Manager, Mortgage Account Servicing

Navy Federal Credit Union•Pensacola, FL

37d

About The Position

To plan, direct and manage the multi-function operations of the Mortgage Account Servicing branch in support of, mortgage loans, home equity lines of credit, and business loans. Partner with internal business units to harmonize operations to ensure excellent member service and maximize operational efficiency. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans. Act as AVP/VP in the incumbent's absence.

Requirements

Advanced knowledge of applicable federal and state laws, rules and regulations
Advanced knowledge of financial industry trends, lending practices, products and services, technology, and regulations
Extensive experience in supervising and leading employees
Extensive progressively responsible experience leading and managing a multi-function mortgage/equity loan account servicing operation, preferably in a large financial institution
Extensive experience managing multiple priorities independently and/or in a team environment to achieve goals
Significant experience in working with mortgage servicing platforms
Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
If selected, will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks
Expert skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
Expert skill presenting findings, conclusions, alternatives and information clearly and concisely
Expert skill interacting with staff, management, vendors and members diplomatically and tactfully
Expert skill interpreting and applying applicable federal and state laws, rules and regulations
Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
Expert skill identifying and analyzing business requirements and recommending solutions
Expert skill maintaining composure in a high production and changing environment
Expert skill exercising initiative and using good judgment to make sound decisions
Expert skill in producing desired results and achieving goals and objectives
Expert research, analytical, and problem solving skills
Expert organizational, planning and time management skills
Expert verbal and written communication skills
Advanced database, word processing, spreadsheet, and presentation software skills
Bachelor's degree in Finance, Business Administration, or related field, or an equivalent combination of education, training, and experience

Nice To Haves

Master's degree in Finance, Business Administration
Extensive experience leading large projects/initiatives which have business risk and impact
Advanced knowledge of NFCU policies, procedures, products, and services

Responsibilities

Develop branch strategy, establish priorities and set goals; evaluate and implement standards to ensure alignment with department/organizational objectives
Manage and direct operations to ensure targets, service level agreements and corporate objectives are met
Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production standards to ensure business and standards of member service are met
Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
Conduct benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, reduce losses, minimize financial risk, and maintain high operational efficiency
Provide guidance and direction to supervisors regarding strategic projects, complex member related matters and operational issues; authorize appropriate solutions to resolve issues
Oversee quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and NFCU policies and procedures
Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules and regulations (e.g., RESPA, CFPB, etc.), and NFCU policies and procedures
Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
Ensure best practices are used to determine best options for members experiencing financial difficulties due to account situations
Serve as liaison to internal/external auditors, and contracted third parties; review and implement recommended/approved procedural changes
Develop strategies and initiatives to provide superior member service and position NFCU as the financial institution of choice
Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
Collaborate with internal business units to implement processes, new applications and system enhancements
Oversee the completion, evaluation, and submission of reports to senior management
Direct the development of key projects/initiatives in consultation with business partners, assign responsibilities/tasks based on priority, staff availability, and resources
Create projects and assign responsibilities/tasks based on priority, staff availability, and resources
Provide overall leadership to large strategic projects and/or programs; ensure effective management of projects from inception through implementation
Serve as change management lead for branch; apply change management principles and knowledge to conduct organizational assessments, develop strategies, change roadmaps and plans
Oversee training and development programs for staff; evaluate training programs to ascertain effectiveness
Serve on committees and attend meetings
Perform other duties as assigned