Loan Servicing Operations Manager

1 week ago

San Diego, California, United States BluPeak Credit Union Full time

Job Summary

The Loan Servicing Lead supports the Credit Union's Purpose, Vision and Values We Embrace. This role will oversee the teams loan servicing tasks and will ensure timely completion & delivery of team deadlines and commitments. Will assign tasks, monitor progress, and address all issues that arise along with escalated complaints. Additionally, will handle complex duties within Loan Servicing including tasks such as: DMV title issues, insurance, mortgage servicing and payment processing. Responsible for the process development and documentation, contributing to the refinement of procedures for optimal efficiency and effectiveness. In the absence of the Loan Servicing Manger, will act in a leadership capacity to effectively manage day to day operations. Must lead by example and promote a culture of excellence to contribute to the success and growth of the Credit Union.

Key Responsibilities

  • Provides exceptional member service by proactively communicating with internal and external customers, resolving complaints, and tracking issues to ensure the best member experience. Communicates outstanding requests, issues, and complaints to manager.
  • Responsible for team members continuity of service excellence and achievement of individual, team and organizational business goals and that supports Loan Servicing goals.
  • Responsible for conducting testing of core system updates and releases, providing necessary system overrides for the Loan Servicing department.
  • Collaborates closely with Marketing and Compliance departments on required statement updates, communicating changes to third-party vendors, and ensuring quality control prior to statement approval. Resolves any issues found by communicating with departments and third-party vendor.
  • Responsible for researching and implements process streamlining initiatives, updates, and creates loan servicing policies and procedures to enhance departmental efficiency.
  • Responsible for managing workflow to effectively meet deadlines, setting priorities and organizing workloads to optimize departmental time management.

Quality Control

  • Performs quality control of daily loan servicing functions ensuring compliance with policies, procedures, and guidelines and addressing any issues promptly.
  • Responsible for preparing monthly and weekly loan servicing updates for key performance indicators (KPI) and key risk indicators (KRI), providing them to management by set deadlines.
  • Performs and oversees the servicing functions on employee loans processed timely and accurately. Communicates changes and other sensitive information with confidentiality.

Lead Responsibilities

  • Responsible for modeling the following attributes: leadership, service excellence, cultural values and commitments. Aligns responsibilities with the company's strategic roadmap, purpose, vision, strategic themes and objectives, and digital-first mindset.
  • Coordinates work for others and will provide direction for the loan servicing team on a daily basis with oversight from Loan Servicing Manager. Provides support with interviewing, coaching and training employees; planning, assigning, and directing work.
  • Acts as the Subject Matter Expert (SME) for special projects, which may involve training, planning, and directing work tasks.
  • Handles escalated calls, providing feedback to management on performance assessment, addressing complaints, resolving issues, assigning tasks, problems solving, completing and assisting with complex transactions, and explaining policies and procedures to loan servicing staff.
  • Oversees and guides Loan Servicing staff, ensuring completion and accuracy through the utilization of various reports and monitoring tools such as advanced due date report, auto paid report and reconveyance report, vehicle paid off report, other loan servicing related reports.
  • Supervises Mortgage Servicing functions including, but not limited to Investor Cash Remittances, Investor Reporting, Real Estate Loan Payoffs and Demands, Subordinations, Mortgage Index Rate updates, ARM Notices, Tax Service set-up/cancellation, Reconveyances, Verification of Mortgages, Escrow Disbursements, Mortgage Fundings, Member Business Loan and Participation Loan processing. Ensuring accuracy and compliance in each area.
  • Directs DMV Servicing functions including, but not limited to title perfecting, title release, various registration, and title changes. Communicate with DMV office and travel to DMV office, as needed. Ensuring accuracy and compliance in each area.
  • Oversight of Insurance Servicing functions including, but not limited to GAP, MBP, Credit Protection and CPI administration and insurance claim filing. Ensuring accuracy and compliance in each area.
  • Manages Payment Processing functions including, but not limited to lockbox payment processing, manual postings, payoffs, payoff overages, payment adjustments, re-amortizations and return items. Ensuring accuracy and compliance in each area.
  • Responsible for facilitating training for new employees and cross-training for current staff members and ensuring competency across all loan servicing functions and provides recommendations for staff training needs.
  • Other servicing duties include but are not limited to review of Loan Servicing reports for quality control, general ledger reconciliation, coordinating internal and/or external audits, facilitates supply ordering as necessary, and review and payment of billing invoices. Performs well under pressure.

Compliance

  • Ensure servicing standards and practices are in compliance with all Federal Regulation Guidelines.
  • Adhere to company policy and procedure, complete annual compliance training, comply with business continuity and vendor management policy. These are crucial to the success of the organization and have regulatory compliance and/or safety and soundness for the sustainability of the credit union.
  • Comply with all Anti Money Laundering laws such as the Bank Secrecy Act, OFAC and USA PATRIOT Act and all related policies and procedures including accurate Member/Customer Identification Program, member due diligence, accurate OFAC match processing, and reporting unusual activities and suspected fraud.
  • Other duties as assigned.

Supervisory Responsibilities

Supervisory responsibilities in the absence of management only. Responsibilities include ability to perform opening/closing procedures and as well as override authority within assigned limits.

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