Mortgage Servicing Operations Manager

2 weeks ago

Brockton, Massachusetts, United States Sharon & Crescent United Credit Union Full time

Sharon & Crescent United Credit Union is dedicated to enhancing the financial well-being of our members by offering a diverse array of products and services. We are committed to supporting the various communities we serve through education and collaboration, while also fostering a rewarding environment for our employees.

We prioritize our members' needs and aim to surpass their expectations by embodying values such as empathy, community involvement, integrity, stability, and inclusivity. If these values resonate with you, we invite you to consider joining our team.

POSITION OVERVIEW:

The Mortgage Servicing Operations Manager is responsible for overseeing the daily functions of the residential and commercial mortgage servicing department. This role includes delegating tasks, addressing issues, and ensuring the smooth operation of loan servicing activities. The manager will lead the team in maintaining accurate records, timely servicing, and proper closure of real estate loans. Interaction with borrowers, member service representatives, attorneys, and vendors is essential throughout the loan lifecycle.

KEY RESPONSIBILITIES:

  • Supervise the daily operations of the mortgage servicing and transactions team.
  • Oversee compliance, imaging, and member service functions within the department.
  • Provide coaching, training, and performance management for staff, addressing any member service complaints or issues.
  • Participate in the recruitment and hiring processes for the department.
  • Ensure that all processes and procedures are efficient and compliant with regulations.
  • Collaborate with system providers to maximize the use of applications and workflows, streamlining operations for accuracy and compliance.
  • Analyze system parameters to align with the needs of the business lines supported by the department.
  • Coordinate projects and implementations with mortgage and commercial lending departments, assisting with consumer servicing initiatives as needed.
  • Act as the primary contact for audits and risk assessments related to mortgage and commercial servicing, aiming for high audit scores.
  • Maintain and update operational procedures and ensure compliance with Credit Union policies.
  • Track and report on departmental KPIs, providing accurate progress updates as required.
  • Communicate trends and issues to the Chief Lending Officer with recommended solutions.
DAILY OVERSIGHT:

The manager will monitor the activities of the mortgage servicing team, ensuring that all servicing functions are performed accurately and efficiently. This includes:
  • Reviewing mortgage files upon receipt of closing documents to ensure accuracy and completeness.
  • Inputting and verifying mortgage loan details in the servicing system, correcting any discrepancies.
  • Maintaining records of second mortgage loans and ensuring proper GL entries.
  • Overseeing the processing of automatic transfers for mortgage payments and ensuring accuracy.
  • Monitoring the receipt of recorded mortgages and updating collateral information as necessary.
  • Calculating payoffs and managing inquiries related to payoff requests.
  • Preparing documentation for Secondary Market investors and maintaining reconciliation reports.
  • Conducting quality control reviews of new mortgage originations to ensure compliance with legal and underwriting standards.
  • Managing real estate tax disbursements and escrow analyses.
  • Handling inquiries related to members' accounts and resolving issues as they arise.
  • Performing monthly reconciliations of General Ledger accounts and vendor billing statements.
  • Carrying out additional duties as assigned.
SUPERVISORY ROLE:

This position includes supervisory responsibilities over the Residential Mortgage Servicing team.

QUALIFICATIONS:
  • Comprehensive knowledge of banking operations and servicing regulations.
  • Exceptional verbal and written communication skills for effective interaction with members and vendors.
  • Strong organizational skills with the ability to prioritize multiple tasks.
  • Proficient in computer applications and clerical tasks.
  • Ability to troubleshoot and resolve issues efficiently.
  • Basic understanding of general ledger accounting principles.
  • Interpersonal skills to represent the Credit Union positively.
EDUCATION:
  • High school diploma or equivalent.
  • One to two years of experience in a credit union or financial institution.
Sharon & Crescent United Credit Union is an equal opportunity employer.

COMPENSATION:

$28 - $34 per hour, commensurate with experience.

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