Mortgage Servicing Manager

We are seeking a Mortgage Servicing Manager for the Mortgage Servicing Department.

This role is accountable for providing Level 3 leadership in the design/building, managing, maintaining, ensuring excellence of current processes, and continuous improvement of the efficiencies (better, faster, less expensive) to fulfill departmental accountabilities of the Mortgage Servicing Department. The role is accountable for Level 3 leadership of servicing and support functions through the life cycle of all Manufactured Home (MH) and Home mortgage products from entry in the servicing system through final disposition improving upon a system to produce effective, accurate, and timely services.

The Mortgage Servicing department is accountable for the successful execution and management of Escrow Services including the establishment and ongoing administration of escrow accounts and services. Payment Processing including the application of principal, interest, and fees. Member Satisfaction includes management of a national call center providing customer/member satisfaction and dispute resolution to handle the life of mortgage servicing and processing support; handling member queries, and supporting members with mortgages and related ancillary products. Data Quality and Reporting including the management of mortgage data quality control, file/document control, title/sales processing, and investment reporting management. This role is to execute a sequence of tasks or projects, breaking emergent and deliberate strategy into actionable pieces, and discovering new ways to organize and utilize given resources in the achievement of departmental objectives and to support future business strategies.

If you have operational management experience, you should apply right away!

Highlights:
• Direct, oversee, and maintain the daily and short-term Mortgage Servicing operations, including secondary market (GNMA, FNMA) reporting requirements
• Lead the Mortgage Servicing department to ensure the social and financial well-being of the unit and its team members were met by setting tactical direction and ensuring departmental culture was aligned with the overall organization
• Manage relationship, acquisition, and coordination of outsourced resources for completion of Mortgage Servicing, projects, and initiatives
• Ensure departmental policy compliance, both organizational (human resource, financial, applicable Credit Human policies) and regulatory (state, national, NCUA, NACHA)
• Develop goals and plans to achieve department objectives and increase value to members and internal business units served
• Provide direct reports with proper training and coaching to ensure direct reports have the requisite skills, commitment, & abilities to produce expected results

Experience:

Required
• 5+ years of operational management experience in a leadership position.
• 5+ years of experience in a customer service environment.
• 3+ years of experience with collaborating, leading cross-divisional teams, and effectively managing multiple priorities.
• Experience developing and implementing business plans and collaborating with business partners to align processes and work with the strategic plan.
• Experience establishing goals and metrics and monitoring performance to those goals.
• Must have experience reading and interpreting mortgage documentation or related analytical experience dealing with documentation.

Preferred
• 5+ years of Mortgage Servicing experience in the financial services industry.
• 3+ years of mortgage escrow service experience, particularly in understanding of tax, insurance, and claim settlement management.
• 3+ years of 3rd party vendor management experience.
• 3+ years of productivity management experience including the creation and maintenance of dashboard reports.

Education:

Required
• Bachelor’s degree in Business, Finance, or related field of study OR equivalent relevant work experience and knowledge required

Skills & Knowledge:

Required
• Knowledge of manufactured housing/mortgage loan servicing functions and processes
• Ability to effectively communicate knowledge and expertise to other professionals, regulators, and credit union staff
• Strong interpersonal skills, able to work with and influence senior leadership and other key stakeholders and cultivate strong relationships
• High level of self-motivation and strong work ethic
• Strong ability to balance multiple priorities and a detail-oriented approach to meeting time-sensitive deadlines
• Able to prepare departmental annual budgets to include: operating, staff, and capital budgets
• To anticipate what is needed in activities and pro-actively plan accordingly to ensure effective implementation of agreed-upon actions
• Outstanding track record of delivering quality servicing operations for members/customers
• Ability to integrate work across relevant areas, develop and execute business plans, manage information, and provide exceptional service to internal and external customers
• Proficiency in training, developing, directing, and motivating staff
• Ability to optimize/improve service efficiencies and effectiveness
• Knowledge of system/process implementation project planning
• Ability to interpret complex and ambiguous needs and distill into clear, concise requirements and solutions
• Strong written, verbal, presentation, and interpersonal communication skills
• Ability to tailor communication style to different audiences and to exercise good judgment in the frequency and nature of communications to different stakeholders
• Strong presentation skills
• Demonstrated analytical and conceptual skills with attention to detail
• Ability to prioritize and manage a variety of projects, initiatives, and activities
• Results-oriented with a strong focus on the customer (both internal and external)
• Effective time management and prioritization skills
• Experience with vendor management, negotiation, and resolution skills
• Proven ability to collaborate and communicate well with all levels and areas of an organization
• Ability to influence and foster collaborative relationships

Preferred
• Working knowledge of the FICS Mortgage Servicing system or similar mortgage servicing system experience
• Process Improvement/Lean Six Sigma knowledge

Schedule: Monday - Friday, 8:30 am-5:30 pm

Salary Range: $112,000 - $122,000

Flexibility: On-site, in-office; not remote or hybrid

Level of Work: 3B

Credit Human provides employees with many benefits from insurance coverage to college tuition reimbursement.

To get to know Credit Human and learn more about our benefits, visit our careers page at www.credithuman.com/careers.

Credit Human conducts employment background checks that may be used for decisions related to employment with Credit Human. Standard background checks performed on final candidates include NCUA Administrative and Prohibited Orders, ChexSystems, past employment verification, criminal history checks on convictions, and outstanding arrest warrants within the past seven years. Degree verifications are conducted if listed on the employment application. Additional background checks relevant to the role may include a motor vehicle registration check, credit check, and/or fingerprint card. Applicants must be currently authorized to work in the United States on a full-time basis.

Apply Job!