The primary responsibility of the Servicing Manager is to supervise a growing team of employees engaged in mortgage servicing, including escrow processing, loan transaction processing, loan maintenance and customer statements and notices. The SM manages the the execution of departmental operating procedures to ensure quality, accuracy and compliance, evaluate procedural effectiveness and recommend adjustments as necessary. This leadership position promotes a culture of continuous improvement toward delivery of a productive, positive and professional customer experience.
The position requires a minimum of 5+ years of experience in loan servicing with 2+ years of management/supervisory experience with demonstrated ability to lead and coach others effectively.
This position is located at our Lansing Michigan corporate office and is not available for remote candidates.
The SM will provide overall supervision of the servicing aspect of the organization, through an oversight process and by direct involvement in the daily operations. It will be necessary for the SM to perform certain operational functions as well as supervise the overall activities of the department. Summarized below are the basic responsibilities and qualifications for the Servicing Manager Position:
Manages day-to-day Servicing Team dynamics by identifying potential areas of vulnerability and risk.
Develops/Implements corrective action plans for resolution of problematic issues, and provides general guidance on avoiding future occurrences.
Monitors and manage all departmental communication to ensure an outstanding customer experience
Evaluate Customer Service Team performance and propose areas for improvement to reduce business risk and to ensure overall business model operates to fullest capability and functionality.
Performs new servicing transfers
Maintains knowledge of current Servicing Compliance Regulations to include: CFPB, Foreclosure, Loss Mitigation and Claims Procedures especially as it relates to HUD
Oversee the Delinquency Management Department by implementing consistent and effective collections processes
Reviews and manages all customer elevated questions and concerns
Hires and trains new staff members
Develops team members utilizing internal and external training resources
Provides data needed for state, federal, and third party audits related to servicing activities
Processing of mortgage payments
Payment of taxes and insurance as they become due
Maintenance of taxes and insurance records assuring data integrity
Performs annual escrow analysis and issues annual statements
Provides accurate and clear reporting for Habitat Affiliates and investors
Timely and accurate delivery of monthly cash remittances to Habitat Affiliates
Reconciliation of daily payment receipts and cash transfers
Maintenance of excellent customer service on general, daily phone calls
Become familiar with the servicing software at the level of expert, being able to retrieve and manipulate data, create reports and assess ideas and strategies
5+ years of experience in loan servicing required
2+ years of management/supervisory experience with demonstrated ability to lead others effectively
Thorough working knowledge of loan servicing requirements for investors, regulatory and agency requirements
Firm comprehension of loan servicing guidelines, procedures, restrictions reporting requirements, etc.
Familiarity with servicing software and electronic reporting processes
Must be self-directed, motivated, and comfortable working in an extremely fast paced environment
Excellent interpersonal, communication, time management and customer service skills
Strong organizational skills are a must with ability to prioritize to meet deadlines and manage multiple projects
Ability to exercise independent judgment in decision making
Microsoft Office Applications proficiency is required (Excel, PowerPoint, Word, Outlook)
E/O/E M/F/D/V Affiliate Mortgage Services is an equal opportunity employer and seeks to employ and assign the best qualified personnel for all our positions in a manner that does not unlawfully discriminate against any person because of race, color, religion, gender, marital status, age, national origin, physical or mental disability, sexual orientation, veteran/reserve national guard status, or any other status or characteristic protected by law.
About Affiliate Mortgage Services
Affiliate Mortgage Services, a non- profit organization, was the first mortgage lender in the nation created by a Habitat for Humanity State Support Organization (SSO) to originate and service mortgage loans for Habitat for Humanity Affiliates. We are 100% dedicated to providing cost-effective mortgage origination and loan servicing solutions to Habitat for Humanity Affiliates and their homeowners.