Mortgage Loan Service Manager

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Company: CivicMinds, Inc.

Location: Upper Marlboro, MD 20774

Description:

Mortgage Loan Servicing Manager

Essential Duties and Responsibilities: include the following with other duties may be assigned.
  • Comply with applicable federal, state, and local laws, regulations as well as remain cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act.
  • Collaborate with the Mortgage Lending Business Operations Analyst regarding data import from loan origination system to servicing system
  • Collaborate with the Consumer Loan Servicing Manager in providing training and support in day to day activities
  • Act as lead participant on all First Mortgage system(s) based update/release projects; participate on core system update/release projects for Home Equity (lines/loans)
  • Acts as lead participant on annual IRS project for 1098 and 1099-INT
  • Submit issues and enhancement requests to Technology Services and follows through to completion
  • Resolve and respond to contacts received from National Credit Union Administration (NCUA) and Better Business Bureau (BBB)
  • Act as a first level of assistance/contact for LSRs I-III issues
  • Set expectations and ensures consistent achievement of productivity, efficiency metrics and monthly goals are met or exceeded
  • Maintain full operational knowledge of the functions of various software systems necessary to satisfactorily perform department responsibilities
  • Provide coaching and instruction to staff for handling challenging member calls/emails
  • Ensure the timely resolution of all member concerns and complaints received by Loan Servicing
  • Possess thorough knowledge of all Credit Union loan products and services
  • Recommend ways to streamline processes and improve member service based on observations and feedback from MLSRs and members
  • Reprioritize MLSRs I-Team Lead work and assignments based on workload and number of staff
  • Oversees/coordinates new employee training on Loan Servicing processes
  • Maintain department's workflow by monitoring call volume and ensuring that LSRs are available for internal/external member calls
  • Monitor the daily activity of LSRs I-Team Lead and reports findings to AVP of Loan Servicing
  • Conduct monthly Individual Dialogs with MLSRs I-Team Lead and reviews with AVP of Loan Servicing
  • Recommend and implement changes to CRM utilized by Loan Servicing (workflows and reporting)
  • Communicate with 3rd party vendors being reviewed/used by Loan Servicing as needed
  • Recommends new policies and procedures, assisting with creation/revision as needed
  • Develop and maintain materials used for departmental training and keeps staff informed of updates
  • Develop/revise member correspondence and forms; processes as needed
  • Assist and advice to other departments as needed
  • Perform tests and reviews of software updates applicable to department processes and/or support department and corporate projects
  • Responsible for recommending, monitoring, and updating department metrics and critical measures
  • Directly supervises all Mortgage Loan Servicing Representatives (MLSRs) (information resource, guidance, train, and coaching),
  • Prepare and deliver performance appraisals for MLSR's


  • Three+ years of directly related mortgage servicing experience required plus one years of management experience at a level commensurate with the responsibilities of the position
  • Collaborative, self-starter, strategic thinker, and problem solver
  • Ability to change individual and team's direction quickly to react to shifting business priorities
  • Strong knowledge of mortgage systems and procedures, credit union and governmental agency regulations, and policies
  • Excellent written and oral communication skills in addition to interpersonal skills
  • Ability to successfully interact with and influence senior management, peers, direct reports, external and internal members
  • Must complete the CUNA Leadership Development Course (start date required to be within first year of employment) or an alternative approved program
  • Bachelor's Degree in a related field, preferred

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