Mortgage Loan Servicing Manager

Equity Resources, Inc•Newark, OH

3h•Hybrid

About The Position

We are looking for a Mortgage Loan Servicing Manager to join our industry-recognized, family-owned company who recognizes your contributions and has a philosophy of no layoffs during the down-season. A company whose goal and purpose is to Improve the Lives of Families. We would love for you to take a look at Equity Resources! We are a fun and friendly environment where we work together to meet our daily goals. Position reports to our Newark, OH headquarters, but work can generally be done remotely. Let's talk about how we can work together! The primary objective of the Loan Servicing Manager is to serve as the primary liaison with our sub-servicer, providing oversight, performance monitoring, and risk-based review to ensure servicing activities are performed accurately, timely, and in accordance with investor, agency, regulatory, and Company requirements. The Manager is responsible for evaluating servicing performance, coordinating oversight activities, resolving escalated issues, and providing servicing-related reporting and recommendations to management. This position may be Remote Hybrid (with regular travel to our Corporate Office in Newark OH). This position may be Remote Hybrid (with regular travel to our Corporate Office in Newark OH).

Requirements

Bachelor’s degree in Business Management, Finance, Administration (or equivalent combination of education and experience, including two years experience in management within the mortgage industry).
Minimum of three years of mortgage servicing experience in the following areas: collection activities, delivery of new loan files to the sub-servicer, reconciliation of custodial accounts, default management processes, claims processing, and managing oversight on the sub-servicer.
Knowledge of federal conventional and governmental real estate lending guidelines, as well as knowledge of residential mortgage processing, underwriting, and closing procedures is required.
Minimum 2 years experience in leading or directing teams, including coaching, development, and process improvement.
Must possess demonstrated teamwork and customer service skills.
Proven track record in working with all levels of staff and management.
Strong desire to excel in a competitive environment.
Advanced Microsoft Excel skills required.
Strong written and verbal communication skills.
Self-motivated with the ability to think creatively and solve issues independently without intervention.
Ability to effectively communicate to co-workers, outside vendors, and lenders.
Ability to apply common sense understanding to carry out detailed written or oral instructions.

Nice To Haves

Experience with Power Query, dashboards, Microsoft 365 reporting tools, servicing platforms, and loan origination systems preferred.

Responsibilities

Coordinate oversight of sub-servicing and interim servicing activities for residential mortgage loans.
Own the preparation, analysis, and delivery of the monthly servicing report to executive management, including summarizing portfolio performance, financial exposure, risk trends, operational issues, and recommended actions.
Retrieve, analyze and discuss monthly reports from the sub-servicer including: Review of delinquencies, Ensure servicing fees charged are compliant, customary, and accurate, Monitor portfolio loans, Review call center and ticket trends, Monitor all loss mitigation efforts and foreclosure progress, Monitor and approve loan level fee requests, Monitor deliveries and reconcile initial data with sub servicer, Identify and suggest improvements based on reporting trends, Communicate plan of action with sub-servicer.
Coordinate recurring oversight reviews of the sub-servicer, identify control, operational, financial, or compliance concerns, track corrective actions, and escalate significant issues to management as appropriate.
Identify, resolve, and monitor ongoing issues with sub-servicer to ensure appropriate, timely, and effective servicing which meets the Company’s standards.
Monitor changes to Fannie Mae, Freddie Mac, Ginnie Mae, FHA, VA, and USDA requirements and evaluate the sub-servicer's implementation and compliance with applicable servicing requirements.
Demonstrate working knowledge of investor reporting requirements, servicing transfers, agency servicing requirements, Ginnie Mae pooling-related servicing activities, and the relationship between loan delivery and mortgage servicing operations.
Maintain oversight of delinquency, loss mitigation, bankruptcy, foreclosure, REO, claims, recoveries, and other default-servicing activities being performed by the sub-servicer.
Continually monitor, track, and seek to improve customer service levels for both borrowers and internal customers.
Perform general management responsibilities, including responding timely to employee issues and questions, assisting in the staffing and hiring process for department positions; coaching and motivating employees to obtain their best, reviewing performance both formally and informally, and maintaining confidential employee records and correspondence.
Continually assess servicing oversight processes to identify opportunities for improved controls, reporting, workflow efficiency, automation, and risk management.
Promote and ensure the Company goal of Creating Raving Fans is a department and individual focus at all times – for both loan officers and borrowers.
Serve as a servicing representative for audits, examinations, and quality-control reviews by coordinating documentation, monitoring remediation efforts, and maintaining evidence of servicing oversight activities.
Remain up-to-date as it relates to mortgage servicing by attending conferences, seminars, reading monthly newsletters and taking online courses.
Maintain a high level of confidentiality at all times.
Any other duties as assigned.