This position is responsible for assisting the Department Manager in the administration and supervision of the Mortgage Loan Servicing Department and employees in the timely and accurate completion of all tasks and member request's regarding their first mortgage loan (including, but not limited to, FNMA conforming products, CHFA, El Paso Bond program, FHA and VA), construction loans, land loans and employee loans. This individual will also be responsible for day to day monitoring of the Mortgage Loan Servicing Staffs workload, monitoring and assigning tasks and member requests as necessary, assisting with training, participating on the management team, assisting with work priorities, implementing new requirements, streamlining workflows where possible, and member/staff complaint resolution. They will remain informed of current practices in Mortgage Loan Servicing. They will assist in developing internal work procedures and policies consistent with departmental and overall Credit Union goals.
Essential FunctionsMortgage Loan Servicing Operational OversightAddress escalated member concerns.Provide support answering questions relating to guideline and regulatory interpretations.Liaison for escalated situations for internal and external members, and 3rd party vendors.Assist with daily frontline workload as necessary.Assessing and prioritizing the daily workload.Pipeline management.Staff scheduling.Mortgage Loan Servicing Staff Alignment / Department DevelopmentCoach and develop staff weekly.Address personnel issues / best practices as needed.Write and deliver performance evaluations.Assess and revise performance standards to align with strategic department goals / regulatory changes.Research, recommend, and implement approved process and/or procedural changes.Work on special projects as needed for revision of department standards (for example, researching various regulatory or investor guidelines, emerging industry standards / technology)Bank Secrecy ActRemains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.
