Supv-Mortgage Loan Servicing

Wings Credit Union•Colorado Springs, CO

About The Position

This position assists the Department Manager in administering and supervising the Mortgage Loan Servicing Department and its employees, ensuring timely and accurate completion of tasks and member requests involving first mortgages—including FNMA conforming products, CHFA, El Paso Bond program, FHA and VA—as well as construction, land, and employee loans. The role monitors staff workload, assigns tasks and member requests, assists with training, participates on the management team, helps set work priorities, implements new requirements, streamlines workflows, and resolves member and staff complaints. The supervisor stays informed about current mortgage servicing practices and helps develop internal procedures and policies consistent with departmental and Credit Union goals. The role provides operational oversight, addresses escalated member concerns, supports interpretations of guidelines and regulations, and serves as a liaison in escalated matters involving internal and external members and third-party vendors. It also supports frontline work as needed, prioritizes daily workload, manages pipelines, and schedules staff. The supervisor coaches and develops staff, addresses personnel issues and best practices, prepares and delivers performance evaluations, and aligns performance standards with department goals and regulatory changes. The position researches and implements approved process and procedural changes and contributes to special projects involving department standards, regulations, investor guidelines, industry practices, and technology. The incumbent must remain cognizant of and adhere to Wings policies, procedures, and Bank Secrecy Act regulations.

Requirements

At least 2 years of relevant lending, insurance, or financial services experience.
At least 1 year of supervisory or team leadership experience.
Advanced conflict-resolution and problem-solving skills.
Ability to lead by example and serve as a positive role model.
Leadership abilities and self-motivation.
Ability to give oral presentations to a group.
Ability to recognize needed improvements and take steps to implement changes.
Strong interpersonal communication skills.
Ability to coach and mentor staff and provide support and direction.
Ability to train staff using clear, concise oral and written communication.
Positive, professional disposition and behavior.
Extensive working knowledge of first mortgage products, potentially including conventional, FHA, VA, construction, land, and portfolio investment property loans.
Extensive knowledge of investor and lending regulatory guidelines.
In-depth understanding of the note and Deed of Trust and their effect on loan servicing.
Ability to analyze insurance claim adjuster reports, repair estimates, repair contracts, and county requirements, and recognize potential red flags or fraud.
Ability to analyze and solve problems to create positive outcomes for interested parties.
Ability to make sound decisions in all aspects of the job.
Organized, detail-oriented, flexible, and able to multitask in a changing environment.
Ability to prioritize and manage workload and allocate resources.
Initiative to meet or exceed job standards and willingness to take on tasks outside regular duties.
Ability to work with peers in other departments on crossover functions.
Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook.

Nice To Haves

Bachelor's degree in Finance, Business Administration, Accounting, Economics, Management, Marketing, Sociology, Sales Management, or Organizational Leadership.

Responsibilities

Assist the Department Manager in administering and supervising the Mortgage Loan Servicing Department and employees.
Ensure timely and accurate completion of servicing tasks and member requests for first mortgage, construction, land, and employee loans.
Monitor staff workload and assign tasks and member requests as necessary.
Assist with staff training and participate on the management team.
Assist with work priorities, implement new requirements, and streamline workflows where possible.
Resolve member and staff complaints and address escalated member concerns.
Provide support for questions involving guideline and regulatory interpretations.
Act as a liaison in escalated situations involving internal and external members and third-party vendors.
Assist with daily frontline workload as necessary.
Assess and prioritize daily workload, manage pipelines, and schedule staff.
Coach and develop staff weekly; address personnel issues and best practices as needed.
Write and deliver performance evaluations.
Assess and revise performance standards to align with strategic department goals and regulatory changes.
Research, recommend, and implement approved process and procedural changes.
Work on special projects to revise department standards, including research into regulatory or investor guidelines, emerging industry standards, and technology.
Remain cognizant of and adhere to Wings policies, procedures, and regulations pertaining to the Bank Secrecy Act.
Assist in developing internal work procedures and policies consistent with departmental and Credit Union goals.
Stay informed of current mortgage loan servicing practices.