Mortgage Service Manager

IBC•Austin, TX

6d•Onsite

About The Position

The IBC Mortgage Servicing Manager assigns, monitors, and assesses the performance of the Servicing staff to ensure compliance and efficiency. This is a high-pressure, fast-paced environment with significant telephone and personal disruption. This position drives team performance while ensuring compliance with company policies and applicable state & federal laws. The Mortgage Servicing Manager should have a “We Do More” attitude, strong work ethic, sense of urgency, and customer service orientation.

Requirements

Customer Service experience
Attention to detail
Ability to take on projects with a problem-solving attitude
Expert knowledge of Mortgage Compliance, Regulation and Guidelines
Excellent communication skills
Strong attention to detail and accuracy
Must motivate, develop, and direct people as they work, identifying the best people for the job.
Must be able to instruct/teach others how to do something by selecting and using training/instructional methods and procedures appropriate for the situation.
Must be able to bring others together to reconcile differences.
Position requires maintaining records, preparing various forms, verifying information, and resolving common problems.
Employee must perform other work as required or requested.
High School Diploma
5+ years’ experience in loan servicing or equivalent mortgage experience required

Nice To Haves

Proficient working knowledge of Microsoft products including Word, Excel, PowerPoint, and Outlook preferred
Bachelor’s Degree Preferred
3+ years in previous Leadership role preferred
Spanish Language Preferred

Responsibilities

Demonstrates independent judgment and functions with minimal direction, discretion, and confidentiality
Directs and coordinates activities of Servicing staff
Improves customer satisfaction and call quality by monitoring queue calls and providing feedback
Participates in the interviewing of staff and makes hiring recommendations.
Meets regularly with direct reports to establish individual and team performance goals, to review, coach and monitor performance against goals, discuss operational issues, facilitate collaboration, and review staff training and development requirements
Monitors and tracks Monthly tax report for escrow payout
Refers Delinquent tax suits to Attorney for handling and monitor process timeline
Completes Monthly MERS Reconciliation
Monitors Monthly Paid in Full Report to ensure Lien Release and Flood cancellation
Designs, maintains, and implements policies and procedures for the Mortgage Servicing department
Reviews weekly and Monthly Self Audit to ensure compliance with internal policies and procedures
Ensures yearly IRS tax reporting is completed
Ensures yearly Privacy Notices are sent
Provides excellent internal and external customer service by being responsive and timely
Provides oversight over sub-servicer and other vendors to ensure compliance
Ensures annual MERS and FNMA recertification processes are completed timely
Prepares regulatory and Investor reporting
Assists with servicing file transfers
Serves as a subject matter expert in cross-functional projects
Trains new Mortgage Servicing Specialists