Mortgage & Commercial Loan Servicing Manager in Houston, Texas at Members Choice Credit Union

General Job Description

The Loan Servicing Manager will oversee and perform the day-to-day functions of the loan servicing department. Identifies and recommends revisions of internal standards, policies, operating procedures, and new programs to improve efficiency and quality. Perform a variety of tasks to include, but not limited to; creation of guidelines, research of loan system problems and errors, resolves customer questions and service beyond staff experience, daily and monthly reporting, escrow disbursements, and accounting reconciliation. Trains assigned personnel on new applications, rules, regulations, and procedures. The primary objective of this role is to ensure compliance with all state and federal regulations as well as follow MCCU policies for all core lending activities of the credit union including Mortgage, Direct Consumer and Commercial Loan products.

Duties & Responsibilities

• Making decisions regarding loan documentation, exceptions, booking, and waivers based on risk.
• Supervising and leading cross functional loan servicing team members.
• Provide operational solutions to Accounting assist with loan reconciliation, problem resolution and provide support for business challenges and serve as operational subject matter expert.
• Developing procedures and manuals for Loan Operations team members and ensure cross training.
• Assisting with completing or verification of the loan portion of the Call Report on a quarterly basis.
• Assist with implementation of Credit Union Strategies as requested including improvements to lending efficiencies, processes, and programs.
• Establish and maintain quality assurance programs for lending booking and servicing.
• Field escalated member service calls and provide maintenance and problem resolution.
• Maintain and update loan servicing policy and procedures to comply with state and federal regulations.
• Review reports to ensure quality and accuracy for the loans serviced by the Credit Union including Mortgages, Consumer Loans and Commercial Loans.
• Produce daily reports and monthly reports for accounting, auditors, and regulators.
• Maintain quality within the department by following operational policies and procedures, reporting needed changes, and compliance with Federal regulations.
• Apply principals of continuous process improvements and workflows.
• Other duties as assigned and maintain flexibility with respect to duties and scheduling.

Essential Job Requirements

• College graduate or high school graduate with 3-5 years' experience in Loan Operations or Servicing
• One to three years of supervisory experience
• In-depth knowledge of banking operations, products/services and regulations related to lending and operations functions.
• Provides friendly, prompt, professional and accurate service and support to all members and associates.
• Communicate effectively internally and externally, both verbally and in writing.

Skills/Abilities

• Proficient computer skills including word processing, spreadsheet applications (Excel), and loan software.
• Advanced analytical and problem-solving skills.
• Bilingual in Spanish is a plus.
• Strong written, oral and interpersonal skills with ability to resolve customer complaints and supervise others.
• Strong organizational skills with an ability for detailed research and planning
• Ability to work some evening and weekends when necessary.
• Ability to manage multiple tasks in a fast-paced environment

Physical/Mental Requirements of the Position

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of the job, the employee is regularly required to stand, sit, use hands, reach with hands and arms, and talk or hear.
• Ability to move and/or lift 10 pounds.
• The vision requirements include close vision and ability to adjust focus.
• The mental demands include detailed work, reasoning, math, language, written and verbal communications, multiple concurrent tasks.