TITLE: LOAN SERVICING MANAGER

General Summary:

This position is responsible for the supervision of the Loan Servicing Department staff to include serving as a mentor and coach for the staff. Ensures an appropriate and complete system of checks and balances are in place regarding quality control of consumer loans and mortgages. These responsibilities include mortgage servicing functions under FNMA guidelines servicing taxes, insurance (including GAP, MRC, Flood, and Title), escrow analysis, discharges, payoffs, loan payments, autopay, cancellations, etc., and adjustments to loan products (conversions, modifications, etc.), as well as fulfillment of all FNMA Servicing requirements.

Essential Functions:

• Effectively supervise direct reports. Carry out supervisory responsibilities in accordance with BCCU's policies, procedures, and applicable laws, including the following:
  • interviewing, hiring, terminating, and training employees
  • planning, assigning, and directing work.
  • appraising performance, development, and coaching
  • rewarding and disciplining employees
  • addressing complaints and resolving problems
  • authority to confidentially process the quality control employee loan files.
• Responsible for the coordination of daily functions of the Loan Servicing Department to include but no limited to:
  • Quality control processes to ensure account system data is accurate.
  • Review loan documentation is obtained and archived.
  • Daily, weekly, monthly, and annual review, monitoring and management of various reports.
  • Ensure loan exceptions are resolved in a timely manner.
  • Partner with the other teams to proactively reduce exceptions and resolve issues.
  • Timely reporting, remittance, and reconciliation of escrow accounts.
  • Respond to help desk requests, ensuring accurate, efficient, and timely member service and issue resolution.
  • Review of declined and withdrawn real estate loans.
  • HMDA reporting.
  • Review/Approve monthly CUNA reports to include outstanding claims.
• Implement new loan products & services, procedures, checklists, and system enhancements to include mortgage products.
• Maintains current and comprehensive knowledge of federal and state regulations, including Flood and PMI, and the Bank's policies and procedures in Loan Operations. Ensures compliance of the Bank's internal controls and regulatory requirements in daily operations.
• Always ensure customer privacy and confidentiality in all areas of the job Ensure physical security that includes dual controls, audits, compliance with regulatory policies and procedures, and appropriate use of signing authority and overrides.
• Assist with the annual budget and monitor progress to stay within approved plan.
• Support all activities of the Loan Servicing Department and serve as backup in the absence of the VP/Operations.
• All BCCU employees must understand and comply with all BSA Regulations.

Required Skills and Abilities:

• Associate degree in finance or related field is preferred or 5 years progressive loan operations experience that includes specialized training. (i.e., MBA certification(s))
• 2 years supervisory experience preferred with aptitude to coach and mentor others using influence to change behaviors.
• Demonstrates strong problem solving and decision-making skills by applying knowledge and experience to develop solutions and implement appropriate action in a timely manner.
• Professional, well-developed interpersonal skills necessary for communicating information to BCCU staff and external sources to include the membership.
• Intermediate mathematical skill required for calculations and concepts involving decimals, percentages, fractions, etc.
• Ability to act individually and within a team environment to achieve personal and corporate goals.

Job Specifications:

• Position requires sitting most of the time. Position also requires occasionally bending, squatting, climbing, reaching, and kneeling.
• Physical surroundings are generally pleasant and comfortable with low level of noise.
• Ability to lift and/or carry up to 35 lbs.
• Ability to travel to meetings, community functions, etc.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.