems for Home Lending and escalate to Home Lending Configuration or IT Technical Development teams for needed resolution

  • Defect meeting preparation and facilitation for assigned applications/partnership with IT on applications and lead business teams through defect management

  • Responsible for staying current on process and procedures; expected to have working knowledge of the production process

  • Interface with vendors supporting multiple external Home Lending systems (such as DU, LP, Corelogic, etc.) on any system issues and/or audit requests

  • Work with internal and external audit during examinations to ensure systems and procedures meet TIAA Bank policies and procedures as well as state and federal requirements

  • Execute and maintain procedures for generating consistent and accurate Audit User Access Reports


  • Ability to resolve issues among work team and work in a collaborative manner with diverse teams

  • Must have knowledge of all aspects of the mortgage process from origination through closing

  • Excellent organizational, project management, problem solving, and decision making skills

  • Must have strong critical thinking and analytical skills, along with the capability to present data and results in a clear, concise manner

  • Ability to coach employees and manage workflow

  • Must be detail oriented and have strong analytical skills

  • Driven to resolve client issues to provide the highest levels of client satisfaction

  • Experience working with developers and project and release managers

  • Ability to collaborate with business and technology partners to ensure end-to-end quality of our applications

  • Understanding of the impact of recent lending industry regulatory changes such as Know Before You Owe (TRID), Dodd Frank Act, RESPA, Safe Act, and Regulation Z is desirable

  • Must be self-motivated and capable of working independently

  • Must have the ability to work accurately and efficiently under time pressure

  • Must be able to maintain planning and organization across multiple projects

  • Must have the ability to exercise independent judgment in order to manage varied complex projects from inception through completion

  • Must have the ability to learn quickly and comprehend many technical and business concepts

  • Proficient with Microsoft Office suite


  • Bachelor’s degree in Business, Computer Science or Information Systems. Five years of equivalent education and/or relevant work experience will be considered in lieu of a degree, not to include the five years of mortgage banking applications experience requirement outlined below

  • 5+ years of mortgage banking applications

  • 1+ year of supervisory experience

  • Project management and project life cycle experience


  • 3 years of experience in software testing

  • 3 years working with testing tools

  • 1 year of supervisory experience, in a support team function

Equal Employment Opportunity is not just the law, it’s our commitment.

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We are an Equal Opportunity/Affirmative Action Employer. We will consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

Additional Information

  • Requisition ID: 1719552

Field: Banking

Company: TIAA Bank

Post Date: Jun 13, 2019