• Responsible for taking ownership of the Loan Servicing Department of the Credit Union in order to ensure that servicing practices are contemporary and compliant with the financial services marketplace and meet the needs of the Credit Union members. Provides leadership for employees, to promote employee development and foster a team environment. Follows established policies and procedures and state/federal regulations governing Loan Servicing and ensures efficient and effective management of the department. Ensures efficient operation by planning for, organizing, controlling, and directing the Loan Servicing Department through daily supervision of subordinate staff and on-going review of department activities and implementation of process improvements. Provides leadership and promotes employee development through training and coaching, fostering a team environment.

• Directs the activities of the Loan Servicing staff on a daily basis. Ensures proper controls are in place. This included but is not limited to:
  o Security of loan documents.
  o Input of closed loan information to the host system is accurately and timely.
  o Assure that hazard, flood, and auto coverage are in force at all times per policy.
  o Assure that real estate taxes are current on all loans (if applicable).
  o Release of collateral only as appropriate.
  o Application of payments.
  o Timely problem resolution.
  o Ensures efficient transaction processing (maintenance).
  o Subordination/Modification requests.
  o Prompt quality service to members.

• Demonstrates strong product knowledge and the ability to resolve complex Loan Servicing issues. Monitors and controls Loan Servicing Department activities to ensure quality controls are met according to Investor (i.e. Fannie Mae/FHLMC, FHA, FHLB) requirements. Resolves problems with accounts by researching the nature of the problem and understanding root cause. Interfaces with the appropriate manager to resolve the problem at hand, recommending changes in procedure if warranted.
• Serves as a resource to other departments, Branch Offices and external contacts
  (i.e: attorneys, title search and appraisal companies, etc.) relative to loan procedures, questions and problems. Ensures inquiries from various Credit Union departments, other financial institutions and members regarding questions, concerns, problems or complaints are addressed and resolved in a timely and efficient manner, taking appropriate action as required.
• Designs, implements and maintains databases and software applications used by the Loan Servicing Department. Determines the needs of the department and writes applications to assist in the manipulation of data, trains employees in the use of the software and updates applications as software and the needs of the department change.
• Works with third party quality control vendor to coordinate Fannie Mae required audits of closed loans.
• Prepares a complete and accurate annual department budget, including a
  personnel budget and capital equipment forecast. Monitors and reports actual
  versus planned expense activity throughout the year.
• Prepares and distributes memos, monthly reports and information to employees and management on regulatory changes, communicating the impact on our operations and the actions needed to meet compliance and avoid civil suits. Conducts training sessions for groups of employees and/or managers on regulatory changes and new procedures necessitated as a result of regulatory changes. Coordinates a system of on-going training to ensure compliance. Continuously reviews all forms, policies and procedures to ensure compliance, recommending and instituting necessary changes as required.
• Manages staffing needs to meet departmental goals and objectives; initiating
  changes in basic organizational structure as warranted.
• Responsible for interviewing, hiring and training direct reports; planning, assigning
  and directing work; appraising performance; rewarding and coaching and
  counseling direct reports; addressing complaints and resolving problems.
  Conducts an annual performance review of each assigned direct report. Submits
  salary increase recommendations for direct reports to the Vice President.
• Assists examiners and auditors with obtaining the necessary information and documentation during examinations: responds to and implements corrective action based upon recommendations.
• Establishes and maintains an effective system of communication throughout the organization.
• Responsible for completion of other duties as they are assigned.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises employees in the Loan Servicing Department. 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.

REQUIREMENTS:

1. Analytical thinking-ability to understand cause and affect relationships.
    

2. Develops others-finds opportunities for useful coaching on everyday tasks; provides adequate support and training to others; gives group members opportunities to take on new challenges; helps staff define and pursue career goals.

3. Interpersonal skills-clearly conveys information and ideas to individuals or groups in a manner that helps them understand and retain the message; is effective in both written and oral communication.

4. Sound decision making-commits to action, but may not always be in control of resources-considers alternatives.

5. Strategic Thinking-maintains an awareness of long term outcomes in the course of daily activities; keeps the “big picture” in mind. Defines clear, actionable and measurable plans; organizes work and sets priorities so everyone knows what to do.

• To perform this job successfully, an individual must be able to perform each essential duty 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.
• Bachelor's degree from four-year college or university and four to five years related experience and/or training; or equivalent combination of education and experience.