What are the responsibilities and job description for the Mortgage Servicing Manager position at Blackhawk Community Credit Union?
Job Description
Mortgage Servicing Manager
Job Classification: Full Time
FLSA Status: Exempt
Department: Lending
Reports To: Director – Lending Operations
Job Overview
The Mortgage Servicing Manager oversees the operations of the Mortgage Servicing and Scan and Research Department at Blackhawk Community Credit Union. This manager will coordinate and administer the operational aspects of the servicing activities to ensure compliance with all relevant state and federal laws, rules and regulations, Blackhawk Community Credit Union bylaws, policies and procedures, while achieving maximum efficiency and quality assurance. A key component of this service is the ability to balance responsibilities in a changing work environment including frequent change, delays, and unexpected events. The Mortgage Servicing Manager is responsible for various daily, weekly, monthly and annual functions.
Major Tasks, Responsibilities and Key Accountabilities
- Serve as a liaison between BHCCU, vendors, internal departments, other financial institutions and members regarding Mortgage loan servicing, billing, satisfaction/subordinations, discrepancies, file maintenance, reports, processing, Fannie Mae, Record retention and general questions.
- Develops and promotes the efficient operation of the Scan and Research and Servicing Department activities and duties.
- Regularly evaluate and analyze department goals and objectives.
- Sets department goals with input from staff to increase efficiencies and reduce costs.
- Write, revise, and implement policies and procedures to maintain compliance.
- Plans, directs, and manages the activity and employees in the Scan and Research and Servicing department and is involved in hiring, disciplining, coaching, and termination of staff. Evaluates and analyzes department objectives and goals.
- Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees’ performance.
- Recognize employees who perform at a high level and regularly set goals and develop plans to improve employee’s performance.
- Hold employees accountable for their performance, attitude, and behavior.
- Be able to assist in questions, discrepancies and corrections that come from internal or external members.
- Process construction loans and insurance claims.
- Process requests from other Financial Institutions, associated Vendors (Tena, FNMA, Info Pro, PMI providers, etc..) members and BHCCU employees. Including: overseeing the completion of required reports, reviewing them for accuracy and efficiency and addressing any discrepancies.
- Process Construction loans, Fannie Mae submissions and requests, Department/Vendor reports, ARMs, Modifications, Subordinations, T&I, Partial Releases and statements.
- Input rate indexes: review ARM changes and maintain ARM history documentation.
- Fannie Mae processing, balancing and compliance
- Runs daily, monthly and year end processing including but not limited to tax forms, escrow analysis, Leadership reports, and Secondary Market reports.
- Generate and upload monthly mortgage statements, yearly tax forms and analysis for mailing.
- Assist Scan and Research, Mortgage Specialists, Mortgage Servicing Analyst and Lending Support with their duties as needed.
- Performs other duties as assigned.
Major Skills and Competencies
- Experience with different types of mortgage loans, Fannie Mae Regulations, Escrow accounts and ARM requirements.
- Familiar with various online origination and mortgage system software.
- Must possess strong interpersonal skills, a positive attitude, and a desire to help people.
- Must have the ability to identify member opportunities for financial improvement, communicate recommendations, and provide support.
- Must possess effective verbal and written communication skills.
- Must have reliable attendance.
- Must possess good judgment.
- Must possess basic math skills.
- Ability to organize and prioritize work and maintain accurate records.
- Projects a professional image.
Physical Job Requirements
Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds).
- Ability to communicate with a diverse membership and employee group.
- Ability to accomplish the described responsibilities using computers and technology.
- Ability to sit and/or stand for extended periods of time.
- Ability to work in a changing, challenging, and fast paced work environment.
- Variable stress levels.
- Provide own transportation.
- Occasional business travel.
Environmental Job Requirements
Typically located in a comfortable, quiet indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights.
Minimum Qualifications
- Pass the pre-employment drug test and background check.
- Associate degree or an equivalent level of knowledge, skills, and abilities typically acquired through work experience.
- Must be at least 18 years of age.
- Two years of previous Teller, Contact Center Representative, or equivalent experience serving customers.
Preferred Qualifications
- Previous experience recommending products and plans to improve a customer’s financial position.
- Knowledge of banking and/or credit union regulations.
- Management experience.