Supervisor, Mortgage Service

Sunward Federal Credit Union • Albuquerque, NM

181d

About The Position

Supervises the daily operational activities of the mortgage servicing staff so as to ensure the staff is properly trained and executing duties in accordance with regulations, policies and established procedures. Fosters a productive, rewarding work environment that provides exceptional service to internal and external members in alignment with the Credit Union’s core values. Identifies and analyzes opportunities to improve internal processes and documents procedures that provide clarity for staff to perform their jobs accurately and efficiently. Partners with management and other CU departments to provide exceptional service to our members and to help members meet their loan and financial needs.

Requirements

• Minimum three years’ experience in a financial institution.
• Experience in lending or loan servicing is desired.
• Minimum two years supervisory or team lead experience.
• Demonstrated ability to research, analyze and resolve complex issues.
• Familiarity with secondary market servicing preferred.
• Knowledge of consumer/mortgage loans, loan documentation requirements, pertinent regulations and other financial services preferred.
• Thorough knowledge of Credit Union products and services, features, and benefits.
• Proficient in the use of personal computer applications (i.e. Microsoft Office products and the Internet) and in-house software.
• Demonstrates ability to learn new software.

Nice To Haves

• Bachelor's degree in business or related field.
• Successful completion of a specialized course or study in real estate.

Responsibilities

• Hire, develop and lead the mortgage servicing staff to ensure that members receive a high quality of service in line with the Credit Union’s core purpose of being 'Our Members’ Trusted Partner for Financial Success'.
• Ensure employees have the proper tools, resources, training and support to successfully perform the requirements of their job.
• Establish clear work objectives, timelines, and priorities for self and team.
• Provide guidance and direction to team to ensure all functions are performed properly and within established time frames.
• Monitor staff workloads to ensure the department is properly staffed.
• Perform team functions as needed.
• Monitor, evaluate and document employee performance, providing appropriate recognition or corrections as needed.
• Coach with a view to success.
• Seek out areas for improvement in efficiencies, making recommendations and proceeding with enhancements whenever appropriate and possible.
• Have in-depth knowledge of mortgage servicing to include, but not be limited to, mortgage and home equity loan programs and terms, escrowing and analysis procedures and compliance, investor accounting and reporting, monetary movement between GL’s, and understanding various payment processing options for both the core loans and MS loans.
• Respond appropriately to complex problems/issues, and identify and close any gaps discovered.
• Develop and document procedures as they relate to the consumer servicing team and provide staff training on specific procedures.
• Encourage staff input and empower employees to make proper decisions within the scope of their job.
• Actively support management in achieving established department goals.
• Maintain a solution-oriented viewpoint when interacting with members, employees, vendors and other Credit Union departments.
• Manage employee, Credit Union board/committee member loans (service, audit, research, folder security, etc.).
• Ensure that member and Credit Union information is treated with the utmost confidentiality and security.
• Provide a superior member experience by actively listening to and assessing the needs of the member.
• Perform other duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees