Servicing and Operations Manager

Job Description:

We are seeking a Servicing and Operations Manager to join our Durham, NC. team

WHAT You'll Do:

• Manage the full servicing of loans, both consumer and mortgage, within the portfolio from acquisition through liquidation including:
• Maintain deep understanding of GSE policies, requirements, and guidelines as well as ensuring that government-sponsored enterprises (GSEs) sub-servicers meet GSE Guide requirements.
• Monitor whole loan sub-servicers and ensure they are compliant with Self-Help requirements.
• Respond to requests from third parties, including GSEs, vendors, and sub-servicers, and work with them to resolve loan or portfolio issues.
• Continuous assessment of loan portfolio performance and risk, loss mitigation activities, and default management activities, and provide recommendations for strategic improvements to help mitigate risk and improve portfolio performance.
• Work with staff and Systems and Reporting work group to ensure accurate and timely reporting across all servicing activities.
• Manage servicer reviews for prospective purchases including evaluating policies and procedures, system controls, and transactional reports.
• Manage the Team’s loss mitigation activities including the development and implementation of strategies, policies, and processes designed to increase borrower success and mitigate potential losses.
• Manage the Team’s default servicing operations, including the development and implementation of policies and procedures to mitigate financial losses due to repossession, consumer loan charge-off, foreclosure, deed-in-lieu, short sales, and property disposition.
• Monitor loan-level milestones to ensure timely progression and to minimize losses.
• Continually monitor industry standards to ensure compliance and best practices.

OPERATIONS

• Oversee the Team’s Quality Control program, including
• Manage quality control review, analysis and identification of loans with repurchase or credit risk potential.
• Maintain cooperative relationships with QC third-party partners, including GSEs, lenders, and vendors.
• Manage due diligence of underwriting quality, data validation and collateral assessment.  Ensure that QC requirements are clear and achieved.
• Analyze lending product terms for origination risk and operational feasibility for front-end infrastructure and operations.
• Oversee the document management responsibilities for the assets acquired by the Secondary Market Team, including
• Manage the document custody program including multiple third-party custodians.
• Ensure audits of document custodians are completed accurately and on time.
• Ensure all collateral files contain required documents including: an executed Note, recorded Mortgage or Deed of Trust, & Final Title Policy.
• Ensure monitoring that all documents are accurately endorsed and assigned.
• Monitor industry and GSE requirements to ensure compliance with document management standards.

COMPLIANCE

• Manage annual audits of sub-servicers, both internal and external, to mitigate regulatory risk and ensure compliance with GSEs and Self-Help policies and servicing standards.  Create and monitor remediation plans for any noted defects. 
• Manage vendor review process, including working with Process Unity and Self-Help’s Vendor Management Team to onboard new servicers/vendors and to review existing servicers/vendors on a regular and recurring basis, as needed.
• Ensure compliance with GSE guidelines and applicable laws for servicing loans, loss mitigation, and charge-off.
• Ensure all Secondary Market purchase and quality control activities remain in compliance with regulatory and organizational requirements; oversee maintenance of QC Policies and Procedures as well as underwriting guidelines.

STAFF MANAGEMENT

• Oversee the management and development of direct reports including providing Secondary Market guidance, providing on-going feedback and coaching, and stewarding the development process.
• Work with direct reports to set individual performance and development goals, tracking progress against goals, and provide mid-year and annual progress reviews.

WHAT YOU'LL NEED

• Bachelor’s degree OR equivalent related experience.
• 7 years of experience in compliance, finance, loan operations, loan servicing and/or loss mitigation.  
• Excellent leadership skills with a proven ability to lead, motivate, and supervise employees, as well as operate as a working manager with a hands-on approach.
• Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
• Deep knowledge of the mortgage industry, lending principles, and products.
• Ability to build and maintain productive relationships throughout the organization and with servicing and vendor partners across multiple locations throughout the US. 
• Ability to collaborate with management to create a Secondary Market leadership vision as well as strategize methods to implement.
• Preference for working in organizations that place priority on teamwork and collaboration.
• Keen attention to detail and excellent problem-solving skills.
• Ability to hire, develop, and supervise staff.
• Ability and willingness to learn new asset classes, servicing strategies, and engage with the portfolio on a loan-level basis, as needed.
• Strong written and verbal communication skills and ability to present information in an effective manner.
• Proficient in Microsoft products, including Outlook, Word, PowerPoint, Office365; advanced Excel skills and aptitude to quickly learn other data systems.
• Familiarity with loan servicing systems.
• Ability and willingness to work overtime as needed.
• Ability to demonstrate Self-Help's Core Values:

o Mission Before Self

o Service With Excellence

o Embracing & Promoting Change

o Results Not Credit

o Diversity as a Strength

o Financial Sustainability for Mission Impact