| General Description 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.
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