• Mortgage Loan Servicing Manager

    Branch/Office
    SERVICE CENTER
    Department
    MORTGAGE LOAN SERVICING
    City
    ROY
    Address
    4059 SOUTH 1900 WEST
    Position Status
    40 HR
    Schedule
    Mon - Fri Flex
  • Overview

    Responsible for planning, organizing, and directing the activities of the Mortgage Loan Servicing Department and other applicable areas including construction loan servicing functions, secondary market functions, and appraisal order functions to provide a high level of member service. Ensures Department and other applicable area activities are aligned with strategic objectives for the company. Supervises, hires, trains and develops Department and other applicable area staff, ensuring optimal performance. Oversees the mortgage loan servicing and other applicable area activities. Ensures that mortgage loan servicing operations and other applicable area operations are performed in accordance with established laws, rules, regulations, policies and procedures and best practices. Ensures the effective, efficient operation of mortgage loan servicing and other applicable area activities. Oversees mortgage loan servicing and other applicable area compliance functions and ensures changes to laws, regulations and rules are effectively communicated and implemented. Oversees the applicable mortgage information system administration and projects related to existing systems and products and to the implementation of new systems and products. Ensures the applicable mortgage systems function securely, effectively and efficiently. Ensures the maximum efficiency and member service by use of technology, service delivery, and communications channels. Ensures that all subordinate areas of responsibility support Credit Union strategies, objectives and goals. Hires, trains, directs, and appraises assigned personnel. Ensures that services are delivered professionally and efficiently, and that members’ problems are resolved promptly.

    Responsibilities

    1. Plans, organizes, and directs the activities of the Mortgage Loan Servicing Department and other applicable areas


    a. Assumes responsibility for the effective and efficient completion of Mortgage Loan Servicing and other applicable area functions.
    b. Ensures Department and other applicable area activities are designed and carried out in a manner to provide the highest possible level of member service.
    c. Proposes Department and other applicable area operational and salary budgets and manages within approved limits.
    d. Works with the Vice President of Mortgage to develop short and long-term strategy for the Department and other applicable areas.
    e. Sets and executes Departmental and other applicable area operational goals.
    f. Ensures Department and other applicable area activities are consistent with and supportive of corporate strategic objectives.
    g. Provides leadership to Department and other applicable area staff through effective objective setting, delegation, and communication.
    h. Conducts periodic staff meetings as required.
    i. Coordinates, schedules, and directs Department and other applicable area functions.

     

    2. Effectively supervises Department and other applicable area staff, ensuring optimal performance.


    a. Ensures that staffing levels are appropriate and conducive to optimal operation of the Department and other applicable areas.
    b. Carries out recruiting and hiring activities to ensure timely and appropriate staffing of Department and other applicable area positions.
    c. Interviews candidates, makes hiring decisions, and assigns personnel.
    d. Sets salaries for Department and other applicable area personnel according to established salary administration procedures.
    e. Identifies training needs and develops appropriate training programs. Conducts training sessions and cross-trains as appropriate.
    f. Ensures that Department and other applicable area personnel receive appropriate training and development for their assigned duties and responsibilities. 
    g. Monitors and evaluates the work quality, efficiency, and productivity of Department and other applicable area personnel.
    h. Ensures that optimal efficiency is maintained in Department and other applicable area activities.
    i. Establishes reporting mechanisms to track employee performance, the efficiency of workflows and to ensure deadlines are met.
    j. Oversees the conduct of semi-annual performance appraisals and setting of individual goals with staff members to assist them in achieving their full potential.
    k. Develops and communicates career paths for Department and other applicable area personnel.
    l. Ensures that each Department and other applicable area employees meet One-on-one with his or her immediate supervisor on a recurring basis.
    m. Conducts disciplinary actions when necessary, consulting with the Human Resource Department and the Vice President of Mortgage when appropriate.

     

    3. Oversees mortgage loan servicing and other applicable area activities.


    a. Ensures that mortgage loan servicing and other applicable area procedures, processes and activities are performed in accordance with established laws, rules, regulations, policies and procedures and best practices. 
    b. Ensures that mortgage loan servicing and other applicable area operations are designed and conducted to provide an excellent member experience and performed to maximize efficiency.
    c. Ensures that Department and other applicable area activities are effective in acquainting members with their mortgage loan servicing and other applicable area services.
    d. Conducts periodic reviews of existing activities, processes and procedures, use of technology, and service delivery and communication channels to ensure maximum efficiency and member service as well as legal and regulatory compliance.
    e. Instigates improvements in mortgage loan servicing and other applicable area practices which will further the objectives of the Credit Union.

     

    4. Oversees mortgage loan servicing and other applicable area compliance functions


    a. Serves as a resource for compliance questions for the organization.
    b. Ensures changes to laws, regulations and rules are communicated to all affected mortgage personnel. 
    c. Supports training activities required to ensure appropriate staff are informed and trained on all changes of laws, regulations, rules, policies and procedures.
    d. Works with other mortgage managers to develop and implement effective policies and procedures for the credit union’s mortgage loan servicing and other applicable area operations.
    e. Works with the Compliance Department to manage compliance risk in the mortgage loan servicing and other applicable areas.

     

    5. Oversees the administration of mortgage loan servicing and other applicable area information systems.


    a. Guides the activities and sets priorities for department and other applicable areas.
    b. Oversees the setup, testing and implementation of new systems and products.
    c. Oversees the rolling out of information on new systems and products.
    d. Works with other mortgage departments to establish priorities for system upgrades, implementations and projects.
    e. Ensures mortgage loan servicing and other applicable area systems function securely, effectively and efficiently.

     

    6. Assumes responsibility for ensuring that professional business relations exist with members, vendors, and trade professionals.


    a. Ensures that requests and questions are promptly and courteously resolved.
    b. Ensures that members are properly informed of Credit Union loan policies and procedures.
    c. Ensures that the Credit Union's professional reputation is maintained both internally and externally.
    d. Represents the Credit Union in contacts with business and trade professionals.
    e. Ensures that secondary market investors’ business relations are well supported and maintained.

     

    7. Establishes and maintains effective communication, coordination, and working relations with senior management, managers and Credit Union personnel.


    a. Assists and supports personnel as needed.
    b. Keeps management informed of area activities and of any significant concerns.
    c. Attends and participates in meetings as required.
    d. Completes reports and records.

     

    8. Assumes responsibility for related duties as required or assigned.


    a. Ensures that work areas are clean, secure, and well-maintained.
    b. Stays informed regarding developments and changes in the mortgage field.
    c. Assists with publicity, education, and promotion of the Credit Union.
    d. Cross-sells services.
    e. Completes special projects as assigned.

    Qualifications

    Training/Education/Certification:

    • High school graduate or equivalent. Higher education strongly preferred.

     

    Required Knowledge:

    • Comprehensive familiarity with a spectrum of mortgage products and applicable operating policies and best practices.
    • Comprehensive understanding of mortgage related laws, rules and regulations.
    • Familiarity with mortgage programs and investor requirements.
    • Understanding of the operation and functions of mortgage lending and/or mortgage loan servicing systems.

     

    Experience Required:

    • At least 10 years of progressive experience in mortgage lending or management related positions.
    • Experience in mortgage loan servicing is strongly preferred.
    • Experience with the interpretation, application and implementation of mortgage laws, rules and regulations.
    • Administrative and supervisory experience required.

     

    Skills/Abilities:

    • Superior leadership and supervisory skills.
    • Ability to manage projects.
    • Well organized.
    • Strong communication skills that exude a professional image.
    • Strong analytical and problem solving skills.
    • Ability to work with associated mortgage department managers to implement workflow and other changes beneficial to the overall operation.
    • Able to meet deadlines.

    Apply

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