Loan Servicing Manager at theLender

Loan Servicing Manager Duties and Responsibilities:

Supervise all aspects of servicing for all loans. This supervision includes ensuring key performance indicators are effectively being achieved and maintained, managing our sub servicer and interim servicing portfolio. Review mortgage servicing policies and procedures making changes as necessary in accordance with industry best practices Work closely with mortgage personnel to promote communication, and to ensure quality service delivery Develop and maintain workflows for the file documentation, storage, and collateral management.

• Ensure accurate and timely interim servicing and subservicing of the company’s mortgage portfolio
• Interact with key stakeholders to promote a better customer experience throughout the servicing process.
• Monitor general servicing, loss mitigation, default management, investor reporting and finance/accounting functions of subservicer and interim servicing.
• Develop subservicer strategies and implement metrics, goals and reporting requirements for Subservicer.
• Manage a successful Mortgage Servicing Oversight Program to measure subservicer performance.
• Perform quality assurance reviews on subservicer servicing functions and transactions as defined by internal policy and procedures.
• Ensure that subservicer is servicing loans in accordance with regulatory, agency and insurer guidelines.
• Responsible for working closely with subservicer to provide direction on escalated issues.
• Oversee communication with subservicer to resolve transaction level and loan level issues.
• Manage action plans with subservicer to ensure timely issue resolution.
• Administer subservicer management meetings with key stakeholders.
• Ensure mortgage subservicer is maintaining exemplary customer experience measures.
• Coordinate and serve as liaison with the Compliance department on regulatory reviews and exams.
• Implement centralized servicing reporting functions for operational business units and increase overall organizational transparency.
• Facilitate communication of results for compliance and regulatory testing to management.
• Systematically and regularly evaluate the results of servicing activity and testing and report these results to the executive management team.
• Confirm all required Investor and government reporting is completed as required.
• Review daily activity reports from subservicer to validate processing activities.
• Monitor and respond to subservicer’s non-delegated loan level decision requests.
• Support Accounting department with remittance reconciliation research.
• Assist in hiring, training, and performance management for team members.
• Perform other duties and projects as assigned.
• Provide guidance and direction to team, setting clear attainable goals and maintaining open lines of communication.
• Manage performance and development of employees.
• Responsible for providing employees timely, candid and constructive performance feedback.
• Develop an appropriate talent pool to ensure adequate bench strength and succession planning.

Minimum Knowledge and Skills Recommended:

• Significant experience in mortgage servicing and third-party oversight, as listed below, will be considered.
• 4+ years experience in mortgage servicing and banking operations
• 4+ years experience in mortgage servicing oversight is preferred, candidate must have client relations/ third party oversight or related experience
• Proven leadership abilities in a high volume fast paced work environment.
• Ability to coach, mentor and performance manage individuals and teams to a high level of performance.