Mortgage-Customer Service Manager

JOB SUMMARY

Oversee the processing of pay-off quotes, release of liabilities, modifications, successor of interest, partial releases and general servicing questions for loans within the Residential Mortgage Servicing portfolio. Ensures operational effectiveness through strong leadership, collaboration, and execution of daily goals. Identifies business needs, develops actionable recommendations, and drives the implementation of process improvements. Fosters a culture of teamwork, member advocacy, and technical expertise.

KEY JOB FUNCTIONS

• Foster a strong culture of compliance by ensuring adherence to internal policies, procedures, and regulatory requirements.
• Provide supervision and guidance to employees in assigned area; manage their workflow, timeliness, work quality and provide excellent customer service.
• Ensure accurate and timely processing request for ACH, name changes, pay-offs,
  release of liabilities, modifications/recast, successor of interest, partial releases, and
  general mortgage servicing functions and questions.
• Continuously evaluate and improve processes to increase operational efficiency without compromising quality.
• Develop team members by providing regular feedback to enhance engagement,
  employee retention and establish goals. Develop cadence for 1:1’s with team
• Develop and/or update processes and procedures. Review annually for compliance and
  operational additions, deletions or changes.
• Interface with other departments, vendors, agencies to resolve support related issues.
• Work on special projects and other duties as assigned by department manager.
• Complete performance reviews and approve employee time records, vacation and sick pay.
• Recommend and participate in hiring, promotions, disciplinary action and termination.
• Other responsibilities as assigned. 

JOB SPECIFICATIONS

 Work Direction: This position reports to the SVP of Mortgage Servicing

 Supervision: This position has supervisory responsibilities

 Work Schedule: This is a full-time position. Typical hours for this position are Monday through Friday from   8:00 am to 5:00 pm.

QUALIFICATIONS

To succeed in this role, the individual must fulfill each performance objective and primary responsibility satisfactorily. The following requirements reflect the necessary knowledge, skills, and abilities. Accommodation may be provided for individuals with disabilities. 

EDUCATION & EXPERIENCE

• Minimum of 2-4 years of experience in mortgage servicing, specifically within customer service area.
• At least 2-3 years in a leadership or management role overseeing teams or processes in mortgage servicing or loan operations.
• Demonstrated experience in process improvement, cross-functional coordination, and change management.
• In-depth knowledge of regulatory requirements, including investor/insurer guidelines (FNMA, FHLMC, GNMA, Private, and FHA, VA, and USDA).
• Strong track record of achieving operational metrics, ensuring compliance, and leading high-performing teams.

KNOWLEDGE, SKILLS, ABILITIES

• Proven ability to thrive in a collaborative team environment while effectively leading and developing individual team members.
• Strong decision-making, organizational, and problem-solving skills.
• Ability to manage multiple tasks and projects concurrently while meeting deadlines.
• Strong verbal and written communication skills in positive and professional manner.
• Basic knowledge of human resource policies, procedures, and programs to support effective team management.