Mortgage Servicing Supervisor

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve.”

About the role

Responsible for the overall supervision of all functions in the mortgage servicing department, including disbursing mortgages, processing paid loans, tracking hazard and flood insurance, HMDA reporting, escrow disbursals, escrow analysis, funding and setting up of FHLB loans, preparing audit requests, and all other department functions to ensure service to members, potential members, and employees is provided by following the Credit Union’s mission statement.

Responsibilities

• Supervises the activities of the mortgage servicing area by assigning responsibility, answering questions, solving problems, and coaching/mentoring employees.
• Communicates all procedures, changes, programs, and policies; holds periodic staff meetings.
• Evaluates job performance of employees, carries out disciplinary actions, and approves sick/vacation leave and overtime.
• Monitors hours, schedules, and ensures employees are trained and cross-trained as necessary.
• Resolves member and employee complaints and concerns; keeps supervisor informed of critical issues.
• Maintains security controls, member and employee privacy, and secure information properly.
• Maintains the department budget, schedule, and inventory; completes internal audits in a timely manner.
• Assists with departmental tasks as needed and handles administrative functions within mortgage servicing software, including system setup, updates/upgrades, and vendor coordination to meet compliance requirements.
• Works with Mortgage Servicing Specialists and Mortgage Quality Specialists to emphasize the Credit Union’s member advocacy culture.
• Assists AVP – Mortgage Lending with various projects as necessary.
• Attends and actively participates in Credit Union meetings and programs; encourages employee participation in sponsored activities and events.
• Remains up to date on policies, regulations, procedures, products, and legal requirements, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies.
• Performs other duties as assigned to assist in completing tasks and work assignments.

Requirements

• High School Diploma or equivalent; Bachelor’s or Associate Degree preferred with emphasis in business, finance, or related field.
• Two to three years of previous financial, mortgage, and lending experience preferred.
• Supervisory or leadership experience preferred.
• Excellent leadership/supervisory skills and ability to direct and develop others.
• General office/administrative skills and experience; ability to write reports, memos, and business letters.
• Good math aptitude and attention to detail.
• Strong interpersonal skills to deal effectively with a diverse group of employees, members, and vendors.
• Strong communication and listening skills; ability to project a professional image in a financial environment.
• Ability to interpret documents, define and solve problems, and make decisions.
• Proven time management and organizational skills.
• Ability to learn and use credit union computer systems and software.
• Possess a valid driver’s license and acceptable driving record.

Work Environment

• Occasional travel to other branch locations, meetings, conferences, and training.
• Office environment with moderate noise levels.
• Frequent use of telephone, scanner, copier, computer, fax machine, and other office equipment.
• Prolonged sitting or standing; frequent mental and visual concentration.
• Minimal lifting up to 25 pounds.

This role has the potential to work hybrid contingent upon supervisor approval, based on eligibility requirements, performance, and department needs.