Mortgage Loan Servicing Operations

The person in this role will shadow the Vice President Mortgage Loan Servicing Operations; train on all their functions and act on their behalf when out of the office.

The Mortgage Loan Servicing Operations will partner in the responsibility for strategic leadership, oversight, and ensuring accurate processing of the Cash/Investor Reporting, Escrow, and Customer Service/Special Loans functions. This includes strengthening internal controls, and ensuring compliance with investor, agency, and regulatory requirements.
They develop and implement proactive management controls and strategies to ensure compliance with GSE and Government regulations, customer satisfaction while mitigating operational risk.

Responsibilities and Duties:
Strategic Default and Delinquency Management
• Develop and execute comprehensive servicing strategies that effectively manage:
o Payment postings, reporting and remitting to Fannie Mae, Freddie Mac and Ginnie Mae.
o Insurance and Tax Monitoring and Payment, Force Placed Insurance as well as PMI, Escrow Drops and oversight of vendors
o New Loan Setup, HELOC and ARM loans, Hazard Claims, Lein Releases, Loan Recasts and records Administration
• Establish performance objectives and action plans to improve productivity while maintaining compliance in heavily regulated field.
• Analyze portfolio data and market trends to proactively identify emerging risks and recommend strategic actions.
Risk Management, Compliance, and Controls
• Deep understanding of FHA, VA, USDA, Fannie Mae, Freddie Mac, Ginnie Mae, and state regulatory requirements.
• Knowledge of payment posting processes, investor reporting and remitting, ARM and HELOC guidelines and escrow guidelines.
• Ensure appropriate controls and documentation are maintained to support servicing operations and minimize risk exposure.
• Monitor compliance performance to drive timely identification and resolution of servicing deficiencies.
Operational Leadership
• Direct oversight and management of all servicing operations, cash postings, investor reporting and remitting, special loan functions, customer service and escrow.
• Develop and implement process improvements designed to enhance operational efficiency, strengthen controls, and reduce losses.
Reporting and Performance Management
• Develop and maintain executive reporting and dashboard metrics that provide transparency into portfolio performance, compliance results, and loss exposure.
• Provide regular reporting and strategic recommendations to management regarding portfolio risks and performance improvement opportunities.
• Utilize data analytics to support decision making, resource planning, and strategy development.
Team Leadership and Development
• Recruit, develop, coach, and retain high-performing default servicing professionals.
• Foster a culture of accountability, compliance, risk awareness, operational excellence, and continuous improvement.
• Ensure staffing and organizational structure effectively support business objectives and departmental needs.
Contribute to the effort of the Bank by performing other duties as assigned.

Qualifications:
• Bachelor’s degree or equivalent combination of education and industry experience.
Experience
• Six to eight years of progressive mortgage loan servicing experience.
• Six to eight years of leadership experience managing staff.
• Proven experience developing management strategies, efficiency initiatives, and operational risk controls.
• Strong understanding of servicing functions and investor requirements.
• Experience managing regulatory examinations, audits, compliance programs, and operational performance initiatives.
Knowledge, Skills, and Abilities
• Extensive knowledge of mortgage servicing regulations, default servicing practices, and investor guidelines.
• Strong understanding of risk management principles, compliance frameworks, and operational controls.
• Demonstrated ability to analyze portfolio performance and develop strategies that mitigate risk, reduce losses and enhance customer experience.
• Advanced leadership, communication, and stakeholder management skills.
• Strong analytical and problem-solving capabilities with experience leveraging data to drive performance improvements.
• Strong verbal communication skills as evidenced by the ability to interact both face-to-face and over the telephone with customers and co-workers.   Demonstrated ability to use tact, diplomacy and a professional personal appearance when dealing with customers and co-workers.

• Ability to initiate work activities and exercise independent judgment when managing in-direst staff and determining department goals.

Mortgage Loan Servicing Platform – LoanServ preferred
Computer skills
Basic Excel
Word
Email
Telephony Equipment

Ability to adjust scheduled working hours during various times of the month in order to facilitate telephone contact with delinquent customers.