Team Lead, Mortgage Servicing

Position Title

Team Lead, Mortgage Servicing

Overview

Lead with Purpose – join our mission-driven Finance team and empower homeownership across North Carolina!

Are you an experienced consumer or mortgage loan servicing professional with a passion for leadership and community impact? We’re looking for a dynamic individual to join our Mortgage Loan Servicing team, lead, and inspire a dedicated team.

As a leader within Mortgage Loan Servicing, you’ll oversee a team responsible for managing all internally serviced Agency loans. Your leadership will guide the team in:

• Customer Service
• Payment Processing
• Generating payoff quotes
• Subordination requests
• Foreclosure tracking

This role offers broad exposure to non-traditional mortgage products, helping you and your team build a diverse and well-rounded skill set in the financial services industry.

We’re seeking someone who not only understands the technical side of loan servicing but also excels at coaching, mentoring, and developing talent. There is potential for career mobility based on strong job performance, into a senior level role within Mortgage Loan Servicing. If you're ready to lead with purpose in a mission-focused organization that values life-work balance, we encourage you to apply!

Make a lasting impact by providing safe, affordable housing opportunities to enhance the quality of life of North Carolinians. At NCHFA, we provide safe, affordable housing opportunities to enhance the quality of life of North Carolinians. We are a self-supporting public agency that, since its creation by the General Assembly, has financed more than 310,700 affordable homes and apartments.

Location

Hybrid allowed

Group

Finance

In-office Requirements

Occasional in office as required to meet training and business needs.

Grade Level / Salary Range

NC21 / $85,450 – $106,315

Main Objectives

1) Leverages loan servicing expertise and operational management experience to achieve departmental goals

• Operational and people manager. A significant portion of time is spent performing senior level individual contributor tasks such as end of day cash balancing and quality control of loan servicing system data and reports or in a support/back-up capacity due to team members absences or training gaps.
• Accountable for managing day to day operations of the team such as payment processing, customer service, bankruptcy, occupancy and foreclosure of the loan servicing team, leading operational objectives and leads team projects.
• Manages direct reports using established policies and management guidance. Developing ability to delegate effectively. Acts as an advisor to the team, ensures team is meeting schedules and resolves issues.
• Serves as a technical subject matter expert in loan servicing policies, procedures, and business systems to provide resolution to day-to day issues.
• Implements changes to the team workflows, processes and policies with guidance from senior management.
• Learns to prepare the budget of expenses for area(s) of responsibility and methods to review actual expenses to ensure proactive response to negative variances.

2) Hires, leads and develops team members to maximize productivity and support the Agency’s mission

• Develops foundational management skills through experience, formal training and mentoring.
• Acts as a role model and is learning how to set goals and manage day-to day performance and schedules of direct reports. Seeks guidance from senior management in complex situations such as management of poor performance and staff conflict.
• Provides regular coaching and feedback to direct reports and is learning how to utilize the Agency provided professional development framework. Conducts performance reviews with guidance from senior management.
• Provides recommendations for decisions related to hiring, promotions, and terminations.

3) Utilizes loan servicing technical expertise and knowledge of systems and standards to maximize operational controls and mitigate risk.

• Recognizes how new and updated loan servicing laws and regulations impact policies and procedures.
• Makes recommendations for operational changes needed to align with the regulations.
• Uses developed knowledge and understanding of commonly used industry internal and external loan servicing related business systems such as FICS (loan servicing), HOS (origination/servicing), MistrData (loan origination and control), Lien Release (electronic lien satisfaction recording), PACER (Public Access to Court Electronic Records) and County Tax and GIS (Geographical Information System) related to functions managed.
• Identifies gaps in processes and makes recommendations that increase utilization of system functionality, automate manual processes or mitigate risk.
• Actively coaches direct reports and frequently shares knowledge related to loan servicing standards, systems and regulations and trains others within the team.

Education & Experience

Bachelor’s degree in a business-related discipline such as Business Administration, Finance or Accounting and 8 years of loan servicing experience or experience in payment processing, consumer collections, consumer default loan servicing customer service. Supervisory experience is a plus.

Will consider an equivalent combination of relevant education and experience.

Knowledge, Skills, & Abilities

• Solid experience applying advanced knowledge and understanding of loan servicing concepts, standards and regulations in a loan servicing environment
• Solid experience working with automated loan servicing systems and the ability to extract and analyze loan servicing data to improve operational efficiency, data quality and to mitigate risk
• Solid understanding of basic financial concepts such as budgeting, cash to deposit reconciliations and basic accounting concepts such as debits and credits
• Serve as a subject matter expert to the team and the organization
• Foundational people management skills, including employee development, performance evaluations and ability to motivate team
• Solid understanding of loan servicing concepts and standards, as well as knowledge of industry practices and regulations, such as Consumer Financial Protection Bureau (CFPB), Fair Debt Collection laws and government ensuring entity (FHA, VA, and USDA servicing requirements that govern loan servicing processing. Ability to multi-task and lead projects
• Effective leadership skills with team and with external partners
• Knowledge of Excel; intermediate knowledge of Microsoft Word, Outlook and PowerPoint

Salary is commensurate with relevant education and experience

Benefits

Major Medical > Dental> Vision> Health Care FSA> Dependent Day Care FSA> Cancer> Critical Illness> Disability (long and short-term) > Voya Travel Assistance> Term Life> Accidental Death & Dismemberment> Accident> Voluntary 401k & 457> Teachers’ and State Employees Retirement System (PENSION!) > Continuing Education> Professional Development> Annual Longevity Check (at service milestones)

Paid Time Off: 12 holidays Accrued Vacation> Sick> Personal> Community Service/Parental> Personal Observance> Bereavement>FMLA> Family Illness Leave> Paid Parental Leave

Job Number

135

Closing Date

Open Until Filled

Resume

Required

Cover Letter

Required