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Supervisor, Mortgage Servicing

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The Special Loans Supervisor is responsible for the day to day activities of the special loans teams as it relates to the servicing of special products, including but not limited to Adjustable Rate Mortgages, Step Rate Loans, Buydown Loans, Partial Release of Mortgage and Servicemembers Civil Relief Act.  Monitor productivity and assist with day to day operations and escalations.  Assist management with monthly reporting, special projects, documentation of department processes and procedures and training of new staff.  Work collaboratively with other business units and carry out responsibilities in accordance with the organizations policies and all regulatory and investor guidelines. The ideal candidate will possess an exceptional attention for detail with a high level of accuracy, along with excellent organizational and time management skills.

  • Manage the day to day workflow of the Special Loans Team, communicate objectives and monitor team performance
  • Interview, onboard and train new hires, provide guidance, explain company policy, job duties and responsibilities
  • Review, monitor and approve PTO and overtime requests
  • Set production and service goals of direct reports. 
  • Direct performance of the staff through effective coaching, training and performance evaluations to achieve goals and service levels in addition to working with HR business partner and management for disciplinary concerns
  • Ensure the timeliness and completion of daily exception reports and control reports, updating and distributing monthly management reports
  • Participate in mapping calls, handle process escalations and complaints
  • Develops and analyzes management reports for the purpose to ensure all production and quality goals are met, ensures job aids are maintained and kept up to date 
  • Provide and encourage collaboration and support within the team and across internal departments
  • Identify and recommend process improvements to management to increase department efficiencies
  • Maintain regular and punctual attendance. Comply with all company policies and procedures.