Summit Credit Union, voted a top work place by WSJ and Madison Magazine has an exciting opportunity for a proven leader to join our growing mortgage team as a Mortgage Servicing Manager. The Mortgage Servicing Manager is responsible for the day-to-day operations of the first mortgage servicing and funding activities. Being the expert in process development and improvement to continuously improve workflow efficiency while remaining compliant with all regulatory and investor requirements is ideal. This role will train servicers and funders to serve as trusted financial partners with a focus on delivering exceptional service. The incumbent will build trustworthy relationships with branch staff, internal departments, and other members of the first mortgages management team.
Essential Functions
- Develop and lead the First Mortgages the Mortgage Servicing Team.
- Actively role model and coach SCU's Values and Essential Behaviors.
- Communicate overall organizational purpose, critical measures, strategies, and progress as it relates to the department and individual team member goals and success.
- Foster a fun environment where employees are engaged and motivated to do their best and where they know their contributions are valued, appreciated, and recognized.
- Establish individual and team goals and ensure measurements are in place to track progress.
- Provide timely, ongoing, and consistent direction, performance coaching and transparent feedback to team. This includes development on ongoing training and development plans for all department members.
- Address performance issues and develop corrective action plans, as needed.
- Work with VP-Mortgage Lending and Human Resources in the interview and hiring process for staff.
- Lead and coordinate the onboarding and training of new team members.
- Coordinate staff scheduling ensuring service standards are not compromised.
- Assist and support staff as needed, particularly in complex situations.
2. Responsible for enhancing the member's experience during the funding and servicing of first mortgages.
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- Maintain comprehensive knowledge of mortgage servicing system and digital technology options to maximize digital solutions.
- Lead continual process improvements and system efficiency projects.
- Resolve member and employee complaints involving errors on loans and renegotiate appropriately.
- Participate in establishing goals, product development, and other mortgage planning activities.
3. Responsible for ensuring Mortgage Servicing standards are aligned with SCU's mission and vision and meet investor requirements.
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- Responsible for obtaining and maintaining knowledge of applicable state laws and regulations, investor guidelines and changes.
- Review, evaluate and recommend changes to department processes and procedures to create efficiencies and remain compliant.
- Interpret loan investor requirements and ensure SCU's policies and procedures are aligned with requirements.
4. Collaborate with Mortgage Leadership and other SCU Departments.
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- Participate in establishing goals, product development and other mortgage planning activities.
- Commit to improving mortgage lending effectiveness in all areas that participate in the mortgage process. Assist in the review, recommendation, and implementation of new vendors.
- Provide development, coaching, performance and behavior feedback, guidance, and direction to help create a cohesive and successful team across departments.
- Provide open and transparent communication with team members and departments across the organization.
- Commit to the excellence of others through actions that support the growth and development that optimize the talent of individual team members, the mortgage team, and SCU as a whole.
- Collaborate with Learning and Development on knowledge needs and identify external sources, as appropriate, to support learning and growth.
- Collaborate with Risk Management to complete internal and external audits and exams and ensure findings and responses are completed and corrected in a timely manner.
5. Provide member support in a variety of ways, including but not limited to:
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- Support staff handling member inquiries and problems.
- Ensure staff have the tools, resources, and training to effectively serve members.
- Develop service standards to improve the member's experience.
- Negotiate solutions and act as a liaison with members, when necessary.
- Serve as an information resource to all employees regarding products and procedures.
Job Specifications
- Associate degree in Business or related field or equivalent
- Must have or be able to attain a Nationwide Mortgage Licensing System (NMLS)
- Minimum of three years of mortgage lending experience in a retail financial environment, preferably high volume, and in varied roles.
- Must have a minimum of 3 years recent supervisory experience.
- Knowledge of secondary market programs and requirements.
- Excellent oral and written communication skills.
- Ability to learn to interpret regulations and guidelines and manage to compliance.
- Ability to work under pressure and maintain professionalism and courtesy.
- Ability to work in a multi-task, time sensitive environment, where deadlines are critical.
- Strong detail orientation.
- Leadership aptitude.
- Demonstrated skills in keeping pace with and managing through change.
- Automated lending systems experience.
Perks
- Excellent health insurance
- 401K with match
- Paid volunteer time
- Birthday PTO
- Student Loan Payback
- Fun, collaborative environment
- Onsite gym
- and more
At Summit we cover more ground, have more fun and give more back. Come be a part of something bigger!
At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status or any other characteristic protected by local, state, or federal law. We embrace diversity and believe that inclusion is critical to our success as a credit union. Different makes us better. Employment decisions are made based on qualifications, merit and business need.