OverviewThis position is responsible for the management and oversight of all residential mortgage loan servicing activities other than default related activities. Directs client service, escrow, payment processing, investor relations, and technology vendor functions. Manages loans serviced in-house and by contract servicers to uphold a high standard of service across associate activities. Drives strategic initiatives and establishes sound policies towards the achievement of business goals and objectives. Partners with executive leadership, sales managers, and other Bank partners to ensure effective service delivery for internal and external clients.
Responsibilities- Mortgage Servicing - Directs mortgage loan servicing activities to ensure productivity, performance, and quality goals are met. Monitors adherence to all applicable policies, regulations, and investor requirements to ensure sound servicing practices and satisfactory audit exams. Collaborates with internal auditors, external examiners, and government regulators on compliance and quality control efforts. Oversees contractors involved in mortgage loan servicing and resolves escalated issues.
- Managerial Functions - Coaches, develops, and delegates assignments to front line managers and supervisors. Establishes and monitors expectations to achieve company and division goals. Makes appropriate changes to division policies, procedures, and efficiencies in order to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing professional development and talent learning opportunities.
- Reporting - Ensures reporting required by the Bank, investors, regulators, or other key stakeholders is accurate and produced in a timely manner. Oversees reporting functions to identify and mitigate compliance, capacity, and operational risks.
- Business Strategy - Develops mortgage servicing strategies and process improvements to drive short- and long-term business goals. Ensures staffing and projection plans account for rapid growth as a result of increased production and bank acquisitions. Assists executive leadership in aligning division tactics with larger organizational objectives.
QualificationsBachelor's Degree and 8 years of experience in Mortgage servicing to include loan servicing, escrow, investor accounting OR High School Diploma or GED and 12 years of experience in Mortgage servicing to include loan servicing, escrow, investor accounting
Skill(s): Proven record of success with performance and service level metrics
Preferred: Experience leading and coaching loan servicing teams
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.
