Mortgage Servicing Supervisor
VyStar Credit Union, Jacksonville, FL, United States
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, tuition reimbursement for all full and part‑time employees. Part‑time positions start at a minimum of 30 hours per week.
Mortgage Servicing Supervisor Accountability Statement Supervises the daily operations of the mortgage loan servicing staff tasked with the various processes associated with servicing first mortgages, equity loans, and mobile home loans to ensure loans are serviced in accordance with VyStar policies/procedures, secondary market requirements, private mortgage insurance company requirements, and state/federal regulations. Must demonstrate proficiency in federal and state regulations pertinent to all aspects of mortgage loan servicing activities. Staffs, trains, supervises, evaluates, and develops employees.
Essential Job Functions
Supervises general mortgage servicing and mortgage document retention staff related functions consistent with VyStar Credit Union policies and procedures, secondary market guidelines, and state/federal regulations. Monitors daily work assignments and timeliness of completion of same to ensure all production deadlines are adhered to. 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 to support employee growth and development.
Completes and administers monthly benchmark review and one‑on‑one timely for employee 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, employee attendance and punctuality.
Monitors all servicing related reporting from the credit union core servicing system and customized reports to ensure they are worked in a complete, timely and accurate manner. Ensures reports are worked within mortgage management defined timelines and that any issues noted are addressed and resolved promptly.
Works with servicing staff to ensure desktop and published credit union procedures reflect current practices and are periodically reviewed to guide employees on performing their daily tasks in a productive and efficient manner.
Promotes technological enhancements that will allow the servicing related tasks and responsibilities to be completed in an accurate, timely and efficient manner.
Promotes a positive and cohesive environment across all units operating within the Mortgage Servicing Department and throughout the credit union.
Cross‑sells other credit union services.
Consistently adheres to VyStar core values and code of ethics and acts in accordance with those values.
Performs the activities and projects as assigned and requested by the Mortgage Servicing Manager, and/or Vice President Mortgage Servicing.
Assumes duties of Mortgage Loss Mitigation Supervisor and/or Mortgage Servicing Manager in the event of absence within the scope of authority assigned.
Identifies and makes recommendations to Mortgage Servicing Manager and/or Vice President Mortgage Servicing regarding process improvements, quality service and increased efficiencies.
Performs other duties as assigned.
All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the audit team serves as the third line of defense by providing risk assurance.
Responsibilities Incumbent is expected to demonstrate each of the following VyStar excellence behaviors and to provide support and feedback to employees in the servicing unit to consistently practice and demonstrate VyStar excellence behaviors in performing the duties and responsibilities of their position. Expected VyStar behaviors are defined as:
Focus – Focus your full attention by carefully listening to and observing your client or member.
Connect – Consistently be friendly and approachable to demonstrate you care.
Understand – Listen empathetically and ask questions (70%/30%).
Counsel – Recommend solutions based on your client’s or member’s needs and objectives.
Advance – Ensure that member’s expectations are exceeded.
Verify follow‑up action.
Qualifications
Minimum six years 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 an attained level of Mortgage Servicer III.
Undergraduate and/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 keep updated on federal regulations and secondary market requirements.
Must be knowledgeable of state/federal regulations governing mortgage servicing, including the Fair Credit Reporting Act, Escrow Regulations, Truth in Lending Act, Real Estate Settlement Procedures Act and Flood Regulations.
Knowledge, Skills & Abilities
Professional conduct and appearance, self‑motivated, ability to work under the philosophy of people helping people, and communicate with members and legal counsel at all levels.
Ability to comprehend basic PC functions and be proficient in the use of a financial calculator and copier.
Machines used in the performance of this position include PC, printer, multi‑function equipment, phone equipment and building alarm system. Familiarity with building equipment and machines operated by department employees is beneficial.
Demonstrated ability and working knowledge of all Microsoft Office applications is required.
Disclaimers and Work Environment Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.
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Mortgage Servicing Supervisor Accountability Statement Supervises the daily operations of the mortgage loan servicing staff tasked with the various processes associated with servicing first mortgages, equity loans, and mobile home loans to ensure loans are serviced in accordance with VyStar policies/procedures, secondary market requirements, private mortgage insurance company requirements, and state/federal regulations. Must demonstrate proficiency in federal and state regulations pertinent to all aspects of mortgage loan servicing activities. Staffs, trains, supervises, evaluates, and develops employees.
Essential Job Functions
Supervises general mortgage servicing and mortgage document retention staff related functions consistent with VyStar Credit Union policies and procedures, secondary market guidelines, and state/federal regulations. Monitors daily work assignments and timeliness of completion of same to ensure all production deadlines are adhered to. 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 to support employee growth and development.
Completes and administers monthly benchmark review and one‑on‑one timely for employee 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, employee attendance and punctuality.
Monitors all servicing related reporting from the credit union core servicing system and customized reports to ensure they are worked in a complete, timely and accurate manner. Ensures reports are worked within mortgage management defined timelines and that any issues noted are addressed and resolved promptly.
Works with servicing staff to ensure desktop and published credit union procedures reflect current practices and are periodically reviewed to guide employees on performing their daily tasks in a productive and efficient manner.
Promotes technological enhancements that will allow the servicing related tasks and responsibilities to be completed in an accurate, timely and efficient manner.
Promotes a positive and cohesive environment across all units operating within the Mortgage Servicing Department and throughout the credit union.
Cross‑sells other credit union services.
Consistently adheres to VyStar core values and code of ethics and acts in accordance with those values.
Performs the activities and projects as assigned and requested by the Mortgage Servicing Manager, and/or Vice President Mortgage Servicing.
Assumes duties of Mortgage Loss Mitigation Supervisor and/or Mortgage Servicing Manager in the event of absence within the scope of authority assigned.
Identifies and makes recommendations to Mortgage Servicing Manager and/or Vice President Mortgage Servicing regarding process improvements, quality service and increased efficiencies.
Performs other duties as assigned.
All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the audit team serves as the third line of defense by providing risk assurance.
Responsibilities Incumbent is expected to demonstrate each of the following VyStar excellence behaviors and to provide support and feedback to employees in the servicing unit to consistently practice and demonstrate VyStar excellence behaviors in performing the duties and responsibilities of their position. Expected VyStar behaviors are defined as:
Focus – Focus your full attention by carefully listening to and observing your client or member.
Connect – Consistently be friendly and approachable to demonstrate you care.
Understand – Listen empathetically and ask questions (70%/30%).
Counsel – Recommend solutions based on your client’s or member’s needs and objectives.
Advance – Ensure that member’s expectations are exceeded.
Verify follow‑up action.
Qualifications
Minimum six years 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 an attained level of Mortgage Servicer III.
Undergraduate and/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 keep updated on federal regulations and secondary market requirements.
Must be knowledgeable of state/federal regulations governing mortgage servicing, including the Fair Credit Reporting Act, Escrow Regulations, Truth in Lending Act, Real Estate Settlement Procedures Act and Flood Regulations.
Knowledge, Skills & Abilities
Professional conduct and appearance, self‑motivated, ability to work under the philosophy of people helping people, and communicate with members and legal counsel at all levels.
Ability to comprehend basic PC functions and be proficient in the use of a financial calculator and copier.
Machines used in the performance of this position include PC, printer, multi‑function equipment, phone equipment and building alarm system. Familiarity with building equipment and machines operated by department employees is beneficial.
Demonstrated ability and working knowledge of all Microsoft Office applications is required.
Disclaimers and Work Environment Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.
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