Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 24 branch offices in southeast Michigan. We have over 450 team members, more than 145,000 members, $4 billion in assets, and a 97% member satisfaction rating for two decades.

We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. With regular coaching and continuing education, we grow champions – team members dedicated to championing the success of our members. Our commitment to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press thirteen years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Information about our comprehensive total rewards package can be foundhere.

Overview of Responsibilities: Supervises real estate servicing operations by managing daily workloads and supporting timely, accurate loan maintenance. Ensures financial objectives, strategic targets, and institutional growth goals are met in accordance with MSGCU’s policies, state and federal government regulations, and in alignment with our desired member experience.

Essential Duties and Responsibilities:

• Leads the mortgage servicing & funding teams to deliver a high-quality member experience by ensuring accurate and timely processing, consistent service delivery, and prompt resolution of escalated questions or concerns. Directs work for team members by supervising daily activities, providing direction, and ensuring work aligns with organizational objectives and the desired member experience.
• Completes and oversees core mortgage servicing operations, including loan payments, payoff and release processing, loan boarding and funding, escrow and investor remittance, private mortgage insurance (PMI) servicing, 1098 tax inquiries, and verification requests to maintain accurate loan records, timely processing, and a positive member experience.
• Complies investor reporting and remittance activity to keep all custodial accounts, loan balances, and investor records in alignment. Maintains daily and monthly accuracy with Fannie Mae and other investors by ensuring funds, balances and payment activity reconcile across all systems.
• Uses judgement and data to make sound and timely decisions on loan amendment requests (loan recasts, PMI removal, escrow waivers, etc.) to maintain loan quality and a positive member experience. Ensures decisions align with loan policies, procedures, and regulations.
• Possesses and applies knowledge of regulatory requirements related to funding and loan servicing, insurance, tax, and escrow management to effectively serve members. Maintains familiarity with systems and applications to research inquiries.
• Holds self and others accountable for achieving key performance indicators (KPI) and meeting service level agreements on calls and service-ticket activity. Develops and leads monthly funding & servicing performance meetings to review productivity, performance results, audit findings, and escalated calls drives results, improves efficiency, and the member experience in processing.
• Identifies and recommends workflow improvements to enhance file quality, while ensuring updates or enhancements to servicing regulations, procedures, goals and objectives are communicated to leadership.
• Builds and retains an effective, high performing team that applies their diverse skills and perspectives to achieve defined individual and team objectives. Drives engagement by aligning individual goals with organizational objectives and creating a healthy environment where team members are inspired to do their best and achieve results.
• Builds partnerships collaboratively with stakeholders to meet shared objectives. Supports regulatory compliance requirements by coordinating with all stakeholders.
• Proactively reviews regulatory, investor, and collateral-tracking requirements and updates funding and servicing processes as needed. Coordinates audit preparation and provides timely, accurate responses to requests.
• Effectively communicates using various forms of communication (written, verbal, presentation) and actively listens in order to accommodate the needs and abilities of different audiences.
• Gaining the confidence and trust of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by stepping up to address difficult issues.
• Models self-development by actively seeking new ways to grow and be challenged. Solicits feedback and uses self-reflection to gain productive insight into personal strengths and weaknesses. Applies feedback to personal development using both formal and informal development channels and rebounds from setbacks and adversity when facing difficult situation

Education and Experience Requirements:

• Associates degree in Business Administration, Finance, or related field preferred.
• 3 years of full-cycle mortgage servicing experience required; experience within a financial institution preferred.
• Supervisory experience preferred.

Working Conditions:

• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
• Occasionally required to travel throughout MSGCU's service area as business needs require.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 25 pounds.
• Normal working hours will be MSGCU’s standard branch and administrative office hours of operation, however, periodic weekends and/or before/after normal office hours will be required.

Compensation and Benefits:

Competitive salaries are just the starting point for MSGCU team members. We also champion our team members with generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job.

• Base salary begins at $62,500 / year
• Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)
• You will enjoy 12 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)

Required Skills

Required Experience