Open Position: Loan Servicing Supervisor
Reports to: COO
Supervisory duties: Loan Servicing Specialist Team
Job Type: Full-time, Exempt, Remote/Hybrid
Location: Kirkland, WA.
Pay range: $80,000-$90,000
About Us
We’re Tandem Servicing–a rapidly growing non-agency/business purpose loan servicer with a focus on construction and renovation loans. No two workdays are the same, so our team is comprised of individuals who aren’t afraid to roll up their sleeves and take care of business. Our team is energetic, fun, and committed to leading the industry by putting the relationship before the transaction.
About You
You’re experienced in mortgage servicing with a proven track record of creative problem- solving, sound judgment, and a focus on operational excellence. Your leadership style emphasizes mentorship and collaboration, fostering a positive and productive team environment.
With your expertise in loan servicing operations, you excel at overseeing complex processes such as loan boarding, payment processing, tax and insurance administration, and regulatory compliance. You are adept at streamlining workflows, implementing process improvements, and utilizing technology to enhance efficiency and accuracy.
You thrive in a fast-paced, growth-oriented workplace and are adaptable to industry changes. Driven and detail-oriented, you lead by example, stepping in when needed to support your team while empowering them to succeed.
About the Job
The Loan Servicing Supervisor oversees the daily operations of the loan servicing team, ensuring efficient and accurate processing of mortgage loans while maintaining compliance with company policies and regulatory requirements. This role focuses on managing a team of servicing professionals, providing training and support, and driving operational excellence to enhance borrower satisfaction.
Roles and Responsibilities
Team Leadership and Supervision
Supervise and manage the performance of the loan servicing team, including training, mentoring, and conducting performance evaluations.
Foster a positive and collaborative team environment to enhance employee engagement and productivity.
Loan Servicing Operations
Allocate and prioritize workloads to ensure timely completion of daily tasks, such as loan boarding, monthly billing statements, payment posting/corrections, ACH processing, general customer service, construction draw administration, insurance and tax monitoring and follow-up, collection activities, extension processing, payoff processing, and reconveyances.
Address escalated borrower and loan officer inquiries and resolve complex issues in a professional and timely manner.
Responsible for the daily and monthly close out and balancing of servicing systems, including all reports and back up of information in coordination with the company’s accounting department.
Perform account administration for the core servicing system:
Responsible for setting up new product types, investors, GLs, auto-post rules when needed
Be the SME and primary researcher for all type of loan system errors or discrepancies in interest accruals, non-posts, etc.
Participating in vendor’s annual DR testing or any in-house testing
Oversight of the system’s security managed by company’s user access group.
Coordinate year end statements with our servicing system vendor.
Compliance and Risk Management
Ensure all loan servicing activities comply with federal, state, and local regulations, as well as internal policies and procedures.
Monitor team performance to mitigate operational risks and ensure adherence to quality standards.
Support internal and external audits by providing necessary documentation and implementing corrective actions when needed.
Process Improvement
Identify opportunities to streamline servicing processes and enhance operational efficiency.
Collaborate with management and other departments to implement process improvements and technology upgrades.
Reporting and Documentation
Prepare and analyze reports on loan servicing activities, team performance, and portfolio metrics for management review.
Maintain accurate and up-to-date policies, procedures, and training materials.
Customer Focus
Ensure the delivery of exceptional customer service by coaching team members on best practices and borrower engagement.
Monitor borrower feedback to identify and address service gaps.
Perform other duties as assigned by management to support department and organizational objectives.
Skills and Attributes
High school diploma or equivalent required; a bachelor’s degree in Business, Finance, or a related field is preferred.
Minimum 3-5 years of experience in mortgage loan servicing
Prior management or team lead experience a plus.
Strong knowledge of mortgage servicing processes including, escrow, tax & insurance, payment processing, loan boarding, and payoff processing.
Excellent leadership and team management abilities.
Strong problem-solving and decision-making skills.
Proficiency in loan servicing software and Microsoft Office Suite.
Outstanding communication and interpersonal skills.
Experience with core servicing systems such as MSP or FPS Gold.
Knowledge of various state lien law and loan collection regulation required.
Commitment to building relationships with customers, vendors, team members and investors.
Able to maintain composure in stressful situations including dealing with difficult customers.
Strong knowledge of MS Windows, MS Teams, PC spreadsheets and PC word processing. Strong familiarity with networked computer systems and mainframe.
Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. The employee in this position must be able to read, write, speak and understand English with exceptional fluency.
Tandem Servicing offers a hybrid work environment for some positions, which means employees perform their duties remotely or in person and will be expected to check email, phone, and text messages throughout the day and respond in a timely fashion consistent with a normal company workday. Tandem Servicing’s expectations for hybrid work performance boils down to our mission statement: Real and Lasting Mutual Success.
To apply, please send your resume and cover letter to careers@raincitycapital.com
Posted 01/24/2024