Mortgage Services Supervisor

Job Description

Job Description

Description:

POSITION SUMMARY:

The Mortgage Services Supervisor is responsible for directing, leading, and managing the credit union's mortgage servicing operations on a daily basis. This position oversees all aspects of mortgage loan servicing, including payment processing, escrow administration, investor reporting, loss mitigation, mortgage servicing transfers, payoff processing, member support, and regulatory compliance.

DUTIES AND RESPONSIBILITIES:

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Directly supervises mortgage servicing department staff. Responsible for hiring, coaching, performance management, employee development, and succession planning. Creates a positive work environment that encourages professional growth and employee engagement.
• Maintain servicing practices consistent with agency and investor requirements, including Fannie Mae, Freddie Mac, FHA, VA, USDA, and private investors, as applicable. Oversee the mortgage loan disclosure process and ensure timely delivery per the TILA/RESPA Integrated Disclosure regulation.
• Manage all rate lock activities, including locking and tracking rates, calculating pricing adjustments and buydowns, extensions/re-locks and program changes, locks for loan modifications, monitoring expirations, and Loan Officer communication.
• Coordinate and manage the annual escrow analysis process, including ordering and reviewing analyses, preparing and distributing escrow statements and refund checks, coordinating system processing with IT, handling bankruptcy accounts, ensuring timely mailing, and overseeing required supplies and departmental support throughout the project.
• Provide exceptional member servicing support by delivering timely, accurate, and professional assistance, resolving escalated concerns in compliance with regulatory requirements, and identifying opportunities to enhance the overall member experience.
• Prepare, monitor, and distribute a variety of mortgage servicing and compliance reports, including production, unapplied funds, insurance, loan status, maturing loans, flood certifications, escrow exceptions, and denied/withdrawn loan activity, while ensuring data accuracy, regulatory compliance, timely stakeholder notification, and support for incentive, portfolio, and loan servicing processes.
• Manage loan modifications, committee-approved loans, construction and bridge loan extensions, and skip-payment requests by coordinating approvals, ordering appraisals and title work, calculating loan terms and closing costs, preparing and funding loan documentation, updating loan records in DNA, and ensuring accurate payoff and fee processing.
• Reconcile and balance mortgage-related general ledger accounts on a monthly and weekly basis, ensuring accuracy of mortgage accounting records and timely submission of balanced GL reports to the Accounting Department.
• Ensure compliance with all applicable regulations including CFPB mortgage servicing rules, RESPA, TILA, FCRA, FDCPA, HMDA, Flood regulations, and other federal and state requirements. Coordinate internal and external audits, regulatory examinations, and servicing reviews.
• Responsible for reviewing and approving the annual 1098 report prior to the distribution of the 1098 tax forms to the membership.
• Check names against designated lists in compliance with BSA/AML/OFAC policy and procedures
• Secure and safeguard at all times the confidential information of members, employees, and the Credit Union pertaining to accounts, security, and personal information
• Responsible for knowing and adhering to USCU policies and procedures as outlined in the employee handbook and training manuals. Promote and maintain a positive and professional image of Union Square to employees, members, and the community.
• Must have the flexibility to deal with changing work hours and locations as needed
• Perform other duties as assigned by the supervisor, management, or Human Resources.

REQUIRED KNOWLEDGE AND ABILITIES:

Minimum of 5 years of progressive mortgage servicing experience. Experience servicing conventional, FHA, VA, USDA, and portfolio mortgage loans. Experience managing investor relationships and regulatory examinations. Strong knowledge of escrow administration, investor reporting, default servicing, and servicing transfers. Familiarity with Fannie Mae, Freddie Mac, FHA, VA, and USDA servicing guidelines.

EDUCATION:

Bachelor's degree in Business Administration, Finance, Accounting, or related field is preferred. Equivalent combination of education and mortgage servicing leadership experience may be considered.

Union Square Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws