Hi,
We are looking for someone who is:
- Genuinely happy & cheerful in life.
- Has expertise in the field of mortgage/loan servicing.
- Willing to work in the office full-time, 40 hours a week (NOT a remote position).
- Has manager experience.
- Comfortable speaking with clients and skillfully addressing any uncomfortable issues that may arise.
- Values being part of a team that finds joy in their work, takes pride in providing excellent customer service, collaborates closely and is focused on expanding the company’s successes & growth.
If you have the above qualities and skills, I invite you to apply to join our team as the Loan Servicing Operations Manager!
About This Role:
The Operations Manager is responsible for overseeing the day-to-day administrative and operational functions of the division. This role is crucial for ensuring that the servicing of loans is efficient, compliant with regulations, and aligned with the organization’s goals.
Hours: This position is IN OFFICE ONLY – NOT a remote position or hybrid.
Full-time, 40-hour week from 8:30 am to 4:30 pm with a paid 30 min lunch break, and 2 available 10-min breaks during the day, Monday – Friday.
Qualifications:
Minimum of 2 years’ experience in the field of Loan Servicing, with good knowledge of the loan servicing industry.
Excellent problem-solving abilities and attention to detail.
Comfortability & familiarity with handling complex operation or regulatory issues
Good leadership and team management skills.
Proficient in Microsoft Office Suite (excel, word docs, outlook email platform, etc.).
Pay Rate: $75,000 - $86,000 annual, depending on experience and proven production.
Essential Responsibilities:
1. New loans swiftly boarded with all required servicing agreements in place.
2. Loans exceptionally serviced with a happy investor.
3. Borrowers meeting their payment obligations.
4. The Servicing Team all coordinated, smoothly & efficiently producing.
Key Duties Include:
- Management of the Servicing Team for coordinated & efficient daily Loan Servicing operations.
- Lender and Borrower relations management and oversight.
- Loan servicing processes implementation and regulation compliance.
- Ensuring standard and complete servicing procedures and reports.
Details of each of the above duties are as follows:
Management of Loan Servicing Operations
1. Oversee Daily Operations: Manage the daily operations of the loan servicing department, ensuring all loans are serviced according to company policies and legal requirements (which you will learn/be reminded off as you take on this position).
2. Implement Strategic Plans: Smartly execute Owner’s targets & plans, aimed at optimizing and expanding loan servicing operations.
Client Service Oversight
1. Manage Service Providers: Oversee relationships with third-party vendors that provide services related to loan servicing, such as insurance agencies or software providers.
2. Customer Relations: Manage customer service strategies to ensure that our valued Lenders and their borrowers receive prompt and accurate responses to any communications.
3. Escalation Handling: Address and resolve escalated customer service issues to maintain Lender satisfaction and compliance with servicing standards.
4. Monitor Financial Performance: Oversee the financial aspects of loan servicing, including payment processing, adjustments, and delinquency management.
Process Optimization
1. Based on Management direction, implement efficient loan servicing workflows to reduce processing time and increase client satisfaction.
2. Continually seek ways to improve processes and increase efficiency within the department.
3. Helping to ensure loan servicing activities comply with relevant federal, state, and industry regulations and standards.
4. Conduct regular audits of loan servicing files and processing procedures to ensure accuracy and completeness.
5. Address and resolve any issues or errors in loan processing to prevent future occurrences.
Administration & Systems Management
1. Reporting: As needed, generate reports on department performance, including areas such as loan payment processing efficiency, customer service metrics, and compliance adherence.
2. System Enhancements: Work with management and IT departments, to enhance loan servicing software and systems for better functionality and user experience.
3. Data Integrity: Ensuring the Servicing Team follows company policies to protect the integrity and security of lender and borrower data throughout the entire servicing process
Language Skills: Must speak English. Proficiency in written and verbal communication skills in English is essential. Must be understanding and empathetic in the most sensitive situations, handling borrowers with class and dignity. The ability to convey complex ideas clearly and concisely, as well as to adapt communication styles to different audiences (internal and public facing) is critical for ensuring successful collaboration.
Physical Requirements: Ability to sit and stand for extended periods. Capability to lift and carry up to 25 pounds.
Work Environment: Shared work environment.
Contact: Ready to help lead our loan servicing operations, ensuring our processes are efficient and compliant? Apply today and become part of a team that values innovation, collaboration, and excellence!