Mortgage Servicing Supervisor
VyStar Credit Union, Jacksonville, FL, United States
MORTGAGE SERVICING SUPERVISOR
At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement available to all full and part time employees. Part time positions start at a minimum of 30 hours per week. We encourage you to become a part of VyStar Credit Union's family of employees.
Responsibilities
Supervise general mortgage servicing and mortgage document retention staff, ensuring compliance with VyStar Credit Union policies, secondary market guidelines, and federal/state regulations. Monitor daily work assignments, timeliness of completion, and production deadlines, and assign work to improve productivity.
Make mortgage loan servicing decisions as authorized by policy and in conjunction with secondary market, private mortgage insurance, and federal/state regulations.
Ensure staff receives pertinent training to complete all job‑related skills and soft skills to support employee growth and development.
Administer monthly benchmark reviews and one‑on‑one mentorship opportunities, and complete annual evaluations for general mortgage servicing staff within credit union timelines.
Handle escalated member calls related to mortgage servicing activities and monitor inbound and outbound calls for quality assurance.
Review servicing queue productivity, follow‑up exceptions, daily performance activity, employee attendance, and punctuality.
Monitor all servicing related reporting from the credit union core servicing system and customized reports, ensuring timely and accurate completion and resolving any issues promptly.
Work with servicing staff to ensure desktop and published procedures reflect current practices and are periodically reviewed to guide employees.
Promote technological enhancements that improve accuracy, timeliness, and efficiency of servicing tasks.
Promote a positive and cohesive environment across all units operating within the Mortgage Servicing Department.
Cross‑sell other credit union services.
Consistently adhere to VyStar core values and Code of Ethics.
Perform activities and projects as assigned by the Mortgage Servicing Manager or Vice President Mortgage Servicing.
Assume duties of Mortgage Loss Mitigation Supervisor or Mortgage Servicing Manager in the event of absence within assigned scope.
Identify and recommend process improvements, quality service enhancements, and increased efficiencies to the Mortgage Servicing Manager or Vice President Mortgage Servicing.
Perform other duties as assigned.
All employees and business units, as the first line of defense, proactively identify, assess, manage, and report risks within their domain of work to support a healthy risk culture. The Risk team serves as the second line of defense by providing risk oversight and credible challenge, while the Audit team serves as the third line of defense providing risk assurance.
Leadership & Excellence Behaviors
Focus:
give full attention by carefully listening to and observing clients or members.
Connect:
be friendly and approachable and demonstrate care.
Understand:
listen empathetically and ask questions in a 70/30 balance.
Counsel:
recommend solutions based on client needs and objectives.
Advance:
ensure member expectations are exceeded.
Qualifications Experience
Minimum six years of experience in a financial or lending institution with direct member contact in mortgage servicing for conventional, equity, and mobile home loans.
Minimum two years experience in a leadership or supervisory position, or attainment of Mortgage Servicer III level.
Education
High school completion. Undergraduate or graduate degrees in management, business, finance, or accounting are preferred but not required.
Specialized classes in mortgage servicing, accounting, economics, or related fields are preferred. Continuing education via local conferences and workshops is required to stay updated on federal regulations and secondary market requirements.
Knowledge, Skills & Abilities
Well versed in servicing requirements for secondary market guidelines, private mortgage insurance company requirements, state/federal regulations, and credit union policies related to mortgage loan servicing activities.
Knowledge of federal and state regulations such as Fair Credit Reporting Act, Escrow Regulations, Truth in Lending Act, Real Estate Settlement Procedures Act, and Flood Regulations.
Positive, well‑developed communication skills, both written and oral; detail oriented; good organizational and active listening skills; ability to work in a fast‑paced environment and handle stress in a heavy workload.
Professional conduct and appearance, self‑motivated, and commitment to a “people helping people” philosophy.
Basic PC proficiency and use of financial calculator, copier, printer, multi‑function equipment, phone, and building alarm system. Proficient in Microsoft Office applications.
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Responsibilities
Supervise general mortgage servicing and mortgage document retention staff, ensuring compliance with VyStar Credit Union policies, secondary market guidelines, and federal/state regulations. Monitor daily work assignments, timeliness of completion, and production deadlines, and assign work to improve productivity.
Make mortgage loan servicing decisions as authorized by policy and in conjunction with secondary market, private mortgage insurance, and federal/state regulations.
Ensure staff receives pertinent training to complete all job‑related skills and soft skills to support employee growth and development.
Administer monthly benchmark reviews and one‑on‑one mentorship opportunities, and complete annual evaluations for general mortgage servicing staff within credit union timelines.
Handle escalated member calls related to mortgage servicing activities and monitor inbound and outbound calls for quality assurance.
Review servicing queue productivity, follow‑up exceptions, daily performance activity, employee attendance, and punctuality.
Monitor all servicing related reporting from the credit union core servicing system and customized reports, ensuring timely and accurate completion and resolving any issues promptly.
Work with servicing staff to ensure desktop and published procedures reflect current practices and are periodically reviewed to guide employees.
Promote technological enhancements that improve accuracy, timeliness, and efficiency of servicing tasks.
Promote a positive and cohesive environment across all units operating within the Mortgage Servicing Department.
Cross‑sell other credit union services.
Consistently adhere to VyStar core values and Code of Ethics.
Perform activities and projects as assigned by the Mortgage Servicing Manager or Vice President Mortgage Servicing.
Assume duties of Mortgage Loss Mitigation Supervisor or Mortgage Servicing Manager in the event of absence within assigned scope.
Identify and recommend process improvements, quality service enhancements, and increased efficiencies to the Mortgage Servicing Manager or Vice President Mortgage Servicing.
Perform other duties as assigned.
All employees and business units, as the first line of defense, proactively identify, assess, manage, and report risks within their domain of work to support a healthy risk culture. The Risk team serves as the second line of defense by providing risk oversight and credible challenge, while the Audit team serves as the third line of defense providing risk assurance.
Leadership & Excellence Behaviors
Focus:
give full attention by carefully listening to and observing clients or members.
Connect:
be friendly and approachable and demonstrate care.
Understand:
listen empathetically and ask questions in a 70/30 balance.
Counsel:
recommend solutions based on client needs and objectives.
Advance:
ensure member expectations are exceeded.
Qualifications Experience
Minimum six years of experience in a financial or lending institution with direct member contact in mortgage servicing for conventional, equity, and mobile home loans.
Minimum two years experience in a leadership or supervisory position, or attainment of Mortgage Servicer III level.
Education
High school completion. Undergraduate or graduate degrees in management, business, finance, or accounting are preferred but not required.
Specialized classes in mortgage servicing, accounting, economics, or related fields are preferred. Continuing education via local conferences and workshops is required to stay updated on federal regulations and secondary market requirements.
Knowledge, Skills & Abilities
Well versed in servicing requirements for secondary market guidelines, private mortgage insurance company requirements, state/federal regulations, and credit union policies related to mortgage loan servicing activities.
Knowledge of federal and state regulations such as Fair Credit Reporting Act, Escrow Regulations, Truth in Lending Act, Real Estate Settlement Procedures Act, and Flood Regulations.
Positive, well‑developed communication skills, both written and oral; detail oriented; good organizational and active listening skills; ability to work in a fast‑paced environment and handle stress in a heavy workload.
Professional conduct and appearance, self‑motivated, and commitment to a “people helping people” philosophy.
Basic PC proficiency and use of financial calculator, copier, printer, multi‑function equipment, phone, and building alarm system. Proficient in Microsoft Office applications.
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