Mortgage Loan Services Manager

About the role

The Back-office Mortgage Loan Services Manager oversees the Mortgage support division of Enterprise Loan Services. This role ensures compliance with applicable laws and regulations while maintaining a client service-oriented approach. The position provides oversight of performance metrics for accurate Investor loan processing, customer transaction processing, financial reporting, risk mitigation, and compliance.

Responsibilities

• Develop, document, and maintain procedures related to Investor loan processing and mortgage loan servicing.
• Maintain strong working knowledge of existing laws and regulations by incorporating adequate controls within processing activities to mitigate audit and regulatory findings.
• Effectively manage direct and indirect reports, ensuring timely completion of performance reviews, mentoring, and coaching to enhance associate performance and development.
• Develop and maintain strong working relationships with Mortgage and Retail lending lines of business.
• Coordinate actions to create positive outcomes that support growth, efficient processing, and positive customer service experiences.
• Develop and monitor key performance metrics to measure service performance and aid in staffing analysis.
• Implement corrective action to improve performance of associates not meeting established standards.
• Maintain extensive knowledge of industry trends with a proactive approach to incorporating changes into processes, procedures, and technology to improve efficiency and straight-through processing.
• Participate in bank and system integrations to ensure minimal disruptions to customer service and data accuracy.
• Maintain knowledge of accounting requirements related to financial reporting for mortgage loans and ensure accurate reporting and timely clearing of reconciling items.

Requirements

• Strong oral and written communication skills with a high level of collaboration amongst peers.
• Extensive knowledge of corporate policies and procedures, including CIP, Red Flag, FCRA, Reg Z, RESPA, and USA PATRIOT Act.
• Solid project and time management skills.
• Ability to develop new procedures and approaches to solve problems.
• Ability to multi-task and work independently in a fast-paced environment.
• Capability to make independent decisions where precedents may not exist.
• Ability to establish and maintain collaborative partnerships at all organizational levels.

Qualifications

• Minimum of 6 years of related experience in the financial services industry, specializing in Loan Operations.
• Minimum of 5 years of leadership experience.

Pay

Salary offered is based on factors including job duties, required qualifications, relevant experience, and local market trends. Base pay range: $75,000 – $115,000 per year. The role may be eligible for bonus or incentives based on company and individual performance.

Benefits

• Competitive benefits package including 401(k) match, profit sharing, and employee stock purchase plan.
• Paid time off, medical, dental, vision, company-paid life insurance, and long-term disability.
• Supplemental voluntary life insurance, short-term and long-term disability.
• Wellness incentives and an employee assistance program.
• Pre-tax health savings accounts and flexible spending accounts for eligible associates.