Senior Program Manager of Loan Servicing - Center for NYC Neighborhoods

SENIOR PROGRAM MANAGER OF LOAN SERVICING

JOB TITLE:Senior Program Manager of Loan Servicing

DEPARTMENT:Lending

REPORTS TO:Vice President of Lending

FLSA: EXEMPT

SALARY RANGE: $82,080 - $95,790

About the Center

The Center for NYC Neighborhoods (the “Center”) promotes and protects affordable homeownership in New York so that distressed homeowners and working-class families are able to build strong, thriving communities. Established by public and private partners, the Center meets the diverse needs of homeowners throughout New York State by offering free, high-quality housing services. The Center’s current projects support our policy goals and help to keep homeownership affordable by responding to the rising cost of homeownership, predatory scams, rising sea levels, and more extreme weather. The Center, through its wholly owned CDFI subsidiary, Sustainable Neighborhoods, LLC, makes residential loans that other NYS-licensed lenders are often unwilling or unable to originate to qualified individuals and families to support these goals.

Position Summary

The Center is hiring a Senior Program Manager of Loan Closing to join a team dedicated to helping middle and working-class homeowners sustain affordable homeownership throughout the State of New York. The candidate will be responsible for leading and directing all aspects of the residential mortgage loan servicing business line including strategy development and execution. Plans & directs policies, objectives, and initiatives necessary to create an efficient, scalable, engaged, and customer-centric servicing team. Leads and develops servicing staff to hit target benchmarks and cultivate professional development. Knowledgeable in loss mitigation, default management, modification, escrow analysis, remittance reporting, and reconciliation.

In addition to facilitating the mortgage loan servicing process, the ideal candidate will also be driven to support the mission of helping homeowners successfully navigate through a broad range of homeownership affordability issues including, but not limited to, foreclosure prevention, scam prevention, coastal recovery, and resiliency. 

This is a full-time, exempt position. This is a hybrid role intended for candidates within commuting distance from our office.


Primary Functions

• Manage and grow a servicing portfolio of grants, mortgages, and home equity loans
• Create and execute key strategies and supporting tactics necessary to meet or exceed the goals of the Center.
• Explore, vet, and leverage (where possible) existing and emerging technology to drive efficiency and the customer experience while mitigating risk.
• Create and foster an engaged, customer-centric culture through developing the servicing department.
• Develop and implement key metrics, processes, procedures, and reporting necessary to monitor, and drive operational excellence.
• Ensure that the department is fully trained and compliant with Federal and State regulations as well as the requirements of grants, mortgages, and home equity loans
• Serve as point person for all internal and external regulatory and investor audits.
• Responsible for maintaining applicable vendor contracts and relationships.
• Responsible for identifying, monitoring, and minimizing department risk in conjunction with the department’s strategic goals
• Oversee data conversion and data mapping resulting from secondary marketing
• Perform other duties as deemed necessary by a supervisor.
• Comply with all regulations about BSA, USA Patriot Act, and the OFAC; 2) Complete annual BSA training; 3) Report suspicions of criminal activity or any attempt to avoid BSA reporting requirements on the part of the customers or employees, to the AML/BSA Compliance Department. 4) Ensure that staff completes BSA training requirements.
• Willingness to step in and aid line staff with their day-to-day functions and/or take ownership of line staff duties as needed depending on departmental staffing availability 

• Strong change management and leadership skills.
• Experienced with driving and managing servicing system conversions and implementations.
•  Previous Management or Supervisor experience is required.
• Specific areas of expertise sought: loss mitigation, default management, modification, escrow analysis, remittance reporting, and reconciliation. 
• Strong written and oral communication skills.
• Ability to exercise independent judgment skills to make decisions and solve problems.
• Ability to organize and prioritize multiple work assignments and distribute work among multiple direct reports.
• Microsoft Word and Excel PC skills at an intermediate level.
• Proficient in loan servicing software

• An Associate's Degree or at least 5 years of relevant experience in a related field is required
• Some training in the areas of mortgage lending and closings

• Five to seven years of experience and extensive knowledge of mortgage servicing and federal regulations as it pertains to mortgage servicing.
• Preferred two years minimum management experience
• Experience in EXCEL data reporting is a plus.

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