Community First Credit Union
Position Summary
The Loan Servicing Manager is responsible for developing, planning, directing, and monitoring all aspects of Loan Servicing for both Consumer and Mortgage Lending. This includes the servicing of residential, consumer, and investor loan portfolios, including all DMV processing. The Loan Servicing Manager leads the loan servicing team, creates/modifies policies and procedures, develops and optimizes reporting and processes, and maintains knowledge of core banking, lending systems, loan documents, DMV, and loan products. This role ensures loan servicing policies and procedures are compliant with laws and regulations and delivers superior service to members, staff, and servicing partners. Essential Duties and Responsibilities
Employee Management (40%) Responsible for all aspects of Loan Servicing and DMV team members. Build and maintain a high performing team by managing, mentoring, training, and providing support and guidance. Counsel, conduct performance evaluations, evaluate and administer corrective action, train, motivate, coach, recruit and engage with HR as needed. Assist with the management of inbound call volume from members and branches. May function as a Loan Servicing Coordinator to ensure proper coverage. Coach and monitor team members’ progress for obtaining established company and departmental goals and objectives. Delegate, coordinate, and oversee work to ensure quality of work and efficient operations. Conduct team meetings to disseminate pertinent information, conduct training, receive feedback, discuss procedures/policies and/or problems to ensure a healthy work environment. Work with other departments and vendors to ensure programs run smoothly, troubleshoot system issues, and maintain within tolerance. Provide team member training on consumer and mortgage lending topics as needed. Organizational Relations (40%) Provide high-level support and technical assistance to branches, contact center, collections, and other departments. Deliver exceptional service to members, internal team members, and service providers. Develop and maintain written procedures for the Loan Servicing Department and ensure regulatory compliance. Research and resolve member, dealer, and team member concerns. Oversee servicing levels by mortgage sub-servicing partner and insurance servicing partner; intervene to address root causes and ensure service quality. Analyze current processes, identify improvements, and implement changes with cross-functional collaboration. Improve efficiency, quality, and effectiveness of department processes with a focus on continuous improvement. Perform quality control risk assessments and handle special projects as required. Compliance (20%) Monitor, manage, and track all tasks in Loan Servicing to ensure quality, timeliness, and compliance. Serve as point person for auditors by coordinating and preparing materials and remediating findings. Required Knowledge, Abilities, and Education High School diploma; 3-5 years of loan servicing experience in a financial institution and supervisory experience in loan servicing. 4-year degree or equivalent preferred. Strong organizational leadership skills and ability to supervise in a fast-paced, time-sensitive environment. Excellent member service and communication skills (written, verbal, listening). Thorough knowledge of consumer and mortgage lending products, services, and practices. Preferably proficient with core and lending systems including Keystone (or related), Origence, Calyx Point, Vintek, and Dealertrack. Ability to establish and maintain effective working relationships with diverse groups (Board Members, regulators, members, staff, attorneys, vendors, and third parties). Proficient in PC use and intermediate Microsoft Office and loan-related programs. Beneficial Education and Experience Experience in customer service and in the financial industry. Physical Factors Prolonged sitting with occasional mobility; normal vision and hearing; ability to lift up to 15 lbs; occasional movement to interact with staff. Job Type Full-time Pay $77,916.32 - $116,874.47 per year Benefits
401(k) 401(k) matching Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Vision insurance
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The Loan Servicing Manager is responsible for developing, planning, directing, and monitoring all aspects of Loan Servicing for both Consumer and Mortgage Lending. This includes the servicing of residential, consumer, and investor loan portfolios, including all DMV processing. The Loan Servicing Manager leads the loan servicing team, creates/modifies policies and procedures, develops and optimizes reporting and processes, and maintains knowledge of core banking, lending systems, loan documents, DMV, and loan products. This role ensures loan servicing policies and procedures are compliant with laws and regulations and delivers superior service to members, staff, and servicing partners. Essential Duties and Responsibilities
Employee Management (40%) Responsible for all aspects of Loan Servicing and DMV team members. Build and maintain a high performing team by managing, mentoring, training, and providing support and guidance. Counsel, conduct performance evaluations, evaluate and administer corrective action, train, motivate, coach, recruit and engage with HR as needed. Assist with the management of inbound call volume from members and branches. May function as a Loan Servicing Coordinator to ensure proper coverage. Coach and monitor team members’ progress for obtaining established company and departmental goals and objectives. Delegate, coordinate, and oversee work to ensure quality of work and efficient operations. Conduct team meetings to disseminate pertinent information, conduct training, receive feedback, discuss procedures/policies and/or problems to ensure a healthy work environment. Work with other departments and vendors to ensure programs run smoothly, troubleshoot system issues, and maintain within tolerance. Provide team member training on consumer and mortgage lending topics as needed. Organizational Relations (40%) Provide high-level support and technical assistance to branches, contact center, collections, and other departments. Deliver exceptional service to members, internal team members, and service providers. Develop and maintain written procedures for the Loan Servicing Department and ensure regulatory compliance. Research and resolve member, dealer, and team member concerns. Oversee servicing levels by mortgage sub-servicing partner and insurance servicing partner; intervene to address root causes and ensure service quality. Analyze current processes, identify improvements, and implement changes with cross-functional collaboration. Improve efficiency, quality, and effectiveness of department processes with a focus on continuous improvement. Perform quality control risk assessments and handle special projects as required. Compliance (20%) Monitor, manage, and track all tasks in Loan Servicing to ensure quality, timeliness, and compliance. Serve as point person for auditors by coordinating and preparing materials and remediating findings. Required Knowledge, Abilities, and Education High School diploma; 3-5 years of loan servicing experience in a financial institution and supervisory experience in loan servicing. 4-year degree or equivalent preferred. Strong organizational leadership skills and ability to supervise in a fast-paced, time-sensitive environment. Excellent member service and communication skills (written, verbal, listening). Thorough knowledge of consumer and mortgage lending products, services, and practices. Preferably proficient with core and lending systems including Keystone (or related), Origence, Calyx Point, Vintek, and Dealertrack. Ability to establish and maintain effective working relationships with diverse groups (Board Members, regulators, members, staff, attorneys, vendors, and third parties). Proficient in PC use and intermediate Microsoft Office and loan-related programs. Beneficial Education and Experience Experience in customer service and in the financial industry. Physical Factors Prolonged sitting with occasional mobility; normal vision and hearing; ability to lift up to 15 lbs; occasional movement to interact with staff. Job Type Full-time Pay $77,916.32 - $116,874.47 per year Benefits
401(k) 401(k) matching Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Vision insurance
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