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Supervisor, Servicing/Referral

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Description

Summary
The Supervisor is responsible for managing a Default Portfolio of Default Referrals for Foreclosure workflow to ensure Consumer Financial Protection Bureau (CFPB), investor and insurer guidelines are strictly followed to ensure mitigation of compensatory fee risk. This position will assist management with day to day operations of the department and be required to monitor and report on Default referral timelines by developing and implementing monthly department Key Performance Indicators (KPI’s). In addition to, training, coaching and mentoring of the staff by developing, directing and organizing policies and procedures with the initiatives of the department, CFPB, investor or insurer of the portfolio.

Essential Job Functions:

  • Prepare, develop and review quality control reports to determine which foreclosure referrals are not meeting Freedom Mortgage and GSE timelines.
  • Monitor and manage foreclosure referral timelines to ensure investor or insurer deadlines are met.
  • Create resolutions which will enable Freedom Mortgage to meet investor or insurer timelines.
  • Handles escalated issues, provides knowledge and expertise for litigious correspondence by providing  complex problem resolution to questions.
  • Ensure initial and ongoing training is provided to new hires, to include updated foreclosure laws, CFPB or GSE changes to guidelines or policy.
  • Ensure efault Referral procedures conducted are in compliance with Freedom Mortgage and GSE requirements as well as CFPB, state and federal guidelines.
  • Responsible for adherence based on FDIC, OCC, CFPB, and Foreclosure Court expectations and establish effective oversight, controls and reporting.
  • Review and execute foreclosure referral documents including affidavits and Assignments of Mortgage, .
    • Oversees the day-to-day default referral activity for pre and post charge off suppliers ensuring processes are fully compliant with state laws, investor and insurer guidelines, and CFPB requirements.
    • Review of various current reports and assistance with identification of new reports, including ensuring department SLAs are met.
    • Develop time management procedures to ensure proper customer / employee follow up
    • Establish and foster a work culture at all levels within the operation, which is positive, collaborative, respectful, optimistic, and capable of driving long term operational sustainability.
    • Serve as a mentor and leader in the development of employee to ensure succession plan and talent retention.
    • Serve as a Subject Matter Expert (SME) for any system roll outs and/or policy procedure changes.
    • Assist in identification of business drivers and trends as well as development and execution of strategic plans to address trends.
    • Monitor performance and productivity metrics and continuously improve processes
    • Utilize continuous process improvement techniques to properly analyze and interpret information to solve problems while ensuring compliance with company policies and procedures, CFPB, Investor, and Insurer and all state and federal regulations.
    • Execute management responsibilities, including hiring and training employees, directing work, monitoring and completing performance evaluations, Employee recognition and discipline, addressing complaints, and resolving problems.
  • Attend industry conferences to gain best-demonstrated practices and share, scope and execute on identified initiatives.
  • Performs a variety of tasks and wide degree of creativity with latitude is expected and coordinates all internal/external audit responses. Consistently ensures communication to staff of updates and changes to investor/insurer default management guidelines in addition to ensuring timely and accurate Electronic Default Reporting (EDR) reporting to investors.
  • Performs other related duties as assigned.

Supervisory Responsibilities:
Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


Qualifications:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:
Bachelor's degree (B.A.) from four-year College or University. Four plus years of collection / foreclosure experience and four years supervisory/management experience required. Have a combination of education and experience with foreclosure combination of education and experience. In addition to:

  • Advanced knowledge of FHA, VA, conventional, FHLMC, FNMA and private investor guidelines regarding foreclosure guidelines.
  • Advanced knowledge of legal documentation and procedural steps to advance the foreclosure, bankruptcy and loss mitigation process in all 50 states.
  • Experience using Fiserv and Tempo.
  • Conflict resolution, Negotiation and Process improvement skills.
  • Industry and Product knowledge

Language Skills:
Ability to read and comprehend instructions, correspondence, memos, and workplace policies. Ability to analyze, interpret general business periodicals, professional journals, procedures and governmental regulations. Ability to write professional correspondences. Ability to write routine business reports. Ability to speak effectively with other employees and/or customers. Ability to present formal information in one-on-one and small group situations to customers and employees. Ability to present information and respond to questions from groups of administrators, managers, employees, customers and/or the general public.



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