Mortgage Loan Services Manager

Back-office Mortgage Loan Services Manager

The Back-office Mortgage Loan Services Manager is responsible for management of the Mortgage support division of Enterprise Loan Services. This role is responsible for the implementation and annual review of departmental procedures to ensure compliance with applicable laws and regulations in a client service-oriented manner. The position provides oversight over performance metrics to ensure accurate completion of Investor loan processing, customer transaction processing, financial reporting, risk mitigation and compliance. The Manager effectively oversees direct leaders and indirect reports within the Mortgage team to achieve high quality service in line with Busey's standards.

Duties & Responsibilities

• Develop, document and maintain procedures related to Investor loan processing and mortgage loan servicing
• Maintain strong working knowledge of existing laws and regulations by incorporating adequate controls within processing activities to mitigate audit and regulatory findings
• Effectively manage direct and indirect reports ensuring timely completion of performance reviews, provide mentoring and coaching to enhance the performance and development of associates.
• Develop and maintain strong working relationships with Mortgage and Retail lending lines of business. Coordinate actions to create positive outcomes that support growth, efficient processing, and positive customer service experiences.
• Develop and monitor key performance metrics to measure service performance of functions and aid in analysis of staffing needs within the team.
• Develop and implement corrective action to improve performance of associates that are not meeting established minimal acceptable performance standards.
• Maintain extensive knowledge of industry trends with a proactive approach to incorporating changes into processes, procedures, and technology with a focus on improving process efficiency and straight through processing.
• Participate in activities related to bank and system integrations ensuring minimal disruptions to customer service and ensuring accuracy of data throughout the process.
• Maintain knowledge of accounting requirements related to financial reporting for mortgage loans. Ensure accurate reporting of financial data and timely and accurate clearing of reconciling items.

Education & Experience

• Knowledge of:
  • Strong oral and written communication skills with a high level of collaboration amongst peers.
  • Extensive knowledge of Corporate policies and procedures: CIP, Red Flag, FCRA, Reg Z, RESPA, USA PATRIOT ACT, etc.
• Ability to:
  • Demonstrate solid project and time management skills.
  • Develop new procedures and approaches to solve problems.
  • Multi-task and work independently in a fast paced, growing company
  • Make independent decisions for which there are not always precedents.
  • Establish and maintain collaborative partnerships at all levels throughout the organization.
• Education and Training:
  • Minimum of 6 years related experience in the financial services industry, specializing in Loan Operations
  • Requires a minimum of 5 years leadership experience.