Servicing and Operations Manager

Self-Help•Durham, NC

5d•Onsite

About The Position

Self-Help is seeking a Servicing and Operations Manager to oversee servicing and operations for the Secondary Market Team in Durham, North Carolina. The role manages the full lifecycle of consumer and mortgage loans in the portfolio, from acquisition through liquidation, and works with sub-servicers, vendors, GSEs, internal staff, and other partners to support compliant, effective loan servicing and portfolio performance. The manager oversees loss mitigation and default servicing strategies, quality control, document custody and management, vendor reviews, audits, compliance, and risk mitigation. The role also supervises and develops direct reports, establishes performance and development goals, and contributes to the Secondary Market leadership vision. The position supports Self-Help’s mission of creating economic opportunity for traditionally underserved communities.

Requirements

Bachelor’s degree or equivalent related experience.
Seven years of experience in compliance, finance, loan operations, loan servicing, and/or loss mitigation.
Excellent leadership skills and demonstrated ability to lead, motivate, and supervise employees while serving as a hands-on working manager.
Strong commitment to Self-Help’s mission of creating economic opportunity for traditionally underserved communities.
Deep knowledge of the mortgage industry, lending principles, and products.
Ability to build and maintain productive relationships across the organization and with servicing and vendor partners across multiple U.S. locations.
Ability to collaborate with management on a Secondary Market leadership vision and strategies for implementation.
Keen attention to detail and excellent problem-solving skills.
Ability to hire, develop, and supervise staff.
Ability and willingness to learn new asset classes and servicing strategies and engage with the portfolio at the loan level as needed.
Strong written and verbal communication skills and ability to present information effectively.
Proficiency with Microsoft Outlook, Word, PowerPoint, and Office 365; advanced Excel skills and ability to learn other data systems quickly.
Familiarity with loan servicing systems.
Ability and willingness to work overtime as needed.
Ability to demonstrate Self-Help’s Core Values: Mission Before Self; Service With Excellence; Embracing & Promoting Change; Results Not Credit; Diversity as a Strength; and Financial Sustainability for Mission Impact.

Responsibilities

Manage servicing of consumer and mortgage loans throughout the portfolio lifecycle, from acquisition through liquidation.
Maintain knowledge of GSE policies, requirements, and guidelines, and ensure GSE sub-servicers meet applicable guide requirements.
Monitor whole-loan sub-servicers for compliance with Self-Help requirements and resolve portfolio or loan issues with GSEs, vendors, sub-servicers, and other third parties.
Assess portfolio performance and risk, loss mitigation, and default management; recommend strategic improvements to mitigate risk and improve performance.
Coordinate with staff and the Systems and Reporting work group to ensure accurate and timely servicing reports.
Review prospective loan-purchase servicers, including their policies, procedures, system controls, and transactional reports.
Manage loss mitigation activities and develop and implement strategies, policies, and processes to support borrower success and mitigate losses.
Manage default servicing operations and develop and implement procedures for repossession, consumer loan charge-off, foreclosure, deed-in-lieu, short sales, and property disposition.
Monitor loan-level milestones to support timely progression and minimize losses; monitor industry standards for compliance and best practices.
Oversee the Team’s Quality Control program, including reviews and identification of loans with repurchase or credit-risk potential.
Maintain cooperative relationships with quality-control partners, including GSEs, lenders, and vendors.
Manage due diligence concerning underwriting quality, data validation, and collateral assessment, and ensure quality-control requirements are clear and achieved.
Analyze lending product terms for origination risk and operational feasibility for front-end infrastructure and operations.
Oversee document management for assets acquired by the Secondary Market Team, including the document custody program and third-party custodians.
Ensure document-custodian audits are accurate and timely and that collateral files contain required documents, including an executed Note, recorded Mortgage or Deed of Trust, and Final Title Policy.
Monitor document endorsement and assignment accuracy and ensure compliance with industry and GSE document-management standards.
Manage annual internal and external sub-servicer audits to mitigate regulatory risk and ensure compliance with GSEs, Self-Help policies, and servicing standards.
Create and monitor remediation plans for identified defects.
Manage vendor reviews, including onboarding new servicers and vendors with Process Unity and Self-Help’s Vendor Management Team and periodically reviewing existing partners.
Ensure compliance with GSE guidelines and applicable laws for loan servicing, loss mitigation, and charge-off.
Ensure Secondary Market purchase and quality-control activities comply with regulatory and organizational requirements; oversee maintenance of quality-control policies, procedures, and underwriting guidelines.
Manage and develop direct reports by providing guidance, feedback, coaching, and support for professional development.
Set performance and development goals with direct reports, track progress, and conduct mid-year and annual progress reviews.