DEFAULT SERVICES MANAGER

Ensure efficient, effective, compliant and accurate service delivery for collections, loss mitigation, foreclosure, bankruptcy, and credit bureau reporting for single family mortgages. Manage loss mitigation efforts to ensure adherence to company policies and procedures, state and federal regulations, and client contract requirements. Manages staff to ensure all loss mitigation expectations and deadlines are met.

Requirements

Major Duties and Responsibilities

• Develop management plans and related control mechanisms to ensure quality and enforce compliance with organizational, client, and regulatory standards.
• Benchmark departmental key performance metrics against the industry, recommending strategies to improve.
• Drive accountability by ensuring measurable goals exist, developing plans are in place, and training efforts are current.
• Provide a structured and consistent approach towards coaching by ensuring you communicate accurate and timely instruction as well as feedback on a constant basis.
• Review Client Guidelines, GSE and government servicing handbooks and Mortgagee Letters and ensure appropriate servicing according to all requirements.
• Review and update procedures according to client and regulatory requirement changes and implement timely with teams.
• Cooperate with routine exams and audits conducted by state and federal examiners, and internal risk partners. Implement remediation strategies.
• Respond to and resolve all third-party complaints received from the CFPB, Better Business Bureau, attorney generals, or congressional leaders.
• Use technology to improve process efficiency and quality of service; embrace and implement opportunities for automation.
• Manage production activity and monitor final effects for completeness and accuracy ensuring service levels are met.
• Manage Loss Mitigation staff to ensure optimal performance as well as accurate and timely completion of assignments.
• Assign duties and responsibilities to ensure effective and compliant servicing of single family mortgages during the foreclosure process & maintain foreclosure queues.
• Assign duties and responsibilities to ensure effective and compliant servicing of single family mortgages with borrowers that have filed bankruptcy & maintain bankruptcy queues.
• Assign duties and responsibilities to ensure effective and compliant loss modification analysis and negotiation of workout plans and forbearance agreements.
• Review notifications to updates for systems and manage testing and implementation with appropriate team members prior to release to production.
• Assign and Maintain Loss Mitigation queues.
• Ensure proper underwriting and process flows are in place for Loss Mitigation assistance.
• Prepare monthly reports for assigned processes.
• Process foreclosures and manage REO's as necessary.

Supervisory Requirements:

• Responsible for mentoring, coaching, motivating, and evaluating staff.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.
• Utilizes available system reporting and develops additional monitoring tools to manage exceptions to standards.
• Manages the department's staff including appropriate employee evaluations that identify employee strengths and weaknesses; ensures training and coaching to improve staff professional skills; and provide customer service on an internal and external basis.
• Directs and coaches' staff in a positive and encouraging fashion.
• Proposes and then implements annual department goals and employee goals; routinely measures actual departmental/employee performance to the goals.
• Assesses the developmental needs and career paths of staff and make recommendations for their advancement as appropriate.

Additional Expectations:

• Provide a professional example, accuracy, and consistency in work performance.
• Respect teammates.
• Participates and is an active team member by assisting others.
• Communicates in a courteous manner.
• Have a solution rather than a complaint to resolve issues promptly.
• Keep management informed of pertinent information.
• Communicate openly and often.
• Maintains the quality and integrity of the services provided by the department.
• Supports the overall goals of the Company and that services are delivered professionally and efficiently.
• Create an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives "VMVGO".
• Embrace change without resistance and adapt quickly, however do provide feedback when necessary.

Independent Judgment

Regularly exercising discretion and independent judgment on critical business-matters that can have a significant financial impact.

Requirements & Qualifications

• Bachelor's Degree in business, finance, or related degree program.
• 5 years of leadership experience, managing 5+ direct reports.
• 10 years' experience working in mortgage servicing operations, preferable for a mortgage sub
• servicer.
• Mortgage Loan Origination (MLO) license or the ability and willingness to obtain an MLO license within 120 days of employment.
• Deep functional knowledge of servicing, with an emphasis of loss mitigation and collections, related to GSE, FHA, ERA, and USDA mortgage programs; experience with municipal, state, and 501(c)(3) nonprofit organizations is helpful.
• Comprehensive knowledge of state and federal regulations, including: CFPB, UCC, FDCPA, FCRA, and GLBA.
• Practical experience working with Black Knight's MSP platform.
• Advanced understanding of Microsoft Word, Excel, and PowerPoint.
• Ability to travel up to 15%
• Strong comfort level with technology, including ability to adapt to new systems quickly and easily. Thorough knowledge of and comfort with the Microsoft office suite applications.

Physical Requirements

• Talking - Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Hearing - Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion - Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Vision - Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength - Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position.

AmeriNat offers a competitive benefits package including 401k; performance incentives; paid medical, life and long-term disability; dental; PTO and holiday pay as well as opportunities for advancement. Dress code is business casual (jeans allowed) and occasional business attire required.

AmeriNat will consider qualified applicants in a manner consistent with local "Fair Chance" ordinances. AmeriNat is an Equal Opportunity Employer.