Mortgage Loan Servicing Manager
About Our Organization: (ACM) is able to deliver better, faster and more efficient mortgage services. The greater Washington, DC metropolitan, Maryland, Virginia area and Delaware real estate markets are among the most competitive in the country. The team of loan officers at ACM are experts in navigating the challenging, heavily regulated process, securing our clients financing smoothly and successfully - and helping them purchase the home they desire. ACM offers competitive pay, excellent benefits and a relaxed yet professional work environment.ACM promotes an Equal Employment Opportunity (EEO) workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, or any other status protected by law. If you are disabled and need assistance in the application process, please contact the ACM Human Resources department.General Function, Essential Duties and Responsibilities:Ensure accurate and timely interim servicing and subservicing of the company's mortgage portfolioInteract with key stakeholders to promote a better customer experience throughout the servicing process.Monitor general servicing, loss mitigation, default management, investor reporting and finance/accounting functions of ACM's sub-servicer.Develop Subservicer strategies and implement metrics, goals and reporting requirements for Subservicer.Manage a successful Mortgage Servicing Oversight Program to measure subservicer performance.Perform quality assurance reviews on subservicer servicing functions and transactions as defined by internal policy and procedures.Ensure that Subservicer is servicing loans in accordance with regulatory, agency and insurer guidelines, as well as ACM's policiesResponsible for working closely with Subservicer to provide direction on escalated issues.Oversee communication with Subservicer to resolve transaction level and loan level issues.Manage action plans with Subservicer to ensure timely issue resolution.Administer Subservicer management meetings with key stakeholders.Ensure mortgage Subservicer is maintaining exemplary customer experience measures.Coordinate and participate in onsite visits to subservicer facilities as a part of oversight due diligence or as needed to proactively identify and respond to potential compliance violations.Coordinate and serve as liaison with the Compliance department on regulatory reviews and exams.Implement centralized servicing reporting functions for operational business units and increase overall organizational transparency.Facilitate communication of results for compliance and regulatory testing to management.Systematically and regularly evaluate the results of servicing activity and testing and report these results to the executive management team.Confirm all required Investor and government reporting is completed as required.Review daily activity reports from subservicer to validate processing activities.Validate the completeness and accuracy of inbound and outbound data transfers.Confirm flow loan data transfer to receipt by subservicer.Provide necessary mortgagor loan data and/or documents to subservicer.Monitor and respond to subservicer's non-delegated loan level decision requests.Research, escalate, or provide input on behalf of ACM utilizing procedures and the Delegated Authority Matrix.Support Accounting department with remittance reconciliation research.Assist in hiring, training, and performance management for team members.Perform other duties and projects as assigned. Supervisory Responsibilities:Provide guidance and direction to team, setting clear attainable goals and maintaining open lines of communication.Manage performance and development of employees.Responsible for providing employees timely, candid and constructive performance feedback.Develop an appropriate talent pool to ensure adequate bench strength and succession planning.Recognize and award employees for accomplishments. Minimum Knowledge and Skills Recommended:Bachelor's Degree in management, finance, economics, related field or equivalent experience.In lieu of degree, significant experience in mortgage servicing and 3rd party oversight, as listed below, will be considered.8+ years experience in mortgage servicing and banking operations4+ years experience in mortgage servicing oversight is preferred, candidate must have client relations/ third party oversight or related experienceProven leadership abilities in a high volume fast paced work environment.Ability to coach, mentor and performance manage individuals and teams to a high level of performance.