Servicing Manager

WHO We Are

Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we’re committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high quality schools to grocery stores selling fresh foods resources that support opportunity at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we’ve constantly sought to find new ways to pursue greater economic justice: from providing fair and affordable loans, to working with partners to demand that lawmakers change unjust policies.

We are seeking a Servicing Manager to join our Secondary Market team in Durham!

The Secondary Market Servicing Manager plays a critical role in the organization’s secondary market program, focusing on the servicing and default servicing strategies for the Secondary Market loan portfolio. The Servicing Manager is a member of the Secondary Market management team and is responsible for managing and directing all aspects of the Secondary Market servicing functions, loss mitigation, and default servicing strategies and processes. This will include continually assessing and providing recommendations on any areas that need improvement, continually assessing the risk of the portfolio and developing loss mitigation strategies to ensure the highest levels of home retention. Responsibilities also include managing all sub-servicer and vendor relationships. Additionally, the Servicing Manager will keep abreast of industry trends and best practices to allow for quick response to changing demands of the industry as well as regulatory changes.

WHAT You'll DO

• Manage the Servicing functions within the Secondary Market team including:
• Maintaining deep understanding of GSE policies, requirements, and guidelines as well as ensuring that GSE sub- servicers meet GSE Guide requirements.
• Monitoring whole loan servicers and ensuring that they are compliant with Self-Help requirements.
• Responding to requests from GSEs or sub-servicers.
• Continually reviewing the servicing function and implement changes to ensure efficiency.
• Managing servicers’ external auditors as well as internal auditors assigned to portfolio.
• Review annual due diligence responses including SOC and audited financials.
• Provide overall management of the loss mitigation program including the development and implementation of strategies, processes and initiatives designed to avoid foreclosure and address potential losses.
• Continually assess the effectiveness of programs to improve efficiency and effectiveness.
• Serve as point of contact with sub servicers and GSEs to solve all loan issues.
• Ensure compliance with GSE guidelines and regulations for servicing loans and loss mitigation.
• Manage the full servicing of loans within the portfolio from closing through sale of loan or payment in full.
• Continually monitor trends in the loan portfolio to identify and mitigate potential risks.
• Create and implement loss mitigation policies and procedures to ensure compliance throughout portfolio.
• Ensure accurate and timely record keeping of loss mitigation and develop reporting of activity as needed.
• Research and create other loss mitigation strategies including borrower counseling programs; monitor portfolio performance and effectiveness of strategies.
• Provide overall management of default servicing including the development and implementation of policies and procedures to mitigate financial losses due to foreclosure, deed-in-lieu, short sales, and property disposition.
• Monitor loan level milestones to ensure timely progression and to minimize losses.
• Continually monitor industry standards to ensure compliance and best practices.
• Serve as point of contact with third party disposition partners, sub-servicers, and GSEs.
• Ensure accurate and timely reporting.
• Supervise and guide staff in the execution of default management and loss mitigation activities as well as overseeing third-party relationships.
• Manage the hiring, coaching, development, and assessment of staff performance, providing direct and frequent feedback to staff members.
• Work with direct reports to set individual performance and development goals, tracking progress against goals, and provide mid-year and annual progress reviews.
• As part of Secondary Market leadership, actively contribute in setting team strategies, identifying operational impacts, and managing the overall team to achieve established goals.
• Participate in special projects related to the Secondary Market portfolio as appropriate.
• Manage annual audits of sub-servicers to mitigate regulatory risk and ensure compliance with GSEs and Self-Help policies and servicing standards. Create and monitor remediation plans for any noted defects.
• Manage servicer reviews for prospective purchases including evaluating policies and procedures, system controls, and transactional reports.
• Act as a change agent to drive Self-Help’s economic inclusion initiatives by integrating supplier diversity and the use of businesses owned by women and people of color in third party contracting and vendor management for relevant products and services.
• Perform other duties as may be deemed necessary.
  
  

WHAT You’ll NEED

• Bachelor’s degree in business, finance or equivalent related field.
• 7 years of experience in collections, default servicing, loss mitigation, consumer servicing and/or mortgage servicing.
• Excellent leadership skills with a proven ability to lead, motivate, and supervise employees, as well as operate as a working manager with hands-on approach.
• Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
• Deep knowledge of the mortgage industry, lending principles and products.
• Ability to build and maintain productive relationships throughout the organization and with servicing and vendor partners across multiple locations throughout the US.
• Ability to collaborate with management to create a Secondary Market leadership vision as well as strategize methods to implement.
• Preference for working in organizations that place priority on teamwork and collaboration.
• Keen attention to detail and excellent problem-solving skills.
• Ability to hire, develop, and supervise staff.
• Strong written and verbal communication skills and ability to present information in an effective manner.
• Proficiency with Word and Excel and familiarity with loan servicing systems.
• Ability and willingness to work overtime as needed.
  
  

If you are interested in who we are and what we do; have a strong desire to work in an organization that places a high priority on teamwork and collaboration; and are interested in working to help create economic opportunity for all – THIS is the place for you! Click the “apply now” button to apply!

Compensation: 

Competitive nonprofit compensation, based on experience, plus a generous benefits package. Compensation ranges for each position are based on local market rates and will be determined by geography, role, and experience.

Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.