Mortgage Servicing Manager

Summary:

The Mortgage Servicing Manager oversees the Bank's residential mortgage servicing operations, including post-closing, loan boarding, quality control, document management, and ongoing servicing. This role ensures compliance with regulatory and investor requirements while leading operational excellence, process improvement, and exceptional customer service throughout the life of the loan.

Key Responsibilities:

Leadership:

• Lead, coach, and develop the mortgage servicing team.
• Establish performance goals and promote accountability, cross-training, and continuous improvement.
• Establish departmental goals, service standards, and performance expectations while fostering a culture of accountability, collaboration, and continuous improvement.
• Promote cross-training and succession planning to ensure business continuity and operational efficiency.
• Conduct performance evaluations and support employee development.
• Coordinate work assignments and departmental priorities to ensure timely, accurate, and compliant servicing operations.

Mortgage Operations:

• Oversee mortgage closing, post-closing, loan boarding, and servicing functions.
• Ensure loans are accurately funded, boarded, maintained, and serviced in compliance with Bank policy and investor requirements.
• Resolve complex servicing issues and support exceptional customer service.

Compliance & Risk Management:

• Ensure compliance with applicable mortgage regulations, investor guidelines, and internal policies.
• Support audits, examinations, and quality control initiatives.
• Maintain strong operational controls and minimize servicing risk.

Operational Management:

• Monitor production, quality, turnaround times, and departmental performance.
• Lead workflow improvements, technology initiatives, and policy updates.
• Collaborate with Lending, Compliance, Accounting, Information Technology, Secondary Market, and Loan Administration to ensure efficient operations.
• Other tasks as assigned.

Supervisory Responsibilities:

Provide direct leadership, coaching, performance management, and professional development for the Bank's mortgage servicing staff, including Post-Closing Specialists, Loan Setup personnel, Escrow, and Quality Control staff.