Loan Servicing Manager

Loan Servicing Manager - Real Estate (Redwood City, CA)

JOB SUMMARY:

Administers, directs, controls, and manages the activities of the Loan Service Department, ensuring that all aspects of the Department function smoothly, efficiently; in compliance with regulatory agency and investor guidelines and in accordance with established Provident Credit Union policies and procedures. Responsible for ensuring that all member service functions are performed in full compliance of Credit Union policies and guidelines. Responsible for achieving department’s financial goals. Ensures that the department is properly staffed, and staff is trained to function at accepted standards of productivity with high member service.

Why Provident?

Provident Credit Union was established in 1950 and we rank among the top 10% of credit unions in the US. We believe having a culture that is accepting, supportive, diverse, and inclusive makes us all better. Provident has been a Bay Area “Top Workplace” since 2017, and our employees rank us on Glassdoor as one of the best credit unions in the nation. Our values are:

• Listen
• Get Better
• Do What’s Right

Essential Functions:

• Manage the core functions of the department, achieving or exceeding accepted standards of productivity and member service in the following areas:
• Answering and resolving member service requests by phone, mail, secure e-mail including servicing requests from members, internal departments, vendors and other interested parties
• Perform standard FHLMC/FNMA Seller/Servicer servicing activities including delivery, loan-level reporting, remitting and delinquency reporting
• Boarding of 1st and 2nd mortgage loans
• Payment processing and teller balancing
• Escrow account disclosure, disbursement and analysis
• Insurance monitoring for mortgage and consumer loans
• Property tax and insurance requirements
• PMI disbursement, notification and cancellation requirements
• Adjustable-Rate Mortgage rate adjustment process
• IRS loan interest reporting and disclosure requirements
• Payoff and reconveyance processing
• Loan interest calculation
• Responsible for achieving department financial results with emphasis on meeting or exceeding goals. Meet regularly with staff to review status of goals and discuss/implement any actions necessary to ensure that goals are met.
• Set department operation goals; implement plans to attain; take necessary actions to achieve or exceed department operation goals. Meet regularly with staff to review status of goals and discuss/implement any actions necessary to ensure that goals are met.
• Oversee audit and quality control processes, ensuring timely completion, adherence to portfolio, investor and regulatory guidelines; ensure timely and accurate reporting of findings and concerns to senior management.
• Quarterly review of department operational procedures. Document review of specific procedures and update procedures as needed.
• Ensure timely and accurate completion of priority and special projects
• May handle unusual or more complex situations including member complaints.
• Administer the department personnel processes including hiring, training, and disciplinary actions necessary, motivation, and terminations. Meet the staffing needs of the department with the personnel best suited to the position. Ensure that department security and safety procedures are up-to-date and reviewed periodically with staff.
• Perform ongoing performance evaluation and feedback sessions with staff. Deliver formal performance evaluations and development plans. Monitor and guide staff training. May personally conduct training meetings.
• Maintain policies and procedures needed to act as a licensed Seller/Services within the secondary mortgage market. Keep abreast of changes in Federal and State regulations and maintain a working knowledge of California Real Estate laws as it pertains to credit unions and Provident’s products and services.

QUALIFICATIONS:

Education/Work Experience/Skills/Abilities:

• College degree in Business, Economics or related field preferred
• 10 years of experience in portfolio and investor loan servicing experience including loss mitigation.
• 7 years of hands-on experience in managing a team
• 5 years of experience in secondary market sales and participation
• 5 years of experience in Real Estate MIS applications.
• Strong supervisory skills with demonstrated ability to work effectively under pressure and with difficult situations, or members.
• Strong knowledge of investor servicing guidelines and requirements
• Advance knowledge of state and federal laws as they pertain to mortgage loan servicing.
• Advance knowledge of mortgage loan originations process and origination system
• Knowledge of loan servicing platform transactions and functions
• Advance mentoring/coaching skills
• Advance performance evaluation skills
• Advance organizational skills
• Advance analytical reasoning skills
• Advance listening and speaking skills
• Advance ability to communicate professionally in writing with correct grammar.
• Complete required BSA & OFAC training annually.
• Understand and adhere to BSA and OFAC policy and procedures.

Benefits you will enjoy:

• Quality medical, dental and vision care coverage
• 401(k) retirement plan with up to 150% matching employer contributions
• Annual discretionary bonus
• Generous paid time off and paid holidays
• Flexible spending accounts
• Employee Referral Bonus
• Short and long-term disability coverage
• Life and AD&D insurance
• Provident membership
• Rate discount on home and auto loans
• Opportunity to use company owned condo in Maui and Lake Tahoe

Compensation:

Pay Grade is M2. This position is eligible for our twice a year discretionary bonus.

Targeted Salary range: $107K – 139K (Depending on experience)

Provident is an Equal Opportunity Employer

We are a winner of the Bay Area News Group Top Work Place in 2018 - 2025. Check us out on Glassdoor