Job OverviewThe Dept Head, Mortgage Loan Servicing will be responsible for leading and directing all aspects of the residential mortgage loan servicing business line including strategy development and execution. Plans & directs policies, objectives, and initiatives necessary to create an efficient, scalable, engaged, and customer centric servicing team. Leads and develops managers and staff to create bench strength and associate opportunity.Job DescriptionThe Dept Head, Mortgage Loan Servicing will be responsible for leading and directing all aspects of the residential mortgage loan servicing business line including strategy development and execution. Plans directs policies, objectives, and initiatives necessary to create an efficient, scalable, engaged, and customer centric servicing team. Leads and develops managers and staff to create bench strength and associate opportunity.Responsibilities include but are not limited to:
- Manage and grow a servicing portfolio of $8 billion plus in mortgage loans (primarily bank owned, or serviced for GSE's and state agencies).
- Create and execute key strategies and supporting tactics necessary to meet or exceed enterprise and business line goals.
- Explore, vet, and leverage (where possible) existing and emerging technology to drive efficiency and the customer experience while mitigating risk.
- Create and foster an engaged, customer centric, culture through associate development and opportunity.
- Develop and implement key metrics, processes, procedures, and reporting necessary to monitor, and drive operational excellence.
- Ensure that the department is fully trained and compliant with Federal and State regulations as well as the requirements of the GSE's.
- Serve as point person for all internal and external regulatory and investor audits.
- Responsible for maintaining applicable vendor contracts and relationships.
- Responsible for identifying, monitoring, and minimizing department risk in conjunction with Risk Management department.
- Oversee data conversion and data mapping resulting from M A activities.
- Assist in contract negotiations for bulk servicing acquisitions.
Other Responsibilities:
- Perform other duties as deemed necessary by supervisor.
- Comply with all regulations pertaining to BSA, USA Patriot Act and the OFAC; 2) Complete annual BSA training; 3) Report suspicions of criminal activity or any attempt to avoid BSA reporting requirements on the part of the customers or employees, to the AML/BSA Compliance Department. 4) Ensure that BSA training requirements are completed by staff.
RequirementsRequired Skills:
- Strong change management and leadership skills.
- Extensive knowledge of mortgage servicing, GSE guidelines and federal regulations as it pertains to mortgage servicing.
- Experienced with driving and managing servicing system conversions and implementations.
- Proficient with IBS, and Black Knight MSP, servicing systems.
- Strong written and oral communication skills.
- Ability to exercise independent judgment skills to make decisions and solve problems.
- Ability to organize and prioritize multiple work assignments and distribute (work) among multiple direct reports.
- Microsoft Word and Excel PC skills at an intermediate level.
- Ability to work in a high-pressure, fast paced, environment.
Required Experience:
- Bachelors degree in related field or a minimum of 7 years related field and managerial experience.
- Bi-lingual (fluent in Spanish) would be a plus or preferred.