Mortgage Servicing Supervisor

VyStar Credit Union•Jacksonville, FL

About The Position

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week. We encourage you to become a part of VyStar Credit Union's family of employees. Mortgage Servicing Supervisor ACCOUNTABILITY STATEMENT Supervises the daily operations of the mortgage loan servicing staff tasked with the various processes associated with servicing first mortgages, equity loans, and mobile home loans to ensure loans are serviced in accordance with VyStar policies/procedures, secondary market requirements, private mortgage insurance company requirements, and state/federal regulations. Must demonstrate proficiency in federal and state regulations pertinent to all aspects of mortgage loan servicing activities. Staffs, trains, supervises evaluates and develops employees. ESSENTIAL JOB FUNCTIONS Supervises general mortgage servicing and mortgage document retention staff related functions consistent with VyStar Credit Union policies and procedures, secondary market guidelines, and state/federal regulations Monitors daily work assignments and timeliness of completion of same to ensure all production deadlines are adhered to. Schedules and assigns work to improve productivity as needed. Makes mortgage loan servicing decisions as authorized by policy and in conjunction with secondary market, private mortgage insurance and federal/state regulations. Ensures staff receives pertinent training to complete all job-related skills and soft skills to support employee growth and development. Completes and administers monthly benchmark review and on-on-one’s timely for employee mentoring and coaching opportunities. Completes and administers annual evaluations for general mortgage servicing staff within credit union timelines. Handles escalated member calls related to mortgage servicing activities. Monitors inbound and outbound mortgage servicing calls for quality assurance. Reviews mortgage servicers queue productivity, follow-up exceptions, daily performance activity, employee attendance and punctuality. Monitors all servicing related reporting from the credit union core servicing system and customized reports to ensure they are worked in a complete, timely and accurate manner. Ensures reports are worked within mortgage management defined timelines and that any issues noted are addressed and resolved promptly. Works with servicing staff to ensure desktop and published credit union procedures reflect current practices and are periodically reviewed to guide employees on performing their daily tasks in a productive and efficient manner. Promotes technological enhancements that will allow the servicing related tasks and responsibilities to be completed in an accurate, timely and efficient manner. Promotes a positive and cohesive environment across all units operating within the Mortgage Servicing Department and throughout the credit union. Cross-sells other credit union services. Consistently adheres to VyStar core values and Code of Ethics and acts in accordance with those values. Performs the activities and projects as assigned and requested by the Mortgage Servicing Manager, and/or Vice President Mortgage Servicing. Assumes duties of Mortgage Loss Mitigation Supervisor and/or Mortgage Servicing Manager in the event of absence within the scope of authority assigned. Identify and make recommendations to Mortgage Servicing Manager and/or Vice President Mortgage Servicing regarding process improvements, quality service and increased efficiencies Performs other duties as assigned All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance. Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors and to provide support and feedback to employees assigned to the servicing unit to consistently practice and demonstrate VyStar Excellence behaviors in performing the duties and responsibilities of their position. Expected VyStar behaviors are defined as: Focus Focus your full attention by carefully listening to and observing your client or member. Connect Consistently be friendly and approachable demonstrate you care. Understand Listen empathetically and ask questions (70%/30%) Counsel Recommend solutions based on your client’s or member’s needs and objectives. Advance Ensure that member’s expectations are exceeded. Verify follow-up action.

Requirements

Incumbent must have a minimum of six years experience in a financial or lending institution with direct member contact in mortgage servicing for conventional, equity, and mobile home loans.
The minimum formal education required is completion of high school.
A minimum of two years experience in a leadership or supervisory position is required or attained level of Mortgage Servicer III.
Must be knowledgeable of the state/federal regulations governing mortgage servicing.
The incumbent must be well versed in secondary market servicing guidelines specific to the servicing of mortgage loans
Incumbent must have a minimum of six years experience in a financial or lending institution with direct member contact in mortgage servicing for conventional, equity, and mobile home loans.
Incumbent must be well versed in servicing requirements for secondary market guidelines, private mortgage insurance company requirements, state/federal regulations and credit union policies/procedures related to mortgage loan servicing activities.
Knowledge of federal and state regulations related to mortgage loan servicing such as Fair Credit Reporting Act, Escrow Regulations, Truth in Lending Act, Real Estate Settlement Procedures Act and Flood Regulations.
Applicant must have positive, well-developed communication skills, both written and oral, be detail oriented, have good organizational and active listening skills, the ability to work in a fast-paced environment and proven ability to work with others.
Proven ability to work under stress and in a heavy workload environment.
Must have professional conduct and appearance and be self-motivated.
Must work under the philosophy of “people helping people” and be able to communicate with members and legal council at all levels.
Incumbent must demonstrate the qualities of a self-starter and one who follows through on all job duties.
Must understand basic functions of a PC and be proficient in the use of a financial calculator and copier.
Demonstrated ability and working knowledge of all Microsoft Office applications is required

Nice To Haves

Undergraduate and/or graduate degrees in management, business, finance or accounting are preferred but not required for this position.
Specialized classes in mortgage servicing, accounting, economics or related fields are preferred.
Continuing education via local conferences and workshops is required for updates on federal regulations and secondary market requirements.
Familiarity with the operation of building equipment and machines operated by the department employees is considered beneficial in problem solving.

Responsibilities

Supervises general mortgage servicing and mortgage document retention staff related functions consistent with VyStar Credit Union policies and procedures, secondary market guidelines, and state/federal regulations
Monitors daily work assignments and timeliness of completion of same to ensure all production deadlines are adhered to.
Schedules and assigns work to improve productivity as needed.
Makes mortgage loan servicing decisions as authorized by policy and in conjunction with secondary market, private mortgage insurance and federal/state regulations.
Ensures staff receives pertinent training to complete all job-related skills and soft skills to support employee growth and development.
Completes and administers monthly benchmark review and on-on-one’s timely for employee mentoring and coaching opportunities.
Completes and administers annual evaluations for general mortgage servicing staff within credit union timelines.
Handles escalated member calls related to mortgage servicing activities.
Monitors inbound and outbound mortgage servicing calls for quality assurance.
Reviews mortgage servicers queue productivity, follow-up exceptions, daily performance activity, employee attendance and punctuality.
Monitors all servicing related reporting from the credit union core servicing system and customized reports to ensure they are worked in a complete, timely and accurate manner.
Ensures reports are worked within mortgage management defined timelines and that any issues noted are addressed and resolved promptly.
Works with servicing staff to ensure desktop and published credit union procedures reflect current practices and are periodically reviewed to guide employees on performing their daily tasks in a productive and efficient manner.
Promotes technological enhancements that will allow the servicing related tasks and responsibilities to be completed in an accurate, timely and efficient manner.
Promotes a positive and cohesive environment across all units operating within the Mortgage Servicing Department and throughout the credit union.
Cross-sells other credit union services.
Consistently adheres to VyStar core values and Code of Ethics and acts in accordance with those values.
Performs the activities and projects as assigned and requested by the Mortgage Servicing Manager, and/or Vice President Mortgage Servicing.
Assumes duties of Mortgage Loss Mitigation Supervisor and/or Mortgage Servicing Manager in the event of absence within the scope of authority assigned.
Identify and make recommendations to Mortgage Servicing Manager and/or Vice President Mortgage Servicing regarding process improvements, quality service and increased efficiencies
Performs other duties as assigned
All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work.
To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates.
The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.
Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors and to provide support and feedback to employees assigned to the servicing unit to consistently practice and demonstrate VyStar Excellence behaviors in performing the duties and responsibilities of their position.
Expected VyStar behaviors are defined as: Focus Focus your full attention by carefully listening to and observing your client or member. Connect Consistently be friendly and approachable demonstrate you care. Understand Listen empathetically and ask questions (70%/30%) Counsel Recommend solutions based on your client’s or member’s needs and objectives. Advance Ensure that member’s expectations are exceeded. Verify follow-up action.