This role will perform diversified functions that require decision making and problem solving with minimal direction. Responsibilities include gathering data for reporting and KPI’s, reconciling mapping and data for acquisitions, responding to audits, vendor management, policy and procedure updates, supervising and leading staff as well as other duties assigned. The supervisor will be expected have working knowledge of Hazard, Flood, and Loss Draft processes.

Insurance Oversight Operations and Reporting

• Produces daily, weekly, and/or monthly reporting including team production

• Analyzes data and performs any required reconciliation of discrepancies related to acquisition and origination activities

• Partner with Corporate MIS and Insurance reporting to develop and refine control and production reporting and dashboards

• Performs QA of work completed by oversight analysts to ensure accuracy and timeliness

Escrow Operations Compliance Adherence

• Reviewing, monitoring and analyzing loans for compliance to RESPA, CFPB, OCC guidance etc.

• Responsible for overseeing any changes related to regulatory updates within procedures, processes, and policy

Continuous Process Improvement and Change Management

• Participate in cross functional projects on behalf of Insurance included review of business requirement documents (BRDs), user acceptance testing (UAT), and change management activities. Examples may include vendor onboarding/deboarding, Origination data conversion and flow through and servicing training program

• Business support – MSP scripts, process improvements, policies and procedures and letter updates.

• Maintain required policies and procedures to ensure compliance and accuracy

• Collaborate with business partners and vendors as needed on projects and process improvement initiatives

Supervise and lead team

• Managing workflow items for direct reports and ensure completion of MSP tasks, Customer Service tasks, Exception Reports, Vendor requests etc.

• Monitoring staffing levels and approving/denying PTO requests

• Assist staff with escalated files

• Respond to complaints, notices of error, and requests for information from borrowers

• Providing coaching feedback for employee performance

• Identify career goals for staff and address performance issues as needed

Job Requirements:

• High School Diploma, 5 years of Mortgage Servicing Experience (i.e. experience with Insurance , Tax, Escrow and/or PMI services) and/or Customer Service experience, Bachelor’s Degree preferred.

• Intermediate Microsoft Excel skills

• Strong organizational skills

• Analytical and problem solving capability

• Demonstrated ability to meet deadlines in a flexible environment

• Demonstrated leadership ability