Mortgage Service Manager

IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects its dedication to the growth and success of its employees, customers and communities.   IBC bank hires talented, creative and dedicated individuals to help our business succeed.  We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence.   We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience. 

Time Type:

Full time

This is an in-office position.

Department:

211 Mortgage Servicing

Job Summary:

The IBC Mortgage Servicing Manager assigns, monitors, and assesses the performance of the Servicing staff to ensure compliance and efficiency. High-pressure, fast-paced environment with significant telephone and personal disruption. This position drives team performance while ensuring compliance with company policies and applicable state & federal laws The Mortgage Servicing Manager should have a “We Do More” attitude, strong work ethic, sense of urgency, and customer service orientation.

Job Description:

ESSENTIAL JOB FUNCTIONS

The statements on this job description are intended to describe the general nature of level of work being performed by incumbents.  They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.

• Demonstrates independent judgment and functions with minimal direction, discretion, and confidentiality

• Directs and coordinates activities of Servicing staff

• Improves customer satisfaction and call quality by monitoring queue calls and providing feedback

• Participates in the interviewing of staff and makes hiring recommendations.

• Meets regularly with direct reports to establish individual and team performance goals, to review, coach and monitor performance against goals, discuss operational issues, facilitate collaboration, and review staff training and development requirements

• Monitors and tracks Monthly tax report for escrow payout

• Refers Delinquent tax suits to Attorney for handling and monitor process timeline

• Completes Monthly MERS Reconciliation

• Monitors Monthly Paid in Full Report to ensure Lien Release and Flood cancellation

• Designs, maintains, and implements policies and procedures for the Mortgage Servicing department

• Reviews weekly and Monthly Self Audit to ensure compliance with internal policies and procedures

• Ensures yearly IRS tax reporting is completed

• Ensures yearly Privacy Notices are sent

• Provides excellent internal and external customer service by being responsive and timely

• Provides oversight over sub-servicer and other vendors to ensure compliance

• Ensures annual MERS and FNMA recertification processes are completed timely

• Prepares regulatory and Investor reporting

• Assists with servicing file transfers

• Serves as a subject matter expert in cross-functional projects

• Proficient working knowledge of Microsoft products including Word, Excel, PowerPoint, and Outlook preferred

• Trains new Mortgage Servicing Specialists

SKILLS

• Customer Service experience  

• Attention to detail

• Ability to take on projects with a problem-solving attitude

• Expert knowledge of Mortgage Compliance, Regulation and Guidelines

• Excellent communication skills

• Strong attention to detail and accuracy

• Must motivate, develop, and direct people as they work, identifying the best people for the job.

• Must be able to instruct/teach others how to do something by selecting and using training/instructional methods and procedures appropriate for the situation.

• Must be able to bring others together to reconcile differences.

• Position requires maintaining records, preparing various forms, verifying information, and resolving common problems.

• Employee must perform other work as required or requested.

EDUCATION

• High School Diploma

• Bachelor’s Degree Preferred

• 3+ years in previous Leadership role preferred

• 5+ years’ experience in loan servicing or equivalent mortgage experience required

• Spanish Language Preferred