Mortgage Documentation Manager

As the Internal Support Manager I, you will manage key processes designed to support business partners in a centralized environment while ensuring all compliance and regulatory needs are met. Managers of this centralized function are expected to ensure business line efficiency and to minimize risk. The Internal Support Manager I is expected to have a good working knowledge of their department as well as a strong knowledge of the business line policies that align with the internal functions in order to offer strong oversight to the functions performed.

is responsible for managing post-closing mortgage servicing activities related to MERS, collateral custody, document tracking, collateral releases, and operational research. This role plays a critical part in ensuring the accuracy, integrity, and timely processing of mortgage documentation while meeting regulatory requirements, investor guidelines, and internal service level expectations.

The ideal candidate is highly organized, detail-oriented, customer-focused, and able to manage multiple priorities in a fast-paced environment.

• Manage the day-to-day requirements of all direct reports which include ensuring processes are followed, procedures are properly designed, and proper SLAs are set. Work is expected to be completed in the appropriate timeframe and the end product is expected to be free from errors. The manager is also expected to identify and address areas of process improvement within the group.
• Serve as a subject matter expert (SME) on projects that offer new processes in the branch or business banking network.
• Participate in the construction of policies, and reviews of any related documents or communications.
• Write communications in support of programs or processes internally which include procedures that govern the internal groups as well as production of guides and awareness information for branch and business banking colleagues.
• Apply leadership skills and partnership to all levels of Consumer & Business Banking Operations Managers including Internal Support Management to keep continuity among groups and an excellent working knowledge of functionality. This includes decision making and stepping into other roles when necessary.
  MERS Administration & Exception Management
• Create, track, and resolve assignments within the Mortgage Electronic Registration System (MERS).
• Reconcile daily and monthly MERS exceptions and ensure resolution within required MERS time frames.
• Identify missing loan documentation and work with internal and external partners to resolve deficiencies.
• Maintain accurate tracking of outstanding assignments and follow-up activities.
• Conduct annual audits with third-party vendors and support audit-related inquiries.
• Complete research and quality reviews to ensure compliance with state and investor requirements.
  Collateral Release & Custody Management
• Process collateral release requests in accordance with established procedures and document custodian requirements.
• Coordinate with document custodians to obtain released collateral documents for various business purposes and transaction types.
• Monitor and track collateral release requests through completion and confirm receipt of documents.
• Process collateral release amendments, corrections, and reinstatements when required.
• Return collateral files to document custodians for loan reinstatements and ensure proper shipment and delivery confirmation.
  Document Tracking & Request Fulfillment
• Manage collateral release and document requests received on a daily, weekly, monthly, semi-annual, ad hoc, and as-needed basis.
• Obtain collateral document copies on behalf of business partners and ensure timely delivery.
• Receive, track, and route collateral documents to imaging and other departments in accordance with established procedures.
• Prepare required transmittals, shipping documentation, and Fed Ex packages following custodian requirements.
  Research & Operational Support
• Research and respond to note possession inquiries and collateral-related requests.
• Support business partners by providing guidance on collateral custody and document management processes.
• Perform research to resolve outstanding collateral exceptions and servicing-related issues.
• Complete routine and time-sensitive operational tasks requiring research, critical thinking, and problem-solving skills.
  Reporting & Relationship Management
• Maintain accurate records, tracking tools, and operational reports.
• Prepare and distribute…