Role: The Mortgage Servicing Manager leads daily residential mortgage servicing operations, ensuring accurate borrower transactions, responsive service, regulatory compliance, and adherence to investor and company requirements. The role manages staff, resolves escalated issues, and improves processes across escrow, loan maintenance, payoffs, and investor reporting.
Major Duties and Responsibilities
- Lead daily servicing operations and assign work to meet accuracy, timeliness, productivity, and service goals.
- Maintain a high-level of member service by ensuring questions are answered and requests are processed in a timely manner.
- Oversee escrow administration, tax and insurance disbursements, loan maintenance, payoffs, releases, and lien satisfaction.
- Manage rate locks and coordinate accurate, timely loan delivery to investors in accordance with pricing, commitment, and delivery requirements.
- Ensure compliance with applicable laws, regulations, investor requirements, and company policies.
- Maintain procedures and training and implement regulatory, investor, product, and system changes.
- Resolve escalated borrower inquiries, disputes, complaints, and servicing exceptions.
- Manage investor reporting, remitting, reconciliations, custodial accounts, and related exceptions.
- Supervise employees in the Mortgage Servicing Department in accordance with the organization’s policies and applicable laws and regulations
- Recruit, coach, and develop staff while maintaining appropriate staffing and cross-training.
- Partner with internal teams and lead process and system improvements that strengthen efficiency and the borrower experience.
Other Duties
- Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
- Exhibit Blaze’s Core Values: Better Lives, Thoughtfully Compassionate, Minnesota’s Best, and Give Back Regular and predictable attendance
- Perform other duties as assigned to support effective department operation.
- Regular and predictable attendance.
