Job Description

Summary :

The Servicing Manager will lead the Servicing Department, ensuring compliance, operational efficiency, and customer satisfaction. This role requires a highly organized and detail-oriented leader with extensive experience in managing front-end and back-end loan processes while maintaining compliance and quality within tight timeframes.

The ideal candidate will have at least 5 years of mortgage industry experience, 3-5 years of management experience, and proficiency with FICS mortgage servicing software (highly preferred). They should also embody accountability, integrity, and a strong work ethic, helping to foster a positive operational culture within the organization.

Key Responsibilities:

Team Leadership & Management:

• Supervise and mentor a team of servicing agents, ensuring performance goals, compliance standards, and operational excellence are met.

• Foster a culture of accountability, reliability, and continuous improvement within the department.

• Provide training and development opportunities to enhance team members' mortgage servicing expertise and legal knowledge.

• Monitor workload distribution and adjust staffing or workflow as needed to maintain efficiency.

• Establish and track key performance indicators (KPIs) to measure team effectiveness and service quality.

Mortgage Servicing & Account Oversight:

• Oversee the integrity of loan processes, accounts, and payments, ensuring accuracy and compliance with all regulations.

• Identify non-compliant areas and implement solutions to mitigate risk and optimize revenue growth.

• Utilize FICS software to manage loan servicing operations, maintain accurate records, and streamline processes.

• Collaborate with attorneys, legal representatives, and internal departments to resolve complex servicing issues.

• Ensure compliance with federal, state, and local mortgage servicing regulations, as well as company policies.

Process Improvement & Reporting:

• Utilize strong analytical and problem-solving skills to develop reports, analyze data, and present forecasts.

• Identify areas for operational improvement and implement best practices to enhance servicing efficiency.

• Develop and enforce policies and procedures to ensure smooth workflows within the department.

• Generate and analyze reports on loan servicing metrics, team performance, and compliance adherence.

• Communicate key updates and recommendations to senior management.

• Stay informed on industry trends, regulatory changes, and mortgage servicing best practices.

Client & Attorney Firm Relations:

• Serve as the primary point of contact for escalated account matters, working closely with attorneys, clients, and internal teams.

• Ensure effective communication and resolution strategies when working with legal representatives and external partners.

• Maintain strong relationships with stakeholders, upholding company interests and compliance standards.

Qualifications:

• Experience: Minimum 5 years in the mortgage industry, with at least 3-5 years in management role.

• Software Proficiency: Experience with FICS mortgage servicing software is highly preferred.

• Leadership Skills: Proven ability to manage, mentor, and develop a high-performing team.

• Mortgage & Legal Knowledge: Strong understanding of mortgage servicing, regulatory compliance, and legal account management.

• Analytical & Problem-Solving Skills: Ability to assess complex servicing issues and implement effective solutions.

• Communication Skills: Excellent verbal and written communication skills for engaging with clients, attorneys, and internal teams.

• Technical Skills: Proficiency in mortgage servicing platforms, and Microsoft Office Suite.

• Spanish speaking is a plus. 

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