Mortgage Servicing Supervisor

Overview

VyStar offers competitive pay and an excellent benefits package, including a 401(k) plan, extensive paid technical and on-the-job training, and tuition reimbursement. Part-time positions start at a minimum of 30 hours per week. We encourage you to become part of VyStar Credit Union's family of employees.

Mortgage Servicing Supervisor

Supervises the daily operations of the mortgage loan servicing staff handling processes related to servicing first mortgages, equity loans, and mobile home loans. Ensures loans are serviced in accordance with VyStar policies and procedures, secondary market requirements, private mortgage insurance requirements, and state/federal regulations. Must demonstrate proficiency in federal and state regulations pertinent to mortgage loan servicing activities. Staffs, trains, supervises, evaluates, and develops employees.

• Supervises general mortgage servicing and mortgage document retention staff, ensuring adherence to VyStar policies, secondary market guidelines, and state/federal regulations. Monitors daily work assignments and timeliness; schedules and assigns work to improve productivity as needed.
• Makes mortgage loan servicing decisions as authorized by policy and in conjunction with secondary market, private mortgage insurance, and federal/state regulations.
• Ensures staff receives pertinent training to complete all job-related skills and soft skills for growth and development.
• Completes and administers monthly benchmarks and one-on-one sessions for mentoring and coaching opportunities.
• Completes and administers annual evaluations for general mortgage servicing staff within credit union timelines.
• Handles escalated member calls related to mortgage servicing activities.
• Monitors inbound and outbound mortgage servicing calls for quality assurance.
• Reviews mortgage servicers’ queue productivity, follow-up exceptions, daily performance activity, and employee attendance/punctuality.
• Monitors servicing-related reporting from the core servicing system and customized reports to ensure work is complete, timely, and accurate. Addresses issues promptly within defined timelines.
• Works with servicing staff to ensure procedures reflect current practices and are periodically reviewed to guide daily tasks productively and efficiently.
• Promotes technological enhancements to improve accuracy, timeliness, and efficiency of servicing tasks.
• Promotes a positive, cohesive environment across units within Mortgage Servicing and throughout the credit union.
• Cross-sells other credit union services.
• Adheres to VyStar core values and Code of Ethics in all activities.
• Performs activities and projects as assigned by the Mortgage Servicing Manager and/or Vice President Mortgage Servicing.
• Assumes duties of Mortgage Loss Mitigation Supervisor and/or Mortgage Servicing Manager in their absence within the scope of authority.
• Identifies and recommends process improvements, quality service enhancements, and efficiencies to the Mortgage Servicing Manager and/or Vice President Mortgage Servicing.
• Performs other duties as assigned.
• All employees and business units are expected to proactively identify, assess, manage, and report risks within their domain, supporting a healthy risk culture and regulatory compliance.

Incumbent is expected to demonstrate VyStar Excellence behaviors and provide support to the servicing unit to practice these behaviors in daily duties. Behaviors include:

• Focus — Focus your full attention by carefully listening to and observing clients/members.
• Connect — Be friendly and approachable; demonstrate you care.
• Understand — Listen empathetically and ask questions (70%/30%).
• Counsel — Recommend solutions based on the client’s needs and objectives.
• Advance — Ensure that member expectations are exceeded.

Experience

• Minimum of six years of experience in a financial or lending institution with direct member contact in mortgage servicing for conventional, equity, and mobile home loans.

Education

• Minimum formal education: high school diploma. Undergraduate/graduate degrees in management, business, finance, or accounting are preferred but…