Loan Boarding Manager

Job Description

Job Summary:

The Loan Boarding Manager oversees the onboarding and service release processes for loans, ensuring a seamless and compliant transfer experience for all stakeholders. This role is responsible for managing the transfer of inbound and outbound servicing portfolios, with a strong emphasis on data integrity, borrower experience, and regulatory compliance. The Loan Boarding Manager collaborates with internal teams and external parties to coordinate system testing, data reconciliation, and operational readiness, leveraging expertise in FICS' Mortgage Servicer system. A focus on in-flight loss mitigation processes, imaging, and project planning ensures that the organization maintains high standards of accuracy, transparency, and service excellence.

Core Competencies:

• Maintains highest level of professional behavior at all times even in stressful situations. Avoids behaviors, comments, and conversations that harm morale, productivity, customer satisfaction and teamwork.
• Meets confidentiality requirements related to company, customer and financial information.
• Communicates in writing, verbally and via email in a clear and positive way. Meets policy requirements governing communication content.
• Meets high-productivity requirements and constantly evaluates and prioritizes work throughout the day to meet frequent deadlines.
• Takes ownership of work and completes tasks projects accurately. Reviews and proofreads work thoroughly.
• Works well in a fast-paced team environment and communicates regularly with other team members to ensure deadlines are met.
• Remains up to date on best practices relevant to the position and uses work hours productively.

Supervisor Responsibilities :

• Supervise and mentor a team responsible for loan boarding and service release activities.
• Provide leadership and support in addressing escalations, ensuring timely resolutions.
• Oversee team performance metrics and productivity, fostering a culture aligned with company pillars: Leadership, Raving Fans, Transparency, and High Performance.
• Coordinate training initiatives to ensure team expertise in compliance, system functionality, and borrower communications.
• Act as the primary point of contact for cross-departmental collaboration on servicing transfers.

Duties/Responsibilities

Loan Boarding (Inbound)

• Lead the comprehensive onboarding of new loan portfolios, ensuring data accuracy, regulatory compliance, and operational readiness.
• Manage data mapping, validation, and reconciliation processes to seamlessly integrate new loans into FICS' Mortgage Servicer system.
• Collaborate with internal teams to identify and resolve data discrepancies, ensuring a smooth transition with minimal borrower impact.
• Oversee the timely and accurate creation of borrower accounts, including payment schedules, escrow analyses, and account setup instructions.
• Drive borrower satisfaction by ensuring proactive and clear communication during the onboarding process, including delivery of welcome letters and payment instructions.
• Monitor and manage in-flight loss mitigation activities, ensuring ongoing borrower assistance is uninterrupted during the transfer process.
• Ensure that loan document imaging and indexing are completed accurately and efficiently to maintain data integrity and accessibility.

Service Releases (Outbound)

• Manage the complete service release process, ensuring a seamless transition of loan portfolios to new servicers.
• Oversee the preparation, reconciliation, and transfer of data, including payment histories, escrow accounts, and borrower information, to meet all contractual and regulatory requirements.
• Coordinate with internal teams and external servicers to validate the accuracy and completeness of transfer packages.
• Develop and execute detailed borrower communication plans, ensuring compliance with RESPA, CFPB, and state regulations while minimizing borrower confusion.
• Mitigate risk by proactively identifying potential issues during the transfer process and ensuring proper documentation of all actions.
• Provide post-transfer support to address residual servicing questions or discrepancies.

Compliance and Quality Assurance

• Ensure all loan boarding and service release activities align with federal, state, and investor-specific guidelines.
• Perform rigorous data testing, including escrow balances, payment histories, and investor remittance, to confirm compliance and operational accuracy.
• Collaborate with internal compliance teams to review and update transfer protocols in response to regulatory changes.
• Conduct audits and quality control checks throughout the transfer process, ensuring a high standard of accuracy and transparency.

Project Planning and Stakeholder Engagement

• Develop and manage detailed project plans for both inbound and outbound servicing transfers, outlining key milestones, responsibilities, and deadlines.
• Facilitate cross-functional collaboration by organizing regular status meetings, providing clear updates, and maintaining accountability across teams.
• Identify and mitigate risks, including operational bottlenecks and potential borrower impact, to ensure timely completion of transfer projects.
• Act as the primary liaison with investors, regulatory bodies, and third-party servicers, ensuring clear communication and alignment on project objectives.

Borrower Experience Focus

• Prioritize the borrower experience throughout the servicing transfer process, ensuring transparent communication and timely resolution of concerns.
• Monitor borrower feedback and implement process improvements to enhance satisfaction and reduce borrower complaints during transfers.
• Advocate for borrower needs by aligning onboarding and release processes with the company’s commitment to creating “Raving Fans.”

Process Improvement and Innovation

• Continuously evaluate transfer workflows to identify opportunities for increased efficiency, accuracy, and borrower satisfaction.
• Leverage technology and automation tools to streamline data reconciliation, borrower communication, and compliance tracking.
• Partner with internal stakeholders to implement best practices and innovative solutions, ensuring the company remains a leader in servicing transfers

Experience

• Minimum of 5 years of experience in mortgage servicing, with a specific focus on loan boarding, service releases, and portfolio transfers.
• Proven expertise in managing large-scale servicing transfers with high attention to detail and regulatory compliance.
• Experience working with FICS' Mortgage Servicer or similar servicing systems is required.

Skills & Competencies:

• Technical Proficiency: Deep understanding of servicing systems, particularly FICS' Mortgage Servicer, including data mapping, reconciliation, and validation processes.
• Regulatory Knowledge: Strong familiarity with RESPA, CFPB guidelines, and state-specific servicing regulations.
• Leadership and Collaboration: Demonstrated ability to lead cross-functional teams, mentor staff, and collaborate effectively with internal and external stakeholders.
• Project Management: Expertise in developing and executing detailed project plans for complex servicing transfers, with a focus on risk mitigation and meeting deadlines.
• Communication: Exceptional written and verbal communication skills, including the ability to articulate complex processes to diverse audiences and maintain transparency with borrowers and stakeholders.
• Analytical Thinking: Strong analytical and problem-solving skills to identify and address data discrepancies, operational challenges, and process inefficiencies.
• Customer Focus: Commitment to delivering a superior borrower experience, emphasizing empathy, proactive communication, and resolution of borrower concerns.
• Detail-Oriented: Ability to manage large datasets with accuracy, ensuring high standards of quality and compliance in all transfer activities.

Computer and Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work-station and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.