Servicing Manager

Job Description

Job Description

Overview

Corporate Job Title: Vice President

Functional Job Title: Servicing Manager

Division: Operations

Department: Loan Operations Servicing

Location: Orlando

Reporting Line: Vice President, Head of Operations

Core Functional Summary

The Loan Servicing Manager is responsible for the day-to-day operational aspects of various servicing functions. This position entails maintenance of all portfolio loans including Commercial, Residential and Consumer loans throughout the loan life cycle, including system booking, escrow administration, loan maintenances, rate changes, lien release, and Satisfactions.

Essential Duties & Responsibilities

Responsibilities include the following: other duties may be assigned:

Core Duties

• Directs loan input (system onboarding) and quality control verification procedures for all loans.
• Manages core system loan maintenances and quality control verification process.
• Approve escrow disbursement including the insurance payment for Hazard, Flood and Wind. Ensure proper insurance tracking procedures are maintained for the renewal of insurance policies securing the respective property.
• Reviews and approves rate change notices, ensuring the accuracy of the data in the system. This review includes but is not limited to, the review of note variable plan, bank rate, ceiling and floor for each loan as required.
• Approve and review the pay-off loans including car loan title releases and satisfaction of mortgages.
• Attend loan operations meetings and support/work on projects related to operational activities.
• Ability to adjust to procedural changes in a dynamic servicing environment.
• Maintain detailed reports of mortgage lending activities and loan portfolio performance.
• Assists in the design and implementation of strategies and improve efficiency and performance of existing processes and reports.

Leadership

• Supervise the Loan Servicing Unit in regards to the work completed by direct reports.
• Provide leadership, development and coaching of employees.
• Responsible for ensuring timely, complete and accurate processing of transactions including performing all relevant controls within loan servicing department.
• Responsible for the preparation of various loan reports, and for meeting Key Performance Indicators (“KPI”) established for the department.
• Develop and maintain adequate training materials for employees requiring additional coaching.

Customer Experience

• Responding to customer inquiries and update and or write procedures as needed.
• Ensure customer error resolution research and processes are followed.

Regulatory

• Act as liaison to the internal auditor and compliance officer for audit and compliance.
• Ensures the escalation of operational, regulatory and other risks of line manager and functional leads as appropriate; contributes to the development and implementation of mitigation or control solutions.

Requirements and Qualifications

• Bachelors (B.A.) degree in Finance, Business Administration and or equivalent combination of education and experience.
• Minimum of five years directly related loan servicing experience and prior management experience.
• Must be bilingual in both English and Spanish. Ability to fluently speak, understand, read and write both languages
• Advanced Microsoft Office Skills.
• Accounting software.

Competencies

• Partnership-Oriented

Ability to build and maintain collaborative relationships, fostering trust and mutual respect to achieve shared goals. Effective communication & Adaptability. Enhance Service Delivery. Conflict Resolution. Giving & Receiving feedback. Valuing Diversity.

• Business Acumen/Sophistication

Ability to understand and apply business principles, concepts, KPIs, and strategies to make informed decisions to contribute to organizational success. Strategic & Critical Thinking. Solutions-Driven. Decision Making.

• Customer-Centric

Have a business-driven mindset, prioritizing customer’s needs. Problem-Solving. Growth Mindset. Aligning individual and department goals with bank’s business objectives. Omnichannel communication while maintaining personalized service. Client excellence.

• Innovative

Thinking outside the box and developing new ideas to improve ways of working. Ability to work with emerging technologies. Digital Transformational Mindset. Resource allocation. Technical Skills. Change Management. Continuous Learning. Transformational creativity. Agility & Flexibility. Automation & Process Optimization

• Regulatory & Risk Management

Adapting to changing regulations with sound risk management. Analytical. Integrity & Rule Compliance. Regulatory Governance. Financial Crime Prevention. Operational Risk Avoidance. Risk-Aware Mindset. Cybersecurity. Corporate Social Responsibility.

• Hands-On

Being proactive to rapidly deliver high-quality results. Acquiring skills & knowledge through practical and active engagement. Real-world application. Lifelong Learner. Being curious and eager to develop skillset. SMART Goal Setting, Time Management. Proficiency. Training & Upskilling.

• Accountability

Ability to take responsibility and ownership. Fostering Trust. High Performance. Follow Through. Set Clear Expectations. Provide Resources & Coaching. Measuring work output. Process-Driven. Results-Oriented. Consistency. Lead by Example. Self-Management.

• Sustainable Performance

Communicate effectively. Integrated Business Excellence. Drive sustainable growth. Value Creation & Long-Term Thinking. Stakeholder Inclusion. Corporate Purpose & Values Alignment. Impact Assessment. Operational Resilience & Crisis Management. Operational Excellence. Adaptability.