The Servicing Manager position requires skill in supervising people as well as functions. A major priority for the Servicing Manager (SM) is to develop and maintain excellent communication and relationships with Affiliate customers as well as with homeowners/borrowers. This priority must be integrated with efficient, easy-to-follow and open-structure procedures that ensure accuracy and clarity in servicing mortgages. Of primary importance is that the servicing process and service given to HFHMF's customers is accurate, consistent and balanced. Its value to the customer must be continually maintained. The SM is responsible for assuring that these objectives are consistently achieved.
The Servicing Manager will report directly to the Chief Operations Officer on a daily basis and will also consult with the President as needed..
Principal Duties and Requirements
Supervision of Servicing Functions
The SM will provide overall supervision of the servicing aspect of the organization, through an oversight process or by direct involvement in the daily operations. It will be necessary for the SM to perform certain operational functions as well as supervise certain functions. This will develop as time goes along and will be tailored by the SM with involvement by senior management. Following are basic servicing functions that will be supervised or performed by the SM:
Accurate, consistent and balanced supervision of all servicing functions including:
Manages day-to-day Servicing Team dynamics by identifying potential areas of vulnerability and risk.
Develops/Implements corrective action plans for resolution of problematic issues, and provides general guidance on avoiding future occurrences.
Monitors and manage all departmental communication to ensure an outstanding customer experience
Evaluate Customer Service Team performance and propose areas for improvement to reduce business risk and to ensure overall business model operates to fullest capability and functionality.
Performs new servicing transfers
Maintains knowledge of current Servicing Compliance Regulations to include: CFPB, Foreclosure, Loss Mitigation and Claims Procedures especially as it relates to HUD
Oversee the Delinquency Management Department by implementing consistent and effective collections processes
Reviews and manages all customer elevated questions and concerns
Hires and trains new staff members
Develops team members utilizing internal and external training resources
Provides data needed for state, federal, and third party audits related to servicing activities
Processing of mortgage payments;
Payment of taxes and insurance as they become due;
Maintenance of taxes and insurance records assuring data integrity;
Annual escrow analysis and annual statements;
Accurate and clear reporting for Habitat Affiliates and investors;
Timely and accurate delivery of monthly cash remittances to Habitat Affiliates;
Reconciliation of daily payment receipts and cash transfers;
Consistent and effective collections processes;
Maintenance of excellent customer service on general, daily phone calls;
Become familiar with the servicing software at the level of expert, being able to retrieve and manipulate data, create reports and assess ideas and strategies;
Other duties that may be required to maintain accurate and effective servicing of mortgage loans.
Collections Service Objectives
The collections option is geared toward helping the Habitat homeowner become current and staying out of foreclosure whenever possible, while still holding the homeowner accountable for his/her obligations and protecting the interests of the Affiliate/Investor. Regarding the Collections Service area, the SM will supervise the following areas:
Direct the Team Lead and the collections department's efforts, including modifications, repayment plans, forbearance agreements, delinquency calls, foreclosure and bankruptcies.
The SM will also periodically review the procedures and workflow of this department to assure that it is operating efficiently and effectively.
Maintain awareness of the various communications with Affiliates and homeowners by collections staff and assure that these communications are handled effectively and positively.
Communications with Customers
An important aspect of the SM position is developing and maintaining positive communications with Affiliates and homeowners. The SM will direct a positive model for relating to our Affiliate customers so that they feel valued and comfortable with our process. It is also necessary that all our communications with homeowners is respectful and helpful, even when working on difficult issues. The SM will always be looking for new ways to provide value to our customers and make them feel comfortable about asking questions or for assistance.
A key objective of this position is helping to foster a positive, compassionate attitude toward homeowners and Affiliates, recognizing that there will be continual education of mortgage lending requirements that are constantly changing. It is imperative that the SM and staff be able to converse with our customers in a way that empowers them and does not alienate them.
5+ years of experience in loan servicing required
2+ years of management/supervisory experience with demonstrated ability to lead others effectively
Thorough working knowledge of loan servicing requirements for investors, regulatory and agency requirements
Firm comprehension of loan servicing guidelines, procedures, restrictions reporting requirements, etc.
Familiarity with servicing software and electronic reporting processes
Must be self-directed, motivated, and comfortable working in an extremely fast paced environment
Excellent interpersonal, communication, time management and customer service skills
Strong organizational skills are a must with ability to prioritize to meet deadlines and manage multiple projects
Ability to exercise independent judgment in decision making
Microsoft Office Applications proficiency is required (Excel, PowerPoint, Word, Outlook)
About Affiliate Mortgage Services
Affiliate Mortgage Services, a non- profit organization, was the first mortgage lender in the nation created by a Habitat for Humanity State Support Organization (SSO) to originate and service mortgage loans for Habitat for Humanity Affiliates. We are 100% dedicated to providing cost-effective mortgage origination and loan servicing solutions to Habitat for Humanity Affiliates and their homeowners.