Manager, Mortgage Account Servicing

Overview

To plan, direct and manage the multi-function operations of the Mortgage Account Servicing branch in support of, mortgage loans, home equity lines of credit, and business loans. Partner with internal business units to harmonize operations to ensure excellent member service and maximize operational efficiency. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans. Act as AVP/VP in the incumbent's absence.

Responsibilities

• Develop branch strategy, establish priorities and set goals; evaluate and implement standards to ensure alignment with department/organizational objectives
• Manage and direct operations to ensure targets, service level agreements and corporate objectives are met
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production standards to ensure business and standards of member service are met
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Conduct benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, reduce losses, minimize financial risk, and maintain high operational efficiency
• Provide guidance and direction to supervisors regarding strategic projects, complex member related matters and operational issues; authorize appropriate solutions to resolve issues
• Oversee quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and NFCU policies and procedures
• Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules and regulations (e.g., RESPA, CFPB, etc.), and NFCU policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Ensure best practices are used to determine best options for members experiencing financial difficulties due to account situations
• Serve as liaison to internal/external auditors, and contracted third parties; review and implement recommended/approved procedural changes
• Develop strategies and initiatives to provide superior member service and position NFCU as the financial institution of choice
• Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
• Collaborate with internal business units to implement processes, new applications and system enhancements
• Oversee the completion, evaluation, and submission of reports to senior management
• Direct the development of key projects/initiatives in consultation with business partners, assign responsibilities/tasks based on priority, staff availability, and resources
• Create projects and assign responsibilities/tasks based on priority, staff availability, and resources
• Provide overall leadership to large strategic projects and/or programs; ensure effective management of projects from inception through implementation
• Serve as change management lead for branch; apply change management principles and knowledge to conduct organizational assessments, develop strategies, change roadmaps and plans
• Oversee training and development programs for staff; evaluate training programs to ascertain effectiveness
• Serve on committees and attend meetings
• Perform other duties as assigned

Qualifications

• Advanced knowledge of applicable federal and state laws, rules and regulations
• Advanced knowledge of financial industry trends, lending practices, products and services, technology, and regulations
• Extensive experience in supervising and leading employees
• Extensive progressively responsible experience leading and managing a multi-function mortgage/equity loan account servicing operation, preferably in a large financial institution
• Extensive experience managing multiple priorities independently and/or in a team environment to achieve goals
• Significant experience in working with mortgage servicing platforms
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• If selected, will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks
• Expert skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
• Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Expert skill presenting findings, conclusions, alternatives and information clearly and concisely
• Expert skill interacting with staff, management, vendors and members diplomatically and tactfully
• Expert skill interpreting and applying applicable federal and state laws, rules and regulations
• Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Expert skill identifying and analyzing business requirements and recommending solutions
• Expert skill maintaining composure in a high production and changing environment
• Expert skill exercising initiative and using good judgment to make sound decisions
• Expert skill in producing desired results and achieving goals and objectives
• Expert research, analytical, and problem solving skills
• Expert organizational, planning and time management skills
• Expert verbal and written communication skills
• Advanced database, word processing, spreadsheet, and presentation software skills
• Bachelor's degree in Finance, Business Administration, or related field, or an equivalent combination of education, training, and experience

Desired Qualification(s)

• Master's degree in Finance, Business Administration
• Extensive experience leading large projects/initiatives which have business risk and impact
• Advanced knowledge of NFCU policies, procedures, products, and services

Hours: Monday - Friday , 8:00AM - 4:30PM

Locations: 820 Follin Lane, Vienna, VA 22180 | 141 Security Drive, Winchester, VA 22602 | 5510 Heritage Oaks Drive, Pensacola, FL 32526

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