Loan Servicing Manager

Community Bank•Waynesburg, PA

2d•Onsite

About The Position

The Loan Servicing Manager is responsible for management, and oversight of ongoing servicing of all consumer and mortgage loan products offered by the Bank and maintains the desired client experience and service level associated with delivery of the servicing processes. This individual is also responsible for assisting in the successful execution of strategic and operational initiatives undertaken by the Bank related to loan servicing activity as well as compliance with all federal and related regulations. A key operations go to for retail, commercial and mortgage personnel to achieve goals related to client experience and delivery of loan servicing functions. Works closely with system administrators to ensure optimized use of the core and ancillary systems. Takes responsibility for and deals effectively with complex and sensitive client issues and complaints. Anticipates customer needs and proactively makes recommendations and executes implementation of new services and solutions.

Requirements

Strong knowledge of operational servicing functions, systems, policies, and procedures
Excellent organizational and project management skills
Excellent interpersonal, verbal, and written communications skills
Ability to manage multiple tasks/projects and deadlines simultaneously
Aptitude to read, interpret, and implement regulations and laws
Ability to write policy and procedures
Presentation skills for training and customer intervention
Bachelor s degree in business or finance, or 10+ years of Bank Operations experience or equivalent
Supervisory experience required
Data processing / computer literacy experience.
Valid driver s license required

Nice To Haves

Prior experience with Loan origination and Servicing Systems including Fiserv Premier and Robotic Process Automation technology a plus.

Responsibilities

Works closely with other divisions and departments of the bank to ensure effective servicing and support of products and services. Evaluates and looks for opportunities to streamline operational processes to improve productivity and effectiveness through technology enablement, while providing excellent customer service and support to our clients and employees.
Oversees loan servicing functions related to loan account maintenance, payment processing, collateral management, lien filing and release, insurance monitoring and escrow servicing.
Manages and is accountable for risk mitigation activities. Designs, develops and documents best in class internal controls. Builds, maintains, and enhances operational controls that are sustainable and complies with all operational control requirements. Stays abreast of all new regulatory actions which many impact Consumer and Mortgage lending and make recommendations for action as warranted.
Responsible for adhering to all agency (Fannie Mae, Freddie Mac, and FHLB) servicing requirements including, but not limited to, payment processing and remittance, accounting, investor reporting, escrow administration, MERS reporting and reconciliation, custodial processes, loss mitigation procedures and quality control requirements.
Oversees operational workflow and assists with transactions/processes. Builds and maintains processes that identify and addresses exceptions and serves as a point of escalation and resolution. Verifies completeness and accuracy of procedures and conformance to established service levels.
Responsible for setting and monitoring a high standard of performance expectations within all direct reports within the Loan Servicing Department. Mentor, coach, and develop staff to ensure a depth of knowledge for their professional development and the success of the Bank s ongoing operations.
Interacts with Bank s Compliance personnel, as well as external Examiners and/or Auditors, to assist in Bank Reviews or Examinations. Implements appropriate corrective measures, ensuring necessary changes or recommendations are achieved, as directed.
Establish performance & statistical reporting for the Loan Servicing department. Ensure the necessary policy and procedures are in place to accomplish the processes necessary for the optimal functionality of the department.
Accountable for the management of the audit, risk assessment, and compliance issues relating to the Loan Servicing department. Mitigates Bank liability through established quality control reviews and enforcement of adherence to Bank policies and procedures within areas of responsibility.
Cultivate contacts with vendors including Fiserv, Finastra, Abrigo Sageworks and other core service providers used currently or in the future. Participate in outside professional activities to maintain industry knowledge. Assists with the management of the core vendor relationship and participates in core vendor initiatives.
Oversight of the following: All aspects of Mortgage Servicing functions required in a service-retained business model.
Timely and accurate posting of all transactions including payments and account maintenance.
Process all paid loans ensuring liens and mortgages are released timely.
Community Reinvestment Act (CRA) adherence
Home Mortgage Disclosure Act (HMDA) data accuracy
Timely and accurate lien filing.
Escrow Tracking/Servicing
Assists in the planning, implementation, and introduction of new projects. Meets all assigned project deliverables. Participate in design and testing phases.
Assists in the definition of project scope, goals, tasks, and resource requirements; assembly of project staff; resolve or assist in the resolution of conflicts within and between projects or functional areas; provide corrective supervision if necessary. Document and mitigate project risks.
Contributes to successful project completion within budget and on time by identifying risks and developing/recommending mitigation strategies.
Work with Training Coordinators to develop training materials, assist with training (as needed) and/or support training staff on any implemented updates, upgrade, or core application modification.
Stay abreast of product release information and communicate upcoming changes to all Business Units. Assist in the testing and validation of product changes prior to implementation.
Develop and maintain Subject Matter Expert knowledge of loan servicing functions and loan accounting systems.
Work closely with the Risk Management and Compliance Departments to establish and maintain adequate controls to ensure regulatory compliance and industry best practices.
Assists in the oversight of year end processing and loan interest tax reporting.
Exercises appropriate authority and responsibility toward personnel with respect to Equal Opportunity Employment, Affirmative Action Compliance, promotions, transfers, performance reviews, salary increases, terminations and other related terms and conditions of employment.
Other duties as assigned.