Special Loans Supervisor

The Special Loans Supervisor is expected to demonstrate operational and technical excellence to help support the staff and company in delivering exceptional service while meeting goals and quality expectations. The expected servicing technical knowledge includes, but is not limited to: ARM loans, Assumptions, Buydowns, Construction, HELOC, Low Balance and Maturing Loans, Partial Release, Pre Payment Penalties, Recast, Release of Liability, SCRA, SII. The supervisor is responsible for oversight and management of timely and accurate loan servicing and administration assigned functions for Special Loans. This supervisor will have oversight of general system maintenance and quality analysis of Special Loans as it relates to mortgage servicing transactions. The supervisor is expected to work closely with the direct team and multiple levels of leadership to fulfill various requests and attend meetings with sub-servicing clients as need. The supervisor will develop and implement corrective action plans for resolution of problematic issues and provide general guidance on avoiding future occurrences. This supervisor be responsible for detailed delivery of various exams, internal audits, external audits, vendor reviews and client requests in a timely manner and with meticulous attention. The supervisor is responsible for drafting and remediating Special Loans action plans, along with driving the forward progression of the Special Loans team by ensuring staff and department metrics/KPIs are met. The ideal candidate must be self-directed, motivated and comfortable in an extremely fast paced, changing environment with an ability to deliver quality work by designated deadlines or before. All employees of Servbank are expected to provide quality customer service and maintain high ethical standards when serving our clients.

About Servbank:

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service. We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals. Come create excellence with Servbank.

Duties and Responsibilities

· Manage and lead the Special Loans Team in various locations including remote and offshore teams.

· Oversight of maintenance on the various systems and applications for Special Loans

· Solve a variety of problems and deal with complex scenarios by using sensible resolutions and practical applications

· Manage day to day activities of the Special Loans department including, but not limited to all aspects of Special Loans: Assumptions, Partial Release, SCRA, ARM, Recast, Non-Amortization Accounts, Balloon, Modification System Maintenance, Non-Obligors, IRS B-Notices and appropriate withholding, new and special products onboarded with new clients.

· Technical and industry knowledge and expertise for Special Loans to support staff and drive appropriate business decisions.

· Management and oversight of multiple line of business requests including but not limited to investor reporting, boarding, accounting, escrow, default, customer care, collections, legal, risk, audit and compliance.

· Oversight of timely research of Special Loans inquires received from various lines of business, complaints, customer service, collections, clients and vendors.

· Perform audit review of system generated reports as well as special projects relating to data integrity.

· Participate and deliver required action plan, responses and deliverables relating to Special Loans.

· Review and complete monthly Special Loans scorecards for staff, department metrics and KPIs

· Implement needed changes to ensure processes meet Investor requirements.

· Liaise between all third-party vendors and monitor quality control reviews of each vendor (performed by direct reports).

· Develop and maintain individual performance standards and expectations for all servicing staff in Special Loans.

· Mentor and coach all direct-reports and provide performance feedback regularly.

· Actively/consistently promote team building as well as individual interactivity.

· Provide a professional, yet approachable, environment.

· Seek and create loan servicing enhancements through automation and process improvements

· Consistently monitor current processes for areas of improvement/risk and report necessary updates to leadership team

· Ensure direct-reports maintain and update all departmental policies and procedures along with implementation of appropriate controls including checklists and job aides.

· Oversee all production and assure investor, GSE, and CFPB guidelines are continually met.

· Conduct, at a minimum, bi-weekly one on ones with each employee to review performance.

· Coach and train employees to constantly improve their skillsets and abilities and help them grow in their career.

· Hold frequent team meeting with all direct reports and meetings with superiors to report progress or concerns of departments.

· Support client, customer and internal departments in a timely manner.

· Demonstrate excellent customer service skills to maintain customer confidence and protects the operations by following Privacy Policy as well as keeping information confidential.

· Review completion of multiple daily exception reports, control reports and unapplied reports to determine required action needed to resolve.

· Implement and oversee various ad-hoc report and system of record reports for daily workflow.

· Monitor daily queues in multiple applications regulated timelines to ensure adherence to compliance guidelines.

· Ensure cross training is completed for support with resource capacity as needed.

· Partake in assignments for new initiatives and projects to enhance Special Loans processes.

· Assist in developing job aides and procedural updates as needed.

· Perform additional responsibilities as needed.

· 3 years of management experience

· 3 years of proven mortgage, banking or finance servicing experience.

· Proven expertise in managing Mortgage Servicing Special Loans

· MSP platform environment experience preferred

· Excellent math aptitude, attention to detail and excellent accuracy

· Proficient in MS Office Suite, including excel

· Ability to effectively communicate verbally and in writing

· Excellent listening and organizational skills

· Provide superior customer service and work well with all internal and external customers

· Client-centered focus and sub-servicing focus

· Capable of adapting to changing situations as well as the ability to show strong initiative and use good judgement to make sound decisions.

· Ability to work in a fast-paced and fast-growing environment

· Ability to multi-task and mange time effectively to meet deadlines and manage multiple priorities.

· Ability to problem solve and research issues when needed in an organized and detail orientated manner.

· Flexibility with scheduling on a day-to-day basis, including extended hours and/or Weekends

Education

· Bachelor’s degree or equivalent experience.

EEO Statement:

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.