OUTSTANDING CAREER OPPORTUNITY AT MYCUMORTGAGE FOR A DIRECTOR OR MORTGAGE SERVICING. 

THIS POSITION GUIDES AND COLLABORATES WITH A TEAM OF OUTSTANDING LEADERS IN MORTGAGE SERVICING.

WE ENSURE PERSONALIZED SERVICE, COMPLETE TRANSPARENCY AND TRUE COLLABORATION IN EVERY TRANSACTION.   IF YOU WANT TO JOIN OUR TEAM OF PROFESSIONAL EXPERTS, EXPLORE OUR OPPORTUNITIES!

The Director of Mortgage Servicing has management level responsibility for developing and executing comprehensive mortgage servicing strategies that deliver on the vision, mission and brand promises of myCUmortgage. This position provides exceptional leadership to the Member Care Center and mortgage servicing operation functions.

• Leads the line managers on a day-to-day basis, providing expert guidance, oversight, insight, direction, thoughtful leadership, inspiration and mentoring. (35%)
  1. Ensure assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level.
  2. Provides business analysis and reporting to business executives of myCUmortgage as well as executives of the partner credit unions.
  3. Oversees loan boarding, adjustable rate mortgage rate changes, escrow analysis, tax payments, insurance payments, credit bureau reporting, loan transfers, loss payee processes, force placed insurance program, OFAC compliance program, SCRA compliance program and satisfaction/lien release operations to ensure regulatory, state and investor guidelines are being met.
  4. Oversees multi-channel s of communication with members and credit unions through the call center as well as IVR, email, fax, etc.
  5. Oversees day-to-day activities of the Complaint Management process, assuring responses are solution driven and completed within regulatory defined timeframes. Additionally, uses the captured information to oversee root cause analyses, addressing processes and procedures as needed to improve member service.
  6. Oversees the development of a high functioning, disciplined effort to manage letters and forms that result in predictable delivery of compliant and member-friendly communication.
• Establishes, monitors and reports on operating activity and key metrics to ensure processes are efficient, reliable and compliant with internal and external quality standards and applicable laws and regulations, and delivering required results. (20%)
• Collaborates with the myCUmortgage Leadership Team to determine and implement the corporate culture, strategic plans, tactics, budgets and priorities of the organization, and ensures all servicing operation efforts fully support the broader company strategies. (20%)
• Designs, directs and evaluates operating departments so that partner credit unions, members and myCUmortgage experts receive a thrilling, five-star service experience according to the high standards of excellence while maintaining operational compliance and efficiency. Ensures operational priorities are aligned with organizational objectives. Leads efforts to improve the performance of the business units and for optimizing their actions and results. This includes process improvement efforts, developing and managing budgets and tactics, and managing and forecasting staffing. (15%)
• Recruits, leads, manages and coaches a highly productive team of experts. Develops subordinates for advancement through the betterment of their technical, supervisory and leadership skills. (10%)

Required Skills

The Director of Mortgage Servicing should possess a well-versed and diverse background in mortgage servicing operations and call center management.

• A bachelor’s degree in business, finance or accounting or related field is required (master’s degree preferred).
• At least five years of experience in mortgage servicing operations or call center management.
• At least five years of experience leading, managing and scaling departments and teams is required.
• Demonstrated ability to analyze complex situations and solve problems and/or design recommendations to accomplish business and tactical goals.
• Demonstrated ability to understand complex laws and regulations that govern financial institutions.
• Demonstrated ability to manage large-scale projects.
• Demonstrated ability to evaluate and balance risk management against legitimate business needs.
• Communicates clearly and concisely in verbal and written forms.
• Proficiency in Microsoft office suite of products, including Excel and Word.
• Ability to read and understand complex legal documents.

Required Experience

The Director of Mortgage Servicing should possess a well-versed and diverse background in mortgage servicing operations and call center management.

• A bachelor’s degree in business, finance or accounting or related field is required (master’s degree preferred).
• At least five years of experience in mortgage servicing operations or call center management.
• At least five years of experience leading, managing and scaling departments and teams is required.
• Demonstrated ability to analyze complex situations and solve problems and/or design recommendations to accomplish business and tactical goals.
• Demonstrated ability to understand complex laws and regulations that govern financial institutions.
• Demonstrated ability to manage large-scale projects.
• Demonstrated ability to evaluate and balance risk management against legitimate business needs.
• Communicates clearly and concisely in verbal and written forms.
• Proficiency in Microsoft office suite of products, including Excel and Word.
• Ability to read and understand complex legal documents.