Servicing Manager

Role and Responsibilities

Essential Duties and Responsibilities include the following:

This position may be performed remotely; however, in office work is preferred. Standard work hours are Monday–Friday, 8:00 a.m.–5:00 p.m. (CST).

• Oversee all day to day interim servicing activities, including—but not limited to—boarding, de boarding, transfer notifications, and all other transfer related processes. Ensure all tasks are completed accurately, on time, and in full compliance with company policies, procedures, and CFPB servicing standards.
• Manage communication with and oversight of the Subservicer regarding loan level issues and ongoing daily maintenance.
• Prepare, deliver, and monitor servicing reports as requested.
• Conduct quality control reviews of all interim servicing loans to ensure accuracy and completeness of interim servicing functions.
• Lead the management, review, and testing of departmental processes to verify adherence to company and departmental standards. Identify, escalate, and resolve any systemic issues uncovered through testing or communication.
• Oversee payroll processing and perform daily supervisory responsibilities for all direct reports.
• Manage departmental pipelines to ensure timely file movement in accordance with established standards. Provide prompt updates to leadership regarding issues, risks, or delays.
• Deliver exceptional customer service to both internal and external stakeholders.
• Perform other duties as assigned.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Knowledge, Skills & Abilities Required

• Attention to detail
• Strong verbal and written communication skills
• Strong organizational skills
• Proficiency in Microsoft Outlook, Word, and Excel
• Proficiency with all major investors, agencies, and loan programs

Education and/or Experience: High School Diploma/GED; plus, at least 5 years of Mortgage Servicing experience with 3 years of related management experience.

Skills: Ability to effectively present information and respond to questions from managers, clients, and customers. Must be able to look past initial issue and problem solve to find the best outcome for all. Able to multi-task in a fast-paced environment, striving for 100% accuracy on every file. Must keep records neat and organized to ensure clear representation of work. This position requires a self-starter who is detail oriented with a high degree of integrity, initiative, and ambition.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Comments: This job description is an outline of the major recurring responsibilities of the job. It is not intended to be all-inclusive of the work to be performed. Other related job objectives, special assignments and less significant responsibilities will be performed by the incumbent(s).